My Process
Contributor Approach
1/ Discover & Define
Every project begins with understanding the problem through user interviews, stakeholder engagement, and exploring opportunities. I emphasize collaboration within cross-functional teams from the start, to foster trust, engagement, and diverse thinking for stronger, more robust, outcomes.
2/ Ideate & Validate
With a clear definition of user needs and business goals, I recommend generating a wide range of concepts through collaborative sessions or working with a dedicated team. Concepts are then tested with users and iterated on until the team and stakeholders are confident in the solution.
3/ Measure & Iterate
Throughout development and beyond, we collect feedback through user testing, surveys, and performance metrics. This enables us to identify areas for improvement and refine the experience with incremental changes or new features, driving user engagement and conversion. Launch is just the beginning.
4/ It Works
Oddball: Combined Veteran research with post-launch SEO improvements, driving sustained month-over-month growth and positioned our product in the top five on VA.gov within the first year.
Rocket Homes: Multiple products and features driven by myself, and my team's user research averaged 2-3x higher conversion rates.
Capital One: Incorporated user-requested educational materials into our home equity application, achieving a 10% increase in application completions.
Walgreens: Redesigned the BOGO experience based on user interviews, reducing customer complaint calls by 30%.
Leadership Approach
1/ Company Level: Vision & Persuasion
Collaboration means more than presenting a plan. It’s about aligning stakeholders around a shared vision. I craft a vision based on user feedback, metrics, and business goals, while staying open to feedback and diverse perspectives. This balance builds trust and drives inclusive, high-impact outcomes.
2/ Team Level: Community & Empowerment
Great teams are built on trust. I foster a sense of community that encourages collaboration, growth, and personal satisfaction. By empowering teams to shape processes, set standards, and take smart risks, we can create a space where they can achieve stronger outputs and develop a sense of ownership.
3/ Individual Level: Growth & Empathy
Strong teams start with strong individuals. I lead with empathy and active listening, tailoring my approach to each person’s needs. By actively listening, empathizing, and taking appropriate actions, understanding their challenges and supporting their growth,I cultivate trust and facilitate the individual growth of my employees.
4/ It Works
Successfully expanded team from 2 to 5 employees, with a sustainable growth plan projecting 13 team members.
Implemented team-led processes that resulted in increased buy-in, reduced onboarding time, and improved task efficiency.
Introduced a mentorship program, fostering mentorship opportunities, building employee trust, and enhancing work quality.
Maintained low turnover (1 employee in 3 years), reflecting a high level of employee satisfaction as measured through surveys and anonymous feedback.
Earned multiple company award nominations for leadership, reflecting strong peer and team recognition.