User Experience Research
Cutting through complexity to deliver better products and services.
My goal is to make sure that UX research has a seat at the decision-making table. Through structured conversations, I can help provide a foundational understanding of how people navigate complex systems, where they get stuck, and what they actually need. Real impact comes from how those insights are translated into clear, visual artifacts like journey maps, personas, and insight decks that help high-level stakeholders quickly grasp the big picture.
Research Tools & Artifacts
Large-scale UX research requires both thoughtful planning and hands-on execution. From scoping the right questions to guiding teams through interviews, fieldwork, and synthesis, I ensure research efforts are structured, rigorous, and actionable. I uncover unmet needs and evaluate existing systems through contextual inquiry, usability testing, and stakeholder engagement. My focus is always on turning research into shared understanding and strategic direction, giving teams and leaders the insight they need to move forward with confidence.
Theme clustering from interview.
Empathy map from interviews.
Early-stage journey map.
Selected Projects & Clients
Marine Recruiting Journey Map
Marine Corps | IT Manpower Systems
As part of a Marine Corps Manpower IT Systems modernization effort, I led a foundational UX research 8-month initiative focused on understanding how Marines interact with existing manpower (HR) systems across their career lifecycle. The team launched a structured research sprint to uncover user pain points, gaps in digital touchpoints, and workarounds Marines rely on when navigating legacy tools. I designed and oversaw a series of interviews with Marines capturing how their experiences varied across ranks, roles, and transitions.
Building on these interviews, I led the synthesis of findings into research artifacts that helped ground the broader Marine Corps strategy in lived experience. We developed journey maps to visualize key transitions and friction points across the HR ecosystem. These artifacts were used by Marine leaderships to inform both the system architecture and acquisition planning of this large-scale IT transformation.
UX Research provided ensured that user needs were reflected early in technical decision-making. By translating qualitative insights into actionable visuals, the research helped shift stakeholder conversations from abstract requirements to tangible user-centered goals.
Flow Model of System
Amtrak | QuickTrak Kiosk Experience
As part of a 4-month engagement with Amtrak (through Georgetown’s Graduate UX course) I led a research-driven evaluation of the QuickTrak ticketing kiosk experience at Union Station. I conducted on-site behavioral and attitudinal research, observing how travelers navigated the kiosk in a fast-paced, high-pressure environment. Through contextual inquiry and system flow models, I mapped both front-stage interactions and backstage information architecture to fully understand the user journey.
The research surfaced key usability issues, including poor visibility of system status and limited user control at entry points. I synthesized findings into personas, journey maps, and heuristic evaluations, then translated those insights into wireframes and improved user flows. This work demonstrated how research-driven design can directly improve wayfinding, interaction clarity, and traveler autonomy within public transportation systems.
F35 DevSecOps | Cloud Customer Experience
As the UX lead within the F-35 Joint Program Office (JPO) Cloud team for two 3-month engagements, I supported the digital transformation of enterprise and classified cloud infrastructure for one of the most advanced defense programs in the world. My work focused on improving the end-to-end user experience for government and vendor stakeholders collaborating across the software development lifecycle.
I supported ongoing user experience efforts across the ecosystem, helping teams collaborate effectively throughout the software development lifecycle. Serving as the voice of the customer, I leverage personas, usage dashboards, and user feedback to improve the day-to-day user experience for classified and enterprise cloud operation.
Note: Despite the project description being unclassified, project-artifacts are still sensitive and unshareable.