My approach to design research is community-led. I believe in building with and 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.
Improving quality of care and access to health services for Tanzanian youth
FUNDER: USAID
PARTNERS: T-MARC Tanzania, Care Tanzania, Tanzania Youth Coalition (TYC)
TIMELINE: October 2022-Present
ROLE: Project Lead
Kijana Nahodha project, which means “The Youth Leader” in Swahili, aims to design and develop a digital education and referral program for youth, peer educators, and community health workers (CHW) to improve access and quality of youth-friendly healthcare services and increase capacity of healthcare providers. The project will work in Dar es Salaam, Morogoro, and Zanzibar to engage out-of-school youth between the ages of 15 and 25 years, and CHWs and peer educators to address three key thematic areas: sexual reproductive health, mental health, and nutrition.
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 revenue, and address their biggest challenge: a dwindling and aging audience.
Prototyping solutions to support Syrian refugees with settlement in Canada
FUNDER: Immigration, Refugees, and Citizenship Canada (IRCC)
CLIENT: 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.