Hi, there.
More than a decade of experience in UX Research, Design and Management.
I've worked in healthcare, academic research, insurance technology, and real estate tech. I've been B2B, B2C, enterprise and startup. More than anything, I've enjoyed untanging thorny problems in complex industries.
December 2023 - Present | Real Estate CRM Solutions
Sierra Interactive, Senior Manager UX
At Sierra, I own end-to-end user experience for the platform; serving real estate agents, their teams, and their homeowners. Recently, I led product design & delivery for Appointment functionality, allowing Real Estate Agentsto convert leads on-platform, significantly reducing churn. I've also owned design & research for National Search, requiring the normalization of criteria/dataacross 500+ MLS feeds into one interface.
March 2021 - March 2023 | Architecting the future of real estate.
Doma, UX Research and Design Manager
At Doma, I joined a young product design team to own and grow the User Research team, while designing.
During my time, the research team grew from one to four, with me managing three direct reports while supporting a few scrum teams as the embedded researcher.
Our team owned all user research functions for a company of 2000+. In addition to my role as a researcher/research manager, I contributed as an IC Product Designer. In that capacity, I co-led a one-month design sprint to launch our Real Estate Agent product, which opened up a new business line for Doma within 6 months.
With the VP of UX, I founded the company Customer Effort Score initiative, which sent at a run rate of 50k annually within 3 months. CES was eventually adopted as the company-wide North Star Metric.
During my time, the research team grew from one to four, with me managing three direct reports while supporting a few scrum teams as the embedded researcher.
Our team owned all user research functions for a company of 2000+. In addition to my role as a researcher/research manager, I contributed as an IC Product Designer. In that capacity, I co-led a one-month design sprint to launch our Real Estate Agent product, which opened up a new business line for Doma within 6 months.
With the VP of UX, I founded the company Customer Effort Score initiative, which sent at a run rate of 50k annually within 3 months. CES was eventually adopted as the company-wide North Star Metric.
Persona Creation
A shortcut for every Doma employee to get to know all of our user cohorts - internal and external.
Leslie the Lender
Jobs to be Done
When assisting homeowners with a transaction, I want to make our few interactions memorably pleasant.
Motivations
Leslie looks for repeat customers - origination is expensive.
Pain Points
Working with elusive borrowers can be a challenge, especially when tasks are time-sensitive.
Opportunities
How might we enable Harper to feel at ease in their transaction, despite the weight and complexity?
Nicky the Notary
Jobs to be Done
When working a closing, I want to show up prepared and provide a stress free signing experience.
Motivations
Nicky holds themselves to a high standard of quality.
Pain Points
Nicky wants as full a schedule as possible to grow their business, but struggles to balance that with their need to prepare.
Opportunities
How might we enable Nicky to provide quality support totheir clients and partners?
Ollie the Ops Member
Jobs to be Done
When I'm completing my work, I weant to move files as quickly as possible to ensure a successful closing.
Motivations
Ellis is motivated by a sense of "solving," which can be rewarding.
Pain Points
Finding one's footing in a file can be challening when you're rapidly moving between them.
Opportunities
How might we enable Ollie to perform their job effectively with the right information and tasks?
Robbie the Real Estate Agent
Jobs to be Done
During a transaction, I want to provide my clients with a guided and stress free experienc, so that I earn repeat and referral business.
Motivations
Robbie likes to build lasting relationships with all parties.
Pain Points
Always being on is a challenge for Robbie - they have to be ready for client fires 24/7. It's tough to be availab le.
Opportunities
How might we enable Harper to build new relationships and usiness by giving them technological support?
Harper the Homeowner
Jobs to be Done
During a home sale or purchase, I want to be sure that everything is on track, so I can enjoy the momentous step I'm taking.
Motivations
Harper is motivated by what lies ahead in their life.
Pain Points
Harper juggles the emotional, mental, and time demands of the real estate process, alongside their everday responsibilities.
Opportunities
How might we enable Harper to feel at ease in their transaction, despite the weight and complexity?
Agent & Homeowner Experiences
The first B2C expansion of Doma's software services, to Real Estate Agents and Homeowners.
2 Hargrove Rd.
Medford, MA 02145
$1,615,900
Mar
10
CLOSING
CES Implementation
An experiential touch point on every real estate transaction completed.
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September 2020 - March 2021 | Modernizing the insurance submission and application process.
Indio, Product Design Lead
I joined Indio as a Product Design Lead, where I helped tackle several key design initiatives in addition to founding the User Research competency at the company.
Most notably, I led design and research on a bulk application initiative for multi-property owners, which reduced customer renewal hours by nearly 40% YoY.
Most notably, I led design and research on a bulk application initiative for multi-property owners, which reduced customer renewal hours by nearly 40% YoY.
August 2018 - June 2020 | A global social platform for scholars, for the distribution of academic research.
Academia.edu, Senior Product Designer
At Academia.edu, I got a chance to join the B2C SaaS space for the first time, and was able to put my experimentation chops to the test with a total audience of more than 120mil.
I led initial design & research for native mobile apps (iOS and Android), as well as free site functionality, including direct site traffic (~75mil users) and email-triggered traffic (~55mil emails per month). Within my first three months, I worked with our head of design, CPO and CEO to execute an end-to-end redesign of the most visited page on site, which directly led to a 141% increase in on-page engagement.
Following that, I led design on the algorithm re-architecture of our News Feed, with v1 resulting in a 30% increase in organic paper downloads. I was then brought on to our Premium Products team, where I emphasized an agile experimentation model, resulting in a near doubling of monthly premium revenue through A/B test optimization.
I led initial design & research for native mobile apps (iOS and Android), as well as free site functionality, including direct site traffic (~75mil users) and email-triggered traffic (~55mil emails per month). Within my first three months, I worked with our head of design, CPO and CEO to execute an end-to-end redesign of the most visited page on site, which directly led to a 141% increase in on-page engagement.
Following that, I led design on the algorithm re-architecture of our News Feed, with v1 resulting in a 30% increase in organic paper downloads. I was then brought on to our Premium Products team, where I emphasized an agile experimentation model, resulting in a near doubling of monthly premium revenue through A/B test optimization.
Premium Reader Tools
Launching a new channel of subscription products for Academia.edu.
Building Premium Reader Tools: A Case Study
Jack Fleming et al., 2019
Lightbulb
Readers also noticed...
Single Work Page Redesign
Re-imagining the most used page on Academia.edu, with a new emphasis on access and discovery.
June 2017 - May 2018 | A comprehensive electronic health record platform.
athenahealth, Lead Designer | UX Manager
After moving to the Austin office for athenahealth, I primarily worked on the Epocrates product - the #1 medical reference tool worldwide, with nearly one million premium users. On that team, I led design and research initiatives across 4 scrum teams, and produced interactive, high-fidelity prototypes & strategic initiative documents, including prototypes shown to Congress as a reference to demonstrate EHR interoperability.
Launching my interest in cognition, psychology, and technology.
Tufts University, B.S. Cognitive Brain Science
At Tufts, I received a degree in Cognitive and Brain Science, blending my interests in computer science, linguistics, philosophy, psychology, and experimental work. I worked in Holly Taylor's lab, running hundreds of participants in VR experiments focused on spatial cognition and map retention under varying cognitive auditory load - answering the age-old question "Does using GPS make you worse at remembering your route?" Email me to learn more about the experiment and answer!