UX research for a world where some of the users are AI agents.
8 yrs · Meta / Google / Ford / Verizon
Flagship work
Rebuilding an Intent Classification Pipeline for Verizon Survey Data
Rebuilt a customer intent signal that was accurate barely half the time into an 87%+ classification pipeline processing over 180,000 survey sessions.
Improving Usability for Google's Query Profiler Launch
Iterative usability testing on a legacy internal tool, taking its System Usability Score from 43.7 to 73.5 and driving a company-wide launch.
Solving Intermittent Connectivity for Millions of Spectrum Customers
Foundational journey-mapping research across customer and agent experiences that secured $3M in executive funding for a unified data architecture.
Uncovering the Real Ad-Creation Workflow for Meta Business Suite SMBs
A foundational study into how small businesses actually create ads in Meta Business Suite, versus the workflow the product assumed they were using.
Highlights
Building an Evaluation Toolkit for AI-Assisted Research at Verizon
Three tools built to keep AI-assisted research defensible: bias-checked survey instruments, an evaluation architecture with traceable evidence, and one consistent research vocabulary.
Measuring Documentation Quality for Google's Engineering Tools
A recurring survey program that measured documentation quality across a dozen internal engineering tools, then tracked whether fixes actually moved the needle.
Structuring Navigation Labels for Four Google Products
Four card sorts across four years and four very different products, from an internal dashboard's chart settings to YouTube's own content naming.
Understanding Trust-Driven Conversion for Meta Messaging Advertisers
For small businesses selling through Messenger and Instagram DMs, a sale isn't a checkout event. It's a feeling of trust built message by message.
Improving Alert Setup Forms for Google Engineers
A baseline usability study on Plx Alerts, Google's internal alerting tool, that pinpointed exactly which form fields were costing engineers the most time and confidence.
Benchmarking Cross-Platform Ad Tools for Meta SMB Advertisers
A cross-platform study into how small businesses actually juggle Meta, Google, and TikTok ad tools side by side, and where Meta's own experience fell short by comparison.
Evaluating Self-Service Activation for Charter Mobile Customers
A recurring monthly usability program that caught why customers were skipping past a self-service mobile activation flow's own guidance, in time to fix it before launch.
Mapping Billing Errors for Charter Streaming Customers
A journey-mapping study that traced why streaming add-on charges kept disappearing from customers' cable bill, and reappearing somewhere else instead.
Earlier work
Redesigning Site Navigation for UT Dallas Students and Faculty
A university website has to serve prospective students and tenured faculty through the same navigation. This redesign found a structure that worked for both, validated across 27 usability sessions.
Validating Sound as a Data Interface for High-Stakes Monitoring Teams
Could sound convey a dataset as reliably as a chart does? A set of training modules put that question to the test, and the accuracy numbers said yes.
Identifying Acoustic Collision Points for Accented Speech Recognition
Voice assistants routinely mishear accented English, and not randomly. This study found the specific, predictable acoustic collision points behind that and designed around them.
Designing a Trustworthy Chatbot for Sensitive Health Topics
A chatbot for sexual health and other taboo topics, where the real design problem wasn't speed or accuracy. It was whether anyone would trust it enough to ask the question at all.