Welcome, I'm Carol
I am a UX research leader with 14 years of experience using customer insights to shape digital products and business strategy. My work spans financial services, healthcare, manufacturing, and higher education, with expertise in mixed-methods research, usability, and experience strategy. At Discover, I lead research strategy for the customer onboarding experience. Previously at Centralis, I conducted more than 2,000 hours of customer research across a wide range of industries and methodologies. Earlier in my career, I led UX research for Northwestern University and developed a strong foundation in UX, project management, and design at Accenture. Outside of work, I enjoy knitting, spending time with family and friends at my RV, and following the latest developments in electric vehicle technology.
Below you'll find examples of my work:
Skills include: Usability testing, User Persona and Journey maps, User experience design, Card sorting, Tree testing, Information architecture, Quantitative research, Report writing, Hiring, Annual reviews
Tools include: Figma, Axure, UserZoom, Optimal Workshop, Reduct, Otter.AI
If you have any questions please reach out.
Usability Testing of Car Infotainment System
Recreated an in-vehicle experience to test a next-generation infotainment system.
Mobile Ethnography and Personas to Bring Client Closer to Their Cardmembers
Mobile ethnography and in-depth interviews were used to uncover and illustrate five personas
Designed an Easier Approach to Configure Industrial Components Online
The client knew that customers were finding it difficult to configure engineering parts on their website. They needed a redesign to allow users to easily locate and customize specific components from their catalog of 80 sextillion possibilities.
Evaluated an AI Chatbot to Build User Trust
Could an AI chatbot become a trusted resource for questions about faith? The research uncovered where guardrails were needed.
