Below are a few examples of my work, using quantitative and qualitative methods.
Along with our Lifecycle Marketing and Customer Support teams, I created a Net Promoter Score program to identify how paying users felt about our product. The alpha version of this campaign alone reduced our churn rate.
I worked with a school team to develop a fully functional prototype of my travel site idea. We conducted extensive research throughout, including contextual inquiries, work models, heuristic evaluations and usability tests.
This project shows the importance of language heuristics when developing a product. After conducting a series of think alouds on a poorly-performing flow, I identified language more in line with our users. This led to a 42% completion increase.