At FedEx Services, I led mixed-methods research across billing, reporting, claims, the Developer Portal, and delivery-management products. My findings contributed to higher task success and a 30% reduction in support escalations.
I partnered with Product and Design to shape research plans, study user workflows, and test concepts and shipped experiences. I also managed research operations, from recruitment and scheduling through synthesis and stakeholder readouts.
At Sukhadia Foods, I supported an end-to-end ecommerce redesign with customer interviews, usability audits, and workflow analysis. Iterative usability studies identified checkout friction and contributed to a 10–15% improvement in completion rates.
