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Research Case Studies
Case Study 1: Pain Point Discovery
Case Study 1: Pain Point Discovery
Case Study 1: Pain Point Discovery
The Georgia Tax Tribunal expressed a need to update the current Petition's QC process on their digital platform, ePortal. In response, I led an in-depth Discovery Research effort, in which 10 Key insights were discovered, ultimately resulting in the creation of new stories to address the identified concerns.
Case Study 2: Low Lead Submissions
Case Study 1: Pain Point Discovery
Case Study 1: Pain Point Discovery
Tainotek experienced a spike in demand of services; as a result they were interested in creating a frustration-free online lead submission process. Through remote moderated usability testing, I identified navigation and functionality pain points, determined context of use, and revealed users' mental models.
Design Case Studies
Case Study 3: Frustrating Login
Case Study 4: Mobile Referral Form
Case Study 4: Mobile Referral Form
The call desk received many user complaints about unclear login errors, complex password requirements, and a confusing interface. My design supported a new visual identity and a clearer user flow for visitors while removing unnecessary obstacles.
Case Study 4: Mobile Referral Form
Case Study 4: Mobile Referral Form
Case Study 4: Mobile Referral Form
AutismWish helps grant wishes to autistic children for Christmas. In order to do so, users had to fill out and submit a cumbersome web-based referral form despite the fact that a majority of users were accessing the website via mobile devices. My re-imagined design made it possible to meet users where they are by creating an intuitive mobile version of the application process.