Journey Mapping to Uncover Product Improvements

In 10 weeks, I created a journey map of key NerdWallet registration and user activation flows, identified hypotheses for issues in those flows, and conducted usability testing to gain further insight. I worked with a range of stakeholders across multiple teams involved in the registered user experience and CRM to gather user data, map user’s paths through the product, and identify opportunity areas for further exploration. As a result of our targeted testing, the registration team and CRM had clear hypotheses to explore further with A/B testing.

Building Company-wide Empathy for Users’ Financial Habits

Over the course of 2 years, a fellow researcher and I launched and managed a rolling interview program designed to help all NerdWallet employees build a foundational understanding of people in our target user groups. I moderated interviews, managed observers, facilitated group debriefs, and presented highlights at All Hands on a monthly basis. I also led regular team retros to continue to improve on the program, leading to higher efficiency and an improved experience for observers. As a result of our work, we helped coworkers across the organization build empathy, connect user needs to their work, and evangelize for our users to their teams.

Read about my takeaways from running this program.

Discovery Through Design for Real Estate

This 6-month project resulted in the successful launch of a feature that allowed real estate agents to submit offers simply and securely online. Researching and designing a feature for real estate agents - a role that is both high-touch sales and highly regulated - proved to be an interesting and complex challenge. As a UX team-of-one at an early-stage startup, I worked closely with product leadership to define the requirements for this new feature, designed iteratively with regular user feedback, and gathered insights to fine tune the feature during beta testing.