At Cisco Systems, I diagnosed low AI Assistant adoption by mapping the discovery journey and combining a moderated findability study with behavioral analytics. My redesign recommendation reduced onboarding friction and increased feature usage by 107%.
I also grew Cisco's Usability Benchmarking Program from one product to five with a repeatable moderated and unmoderated testing framework. At NewWave Technologies, on a federal contract supporting the Centers for Medicare & Medicaid Services, I established UX research practices and delivered improvements for complex clinical workflows under HIPAA and Section 508 requirements.
Earlier at AutoNation, I managed a five-person research team and a $500K+ annual budget, embedding research in Agile sprint planning. Across my work, I use mixed-methods research, analytics, and AI-powered workflows to turn customer evidence into product decisions.
