Travelling, learning Chinese, working on Projects.

Led end-to-end user research across multiple product areas in a complex, highly fragmented tax compliance platform. Partnered with product, design, engineering, and customer-facing teams to turn ambiguous problems into clear, actionable insights that influenced product direction and prioritization.

Rebuilt the research team and merged it into the Design team. Socialized new research standards and tools:

• Introduced storing insights in a searchable research repository.
• Streamlined participant recruiting and incentivization using online recruiting.
• Introduced unmoderated testing and trained designers on how to self-serve when appropriate.

Projects include: a mental model for stock image searching, market research survey for new strategic initiatives, generative research into usage of graphic design tools, jobs-to-be-done prioritization, new customer satisfaction survey.

Started as Zillow’s sole UX researcher (both qual and quant). Supported teams working on buyers, sellers, renters, and landlords. Selected and ran research ops and tools. Lead update to personas and journey maps. Created site satisfaction survey. From survey results, drove improvements to site quality and Zestimate accuracy. Validated long-term product strategies of Rentals and Sellers teams. Designed and ran usability tests, concept/storyboard tests, heuristic evaluations, diary studies, benchmarking studies, contextual inquiries. Quant analysis of surveys and A/B tests.