Automated IT Usability Survey (ITUS)

I served as UX Research & Design Coach, Product Owner, and Service Owner to provide application product teams the Auto-ITUS, an automated tool that quickly and easily validates the usability of enterprise applications, resulting in an 87% increase in survey completions.

 

Battery Life Diagnostic Tool

As Lead UX Designer and Researcher, I orchestrated the development of a battery diagnostics tool for enterprise laptops, designed to identify causes of battery degradation and optimize system builds. The result was a tool with the potential to nearly double IT-Build PC battery life, with 100% usability ratings.

 

UX Digital One-Stop-Shop

Directed the creation of a cross-organizational digital presence for UX resources, tools, and services, including a governed design system, that improved usability, accessibility, and consistency. The results accelerated delivery, elevated design quality, and generated $500K in first-year savings.

 

UX Training and Development

As UX Learning and Development Program Owner, I built and launched a framework to grow internal UX talent at the enterprise level. The model integrated with DevOps and Agile coaching practices, strengthened UX culture, and tripled the number of available practitioners in just 18 months.

 

Support Insights

I led UX research for Support Insights, an initiative addressing pain points for employees and IT support agents. Insights shaped a new IT service platform and portal, achieving a 67% increase in self-service success, 58% improvement in user satisfaction, and 21% better information findability.

 

Supplier Experiences

As Lead UX Researcher, I headed a large-scale supplier study to identify experience gaps and set usability baselines for a key enterprise portal. Guiding a 7-person team, we reached 400+ users. Insights shaped the Next-Gen strategy, improved navigation, self-service, data visibility, and alignment.

 

Human Resources Help

As Lead UX Researcher and Designer, I championed the “Get HR Help" redesign to simplify access to HR resources and reduce contact center strain. Partnering with HR and IT, we launched a unified entry point with an upgraded AI agent, cutting call volume 15% and virtual agent costs by 80%.