Problem

An early-stage caregiving product was poised to ship an MVP shaped by stakeholder assumption rather than caregiver reality — risking adoption barriers among the very groups it claimed to serve.

Solution

Surveys, IDIs, and persona-ecosystem mapping uncovered key opportunity areas and surfaced caregiving workflows that compounded under stress.

Impact

Redirected the MVP feature set, delivered a persona ecosystem and feature priority matrix, and differentiated the concept inside a crowded Health Tech space.

Problem

Back-office servicing costs were ballooning through compounding contract errors from acquisition through disposition — and no one had a shared map of where the loss was actually happening.

Solution

Led cross-functional discovery with strategic stakeholders. Combined IDIs, surveys, and AI-assisted analysis to deliver service blueprints and time-task models naming each cost driver by phase and actor.

Impact

Aligned Business Execution, Product, and the C-suite on a single solution to track contract errors. Retired thousands of hours of annual manual rework — automation was already there, blocked at intake.

Problem

Brokerage product was migrating internally with security and accessibility as quiet risks — easy to defer, expensive to inherit.

Solution

Validated core workflows with B2C users, expanded methodology to include user-ecosystem thinking and inclusive design, and embedded weekly UXR stands inside agile delivery.

Impact

Built stakeholder credibility for design research in a product-driven org, and stood up a participatory advisor panel between retail and full-service brokerage.

Problem

Marketing needed sharper signal on what was actually converting (and quietly losing) high-net-worth and ultra-high-net-worth prospects on the public brokerage website — and what kept existing clients from deepening the relationship.

Solution

Designed and ran a secret-shopper program pairing moderated and unmoderated usability tests across the public site and onboarding flows, recruiting HNW/UHNW-matched participants and triangulating findings with analytics and brand voice teams.

Impact

Surfaced friction points across acquisition and retention journeys, gave Marketing a participant-grounded narrative for executive readouts, and seeded ongoing collaboration between UXR and brand on conversion-critical content.

Problem

A GenAI deployment risked repeating an earlier failure pattern — shipped on stakeholder assumption, then quietly rejected by the people it was meant to support.

Solution

Two-round IDI series with IT admins and procurement users, Miro co-synthesis with designers, and stakeholder observation surfaced what the algorithm actually needed to learn.

Impact

Redirected vendor testing toward real use cases, secured executive support to delay design lock-in, and unlocked persistent GenAI support that augments — rather than displaces — account managers.

Problem

An internal GenAI chatbot was being designed for account managers without a grounded view of where conversational AI would actually help versus add friction in a high-context B2B sales workflow.

Solution

Mixed-methods discovery with account managers, IT admins, and procurement contacts; co-synthesis with designers; and observation of vendor demos translated raw use cases into a tiered intent map, guardrail patterns, and prompt scaffolds.

Impact

Gave product and vendor partners a shared model of what the bot should and should not do, and informed a phased rollout that protected trust during model maturation.

Problem

Enterprise research engagements were bottlenecked at recruiting — niche B2B audiences, compliance-sensitive participant pools, and inconsistent intake from client teams stretched study timelines and put insight quality at risk.

Solution

Stood up a recruiting ReOps practice spanning intake templates, screener libraries, panel sourcing, incentive ops, and AI-assisted screening — paired with playbooks that gave PMs and designers a predictable on-ramp.

Impact

Compressed time-to-first-interview for enterprise studies, raised participant-fit confidence with client stakeholders, and made recruiting a repeatable strength rather than a per-project scramble.

Problem

Designers, researchers, and content strategists were rebuilding the same artifacts across product lines because brand assets, research evidence, and design system tokens lived in disconnected tools.

Solution

Service-blueprinted the asset lifecycle from authorship to retirement, ran stakeholder IDIs across disciplines, and shaped requirements for an internal Asset Hub that unified brand, research, and design system surfaces under one taxonomy.

Impact

Aligned cross-functional partners on a shared intake and governance model, reduced duplicate asset creation, and created a credible foundation for AI-assisted asset retrieval.

Problem

Running an inclusive accessibility study still means stitching together heuristics, assistive-tech walkthroughs, and a spreadsheet of evidence — none of which speak to each other or to WCAG criteria in one place.

Solution

Used Claude to scaffold a working prototype in a single working session: a structured study tool that captures findings against accessibility conformance criteria, links evidence, and exports a remediation-ready report.

Impact

Proved that an experienced researcher plus a capable LLM can compress days of tooling work into hours — and gave Paracosmus an internal asset that speeds inclusive audits without sacrificing rigor.

Problem

A growing community arts organization was running on volunteer goodwill and disconnected tools — making it hard to steward donors, communicate programming, or present a coherent identity to new partners.

Solution

Led a rebrand, redesigned the public website around resident and donor journeys, and implemented a donor CRM with intake, segmentation, and stewardship workflows tied to programming touchpoints.

Impact

Gave the organization a credible public face, a sustainable donor pipeline, and an operational backbone that staff and volunteers can actually run — without losing the human texture of community arts.