PRE Tool
Product Readiness Evaluation
Problem
Product Owners were guessing at UX readiness before launches. No consistent, data-driven way to assess quality or risk, leading to delays and rework.
Action
Designed and launched the PRE Score Tool using design thinking methods to measure UX quality, guide go/no-go decisions, and tie insights into change management and PI planning.
Result
Improved release performance, reduced rework, and gave Product Owners confidence to launch knowing the real UX risk profile.
PEP Tool
Product Experience Pulse
Problem
Leaders had tons of data but no unified view of UX performance across dozens of digital products. Difficulty prioritizing funding or seeing trends.
Action
Built the PEP Tool, a quarterly UX metric survey integrated into Tableau and XM Discover, giving leaders a dashboard for satisfaction, ease, and efficiency scores.
Result
PEP became a core metric for product success and improved quality, accountability, and visibility into UX health across the entire portfolio.
PEP Product Inventory
Operational System
Problem
Managing the quarterly PEP cycle was chaotic. Data scattered, products missing updates, surveys misaligned with current releases.
Action
Created a centralized, self-service product inventory that tracked product details, ownership, and lifecycle updates for each PEP cycle.
Result
Streamlined quarterly operations, boosted accuracy, and saved huge amounts of time maintaining consistency across survey launches and reports.
Feedback Lab
Research Governance Framework
Problem
Researchers were isolated and inconsistent. No expert oversight, no shared standards, and PMs couldn’t gauge research quality.
Action
Partnered with leadership, ran discovery with researchers, and built the Feedback Lab. A mentorship and QA program pairing researchers with Ops mentors to standardize and coach quality work.
Result
Unified research practices, reduced rework, boosted confidence and trust in UX insights, and proved measurable cost savings across the org.
Working Agreements
Agile Research Integration
Problem
When researchers moved into Agile teams, they didn’t know how to fit into sprints or show their value. No structure, no shared expectations.
Action
Partnered with Agile Coaches, Product Owners, and UXers across five teams to co-create Working Agreements that clarified researcher roles and built a standardized Agile-aligned research framework.
Result
Created a scalable model that unified practices, improved collaboration, and boosted visibility and efficiency of UX research across Agile teams.
Integrated Feedback Loops
Centralized Data Ecosystem
Problem
Customer insights were scattered across analytics, surveys, and service logs. Tons of valuable data but no unified way to use it effectively.
Action
Partnered with service and product teams to integrate Pendo, Qualtrics, XM Discover, and service feedback into one structured reporting loop.
Result
Created a cohesive feedback system that made insights actionable, reduced wasted data, and helped teams respond faster to user needs.
Peer Review Squads
Research Quality & Mentorship
Problem
Researchers were siloed and inconsistent — no feedback, no quality assurance, and no mentorship to improve their craft.
Action
Formed Peer Review Squads: small cross-team researcher groups reviewing each other’s plans, analyses, and reports for rigor and consistency.
Result
Improved research accuracy and collaboration, built community among researchers, and raised the overall quality and confidence of UX work.
Municipal Adjudication Platform
Combining Multiple Needs
Problem
Municipal clients were unhappy with their traffic and parking adjudication software, putting multimillion-dollar contracts at risk.
Action
Led end-to-end discovery and usability testing to identify pain points, map workflows, and guide the redesign of a more intuitive, efficient system.
Result
Improved usability and efficiency, restored client satisfaction, and helped the company renew and retain its long-term municipal contracts
Research Leadership & Strategy 