Overview of my work with CommunityAmerica Credit Union

• Analyzed over three years' worth of open-ended customer feedback to identify trends and infer the root causes of fluctuations in customer ratings.

• Investigated and documented key user pain points, providing actionable insights for improving the user experience.

• Delivered strategic recommendations to leadership, guiding product and service improvements based on data-driven insights.

• Developed a structured feedback loop to consistently collect, analyze, and share user insights with department heads, fostering cross-functional collaboration.

I joined the team during the pre-launch phase of a new product, contributing to an exciting and fast-paced environment.

• Developed comprehensive research plans and crafted targeted interview scripts to align with key objectives.

• Designed a standardized note-taking template to streamline data capture and ensure consistency across the team.

• Recruited participants aligned with our target personas to ensure relevant insights were gathered.

• Conducted 30-60 minute user interviews, capturing and analyzing key soundbites and behavioral insights.

• Synthesized findings into a detailed presentation deck, effectively communicating insights to cross-functional stakeholders.

• Led a heuristic evaluation to identify usability issues and provide actionable recommendations for product improvement.

• Led focus groups and brainstorming sessions to explore potential names for a product, ensuring alignment with core brand values and user expectations.

• Synthesized insights from the focus groups and conducted follow-up surveys (rating and ranking) to validate naming options and gauge user preference.

• Collaborated closely with senior leadership, providing regular updates and adapting the research approach as necessary to address evolving needs and priorities.