New York City Metropolitan Area
My AI Roast called me a "walking feedback form"... you got me there. But hey there, human! I am a mixed-methods UX researcher and service designer specializing in complex systems and technical domains. I have been doing this for a decade now, cutting across AI, B2B, and public policies & services (labor & healthcare). At the core of it all, I am passionate about the human experience in a messy, complex world. I love bringing together quant and qual methods, systems thinking and user-centricity, strategy and tactics in my approach to dissecting problems. Ping me to chat about user research, service design, mental health advocacy, youth mentorship, cooking, and being a pet parent - Google Calendar linked in contact info!
Leading research on AI-native innovations for GTM teams that balances intelligent signals with human craft. My area of focus is on top-of-funnel activities (prospecting, research, outreach) and IC (SDR/BDR, AE, AM, etc.) workflows, approached through the lens the team dynamics, incentive structures, and broader GTM ecosystems that ICs operate in.
Sponsored Capstone Project • Defined user-centered design principles for an AI-powered omnichannel tool for 17K+ service reps by leading 5 contextual inquiries, jobs-to-be-done workshops, and 5 rapid concept evaluations • Secured enthusiastic executive buy-in on the proposed strategy through frequent stakeholder consultations to deliver a strategic roadmap and service blueprint closely aligned with client’s core business objectives
• Revamped the national end-of-life planning experience for 1.2mil+ users at both strategic and touchpoint levels through extensive stakeholder co-design • Shaped the user experience and content design for an online legacy planning tool through 15 interviews, 5 usability tests, and 8 participatory workshops with end-users, healthcare professionals, service providers, and policymakers • Iterated on prototypes for a conversation card game on palliative care by leading 5 playtests, culminating in a product roadmap for client’s implementation
• Built and led 3 junior researchers in an internal user research consultancy, managing mixed-method research roadmaps and data analytics across 9 policy areas concurrently • Influenced state leadership decisions on a national labor policy to improve the wages and safety for 234K+ low-wage workers as the sole researcher responsible for research design, vendor management, and synthesis of 6 surveys, 23 focus groups and 30 interviews • Increased organizational customer satisfaction by designing and analyzing monthly surveys of 1.5K citizens, providing actionable insights through advanced analytics ( time series, segmentation and cluster analyses) and data visualizations • Launched 8 community-led programs by spearheading a 6-month co-creation program with 54 participants from people, public, and private sectors to improve employment outcomes and public appreciation for low-wage workers • Reduced turnaround time for rapid research by 75% by piloting the organization's first internal testing panel with citizens, employers, and labor representatives
- Drove the use of data science, surveys and focus groups in designing multi-million dollar marketing campaigns, significantly improving ROIs in public trust and perception of national policies - Improved productivity for a department of 40 employees by leading generative research, usability testing, and training for an internal rostering tool, resulting in 30+ man-hours saved monthly - Managed year-long multi-million dollar integrated campaign with National Geographic to generate buzz and excitement among local and international audiences in lead-up to Singapore Bicentennial. Delivered end-to-end project conceptualisation, content curation, production and international distribution of 250K copies of a limited-edition collaborative NatGeo magazine and a 45-min documentary aired in US, UK and Asian markets, with 13M views on YouTube