Restaurant Service
Design Sprint
Skills: Global Research · Customer Journey Mapping · Service Design · Digital Experience Optimization
Goal: Assess customer ordering preferences across digital and in-person channels in the post-pandemic landscape.
Approach: Conducted a global study across the U.S., Canada, U.K., and Australia using diary studies and video reflections to capture behaviors and preferences for app, kiosk, and counter service. Mapped customer journeys to reveal friction points and expectations across touchpoints. Designed the research as a sprint to enable rapid synthesis, iteration, and stakeholder alignment.
Impact: Delivered cross-channel design principles that guided interface updates and informed service design improvements across global markets.
Finding Gaps in Healthcare Access
Skills: Health Equity Research · Journey Mapping · Behavioral Analysis · Service Design
Goal: Improve care experiences for underrepresented populations managing Type 2 diabetes
Approach: Led a qualitative study with low-income and disabled patients to map care journeys and identify barriers to access. Applied the Habit Loop framework to explore routines and motivation triggers.
Impact: Delivered actionable journey maps and personas that guided provider engagement resource enhancements, and community outreach strategies, improving access for vulnerable members.
Executive Immersion for
Future of Tech
Skills: Ethnographic Research · Executive Facilitation · Product Trend Analysis · Strategic Insight
Goal: Conduct ethnographic research to immerse executive leaders in real user experiences and guide future product direction for digital assistant technologies.
Approach: Led remote diary studies and in-depth interviews capturing users’ daily interactions, reflections, and comfort with voice assistants and emerging generative AI tools. Facilitated executives conducting interviews while highlighting findings into strategic opportunity areas and product development priorities.
Impact: Enabled leadership to experience user needs firsthand, reshaping the organization’s AI vision and feature roadmap through a deeply human-centered lens.
Market Viability for Cooking Appliance
Skills: Qualitative Research · Focus Group Moderation · Behavioral Insight · Product Strategy
Goal: Evaluate market demand and cooking behaviors among Millennial households to inform strategy for a new fast-cooking appliance.
Approach: Conducted multi-phase research combining focus groups, remote ethnographic diaries (including “dinner diaries,” reflection videos, and kitchen tours), and in-depth ethnographic interviews. Explored emerging cooking behaviors and routines, focusing on meal planning, grocery procurement, preparation, and rapid cooking techniques.
Impact: Revealed key behavioral insights into Millennial cooking habits and openness to smart cooking technologies. Guided product strategy, influenced updates to existing appliances, and informed future product development.
Reimagining the Future of Music Streaming
Skills: Mixed-Methods Research · Storytelling with Data · Usability Testing · Insight Synthesis · Product Strategy
Goal: Evolve a global music platform to meet shifting listener behaviors and expectations.
Approach: Led a mixed-methods research program across the U.S., U.K., and Germany to inform the launch of an updated on-demand streaming experience. Combined large-scale surveys, in-depth interviews, and usability testing to uncover user priorities and feature gaps. Used qualitative storytelling to bring quantitative findings to life—helping the executive team connect data patterns to real user voices and confidently align on design decisions and roadmap priorities.
Impact: Shaped a user-centered design direction and informed strategic feature prioritization for next-generation digital experiences.
Automobile Priorities for Future Design
Skills: Ethnographic Research · Design Strategy · Behavioral Segmentation · Executive Facilitation
Goal: Uncover family priorities to inform future vehicle design that supports modern lifestyles and hybrid work needs.
Approach: Led a multi-city ethnographic study combining remote and in-home interviews, card-sorting exercises, and observational research. Captured real-life usage scenarios to understand evolving needs around storage, safety, comfort, and flexibility. Explored family lifestyles, daily activities, and aspirations to identify key design drivers.
Impact: Defined customer archetypes, developed design criteria frameworks, and facilitated executive workshops that reframed assumptions and aligned innovation priorities across product teams.
Immersive Brand Space
Skills: Experiential Design · Stakeholder Facilitation · Prototyping · Interaction Design
Goal: Design an interactive brand space that celebrates the company’s innovative legacy while showcasing current technologies to partners and customers within the corporate environment.
Approach: Created an immersive lobby experience integrating live product demos, touchscreen storytelling, and motion-activated installations. Conducted stakeholder interviews, prioritization workshops, and usability testing to ensure clarity, cohesion, and intuitive flow.
Impact: Strengthened brand perception and stakeholder engagement through a seamless, emotionally resonant experience. The installation enhanced client relationships and reinforced the brand’s innovation narrative by connecting visitors emotionally and strategically through interactive storytelling.
Brand Communication for a Global Tech Conference
Skills: Service Design · Environmental Branding · Wayfinding Strategy · Event Experience Design · Cross-Functional Collaboration
Goal: Coordinate, design, and execute a cohesive communication and signage system for SAP TechEd 2017 — a 3-day flagship developer conference attracting 5,000+ participants across a 57-acre campus. The objective was to create an experience that inspired learning, collaboration, and clarity through intuitive environmental design.
Approach: Applied service design principles to orchestrate attendee journeys across keynotes, hands-on labs, networking zones, and exhibitions. Designed branded communication panels and a large-scale wayfinding system informed by spatial mapping and behavioral flow analysis. Collaborated with cross-functional teams through co-creation workshops, sponsor alignment sessions, and iterative design reviews to ensure messaging consistency, accessibility, and visual harmony across 300+ touchpoints.
Impact: Delivered a unified brand environment that improved navigation, engagement, and overall attendee satisfaction. The comprehensive signage system supported six distinct attendee personas, enabling seamless movement through complex spaces while reinforcing SAP’s innovation narrative and event identity.
