Research

My approach to design research is community-led. I believe in building with, not for communities, and I do this through participatory methods and activities. I specialize in qualitative research methods, such as card sorting, journey mapping, and codesign workshops, but also apply quantitative data to drive product decisions and iterations. I also collaborate and engage with stakeholders and clients to identify business goals and project vision through creative brainstorming sessions. Findings, insights, and opportunities are presented as personas, strategy blueprints, empathy maps, and reports. 



Insights and design opportunities to drive Olark’s next generation agent experience

CLIENT: Olark

TIMELINE: September-December 2020

ROLE: UX Research Lead

Olark is a live chat software and customer data tool. Working with the VP of Product and their internal team, I led a 6-week research study that aimed to understand Olark’s customers, their needs, behaviours and challenges, to develop insights that would inform the redesign of their agent experience. Methods used included: competitive analysis, stakeholder interviews, usability testing, and prototyping. The study resulted in a report, that included several deliverables such as a UX strategy blueprint, empathy map, and HMW statements.  



A user-centred digital strategy to increase audience engagement for Tafelmusik

CLIENT: Tafelmusik

TIMELINE: February-April 2020

ROLE: Lead Strategist

I led the creation of a digital strategy report for Tafelmusik that looked at both short-term and long-term recommendations across all the organization’s digital channels, including their website, content strategy, social media, and end-to-end experience. I conducted stakeholder interviews, UX audit, competitive analysis, and a customer journey map; learnings, insights, and next steps focused on Tafelmusik’s core objectives: promote Tafelmusik, increase audience engagement, and raise and increase revenue, and their biggest challenge: a dwindling and aging audience. 



Prototyping solutions to support Syrian refugees with settlement in Canada

CLIENT: Immigration, Refugees, and Citizenship Canada (IRCC), Together Project

TIMELINE: January-March 2017

ROLE: UX Researcher and Design Lead

Funded by the IRCC, Together Project was a research study that aimed to understand integration challenges of Syrian refugees in their first 12 months in Canada. Our research used qualitative research methods, stakeholder engagement, participatory design, and ethnographic research with refugees and newcomers, volunteers, settlement sector stakeholders, and agency caseworkers. I prepared research plans and facilitated participatory design activities, and led the design and testing of a low-fidelity mobile digital tool intended to provide access to services and resources for Syrian refugees. Learn more here.