Writing
Case studies, methods, and what I learned shipping my own apps, going back to 2014.
Choosing the right method: how rapid testing reshaped WhisperPad's core interactionA note before the post: this is a write-up of how I used a specific UX research method, RITE, while building WhisperPad, a local-first voice-to-text app for macOS. It was run…- From Insight to Interface: Building a UX Research Tool with AI CollaborationAs a UX researcher and strategist, I’m always thinking about how to make decision-making easier, faster, and more grounded in evidence — not assumptions. Some of the more frequent…
Digitizing Life Insurance Application Processes: Mapping out the user journeyIn my previous role at a financial services company, I led a project aimed at digitizing analog processes to improve the user experience for our life insurance products. We…
Conversational Design - GoToWebinarDefining the problem As an organization we field many questions for our products via our customer support. This is a painful process for our customers and an expense to the…
Understanding the Customer Support ExperienceUnderstanding the Support Experience Agents as a function of CARE were seen as a pain point in the following ways - Financially - Time taken to resolve cases was higher than…
Understanding and Mapping Customer Pain PointsInitial Situation The Customer Care team had no insight into: - Why customers were calling support - If issues required agent touch or could be self serviced - Why tNPS scores…
Clarifying password reset to reduce call volume.Step 1: Defining the problem As a lvl 1 care agent I dealt with customer care calls about usability issues whether they are technical or due to user error. There isnt much we can…
Napses MobileNapses was an awesome experience and during my relationship with them I was driven to fully explore my curiosity in UX. When I first joined them it was the Summer after I had…
Seed Of Life Chocolates.I worked with Seed Of Life to create an awesome website for their awesome product. S.O.L. specializes in chocolate superfood that are both good for your mouth and for your body.…
IA + Wireframes for Mccormick InteriorsHere are some wireframes and a site map for a new site I was working on. Our client is a creative professional and our aim was to create an awesome landing page where users could…
Krack - Mobile app for SkatersI was approached by a group of skaters in Los Angeles who wanted to make a map app for fellow skaters. I jumped at the chance. I often like working on B2C projects when the…
Link between UX + Wireframes - My thoughtsA lot of people think of wireframes when they think of UX. I guess it isnt far off. Many people who call themselves UX designers are busting out wireframes left and right. I like…
Provisional Persona on the Wall + Site TreeBrainstorming with provisional personas and generating a sitemap is an awesome addition to the web development process. Using the personas reminds the team who you are designing…
Mapping out the FlowDepending on the type of person I’m working with I like to map out their user flows using various tools. With this person I knew they were a visual learner so the color…