At Liberty Mutual Insurance, I designed a customer journey mapping framework for the Digital Claims Automation project, identifying 14 friction points. I also built a survey model measuring claims satisfaction across 6k policyholders monthly.
For Agnos Inc's Clinical Data Exchange project, I configured patient experience surveys across three EHR-connected provider networks, collecting 9k responses in six months. I used thematic coding to identify care coordination breakdowns at intake and discharge.
At Codelinear, I combined session replay analysis, exit surveys, and A/B test results to identify checkout abandonment causes. Across insurance, healthcare, and ecommerce, I turn research findings into client presentations and actionable recommendations.
