Conducted 24 in-depth interviews with churned users and 6 stakeholder workshops to diagnose the new-user experience. Mapped the full emotional journey from sign-up to "aha moment" and identified three critical friction points in the first 15 minutes.

Synthesized findings into a research playback deck that reached the CPO's desk within a week. Recommended interventions led to a redesigned onboarding flow currently in beta.

Partnered with 12 users across a spectrum of abilities to audit a major product surface. Combined automated WCAG testing with qualitative observation sessions using assistive technologies.

Produced a prioritized remediation roadmap with 47 actionable findings, annotated with video clips and severity ratings. Presented findings company-wide in an "Empathy Hour" lunch-and-learn.

Designing a mixed-methods study to develop a "Community Trust Index" — a composite metric that captures how safe, valued, and heard members feel in an online community space.

Currently in Phase 2: running a 14-day diary study with 30 participants across three community segments, supplemented by weekly pulse surveys and biweekly synthesis workshops with the product team.

Authored a 40-page internal research playbook for incoming research interns and junior designers. Covers everything from writing a discussion guide to presenting findings to skeptical stakeholders.

Includes templates, checklists, example deliverables, and a curated reading list. Now used as the standard onboarding resource for the entire research org.