Melissa Flores

At Material Plus, I lead generative and evaluative research for AI agents, consumer shopping, account recovery, advertising payments, and collaboration products for Meta, Google, Microsoft, and Sephora.

I ground AI and agentic experiences in consumer behavior, evaluating automation value, trust, transparency, routing, confirmations, and human handoffs. My research has influenced more than 10 roadmap and feature-prioritization decisions.

I design mixed-method programs spanning interviews, diary studies, surveys, usability testing, and competitive benchmarking, including a 420-participant survey and 100-participant product benchmark. I also manage research end to end and deliver executive storytelling through stakeholder readouts.

Previously, at Morgan & Morgan Law Firm and Public Health Solutions, I researched client experiences, internal workflows, service barriers, and program delivery. I’ve helped improve satisfaction by 36% and retention by 41%, while mentoring researchers and enabling teams to conduct usability studies independently.