User Research
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User Research -
AllTrails Case Study
This case study explores how users discover and plan hikes on AllTrails’ data-dense platform. Through usability testing and task-success measurement, I identified key friction points in discovery and planning, then translated insights into journey maps and prioritization recommendations.
Agent Workflow & Policy Change Experience
At West Bend Insurance, agents manage complex policy changes within a highly regulated system where accuracy and efficiency are critical. This research focused on understanding how agents navigate policy updates, where breakdowns occur, and how research could be scaled to continuously inform design decisions.