Hello, I’m Sophie a UX researcher.
I advocate for quality experiences across multiple product touchpoints - services, digital, and physical.
I thrive when I’m able to research complex problems from end-to-end which allows me to be a better advocate for customers, employees, and consumers.
My case studies
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Hardware & software research
I spearheaded research that led to a $3M investment in learning devices, tripling the initial budget and also improved training completion rates, user satisfaction, and long-term cost savings.
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Vehicle condition app
At Enterprise Rent-a-Car, I improved employees’ workflows for assessing and accurately documenting vehicle damage. I managed the entire UX research process, conducting multiple rounds of user testing on two prototypes, including planning, recruiting, study design, data collection, analysis, and reporting.
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Insurance replacement
I worked on improving the driver experience for insurance replacement rentals for Enterprise, National, and Alamo customers. I discovered ways to improve self-service options, build trust through real-time updates, and personalized coverage information.
My research experience
When I made a career transition from healthcare to experience research, I strived to be a UX unicorn someone who could research, design, code, and lead with deep compassion. After earning my degrees in Computer Science and Human Centered Design and Engineering from the University of Washington, I was off to building healthcare technology that would improve the quality of life for everyone. Below are summaries of my work experiences.
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I formalized my UX skills in 2015, when I was a research assistant conducting ethnographic observations - teaching kids how to code at the local computer clubhouse.
My expertise is in understanding the whys via contextual inquiries, A/B testing, service design, and interviews.
I enjoy end-to-end research especially leading foundational studies for newer technology like my chatbot and keyless entry research.
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As a provider, most of my job included biological sampling.
I was in charge of analyzing medical records and communicating recommended changes with the home-health care team.
My love for compliance analysis meant that I was researching policies and best practices to ensure we were providing the highest standard of care.
Because every patient is different, I taught myself about designing inclusive care plans.
I collected and analyzed 10 years of observational data points from patients, nurses, and family members.
When there were anomalies between care provided and client’s well-being - I interviewed teammates and created service blueprints to examine where we could improve care.
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I focused on capacity building through workshops and training.
I built an online health equity library for community access.
Advocated for inclusive education with state legislators.
Conducted nationwide DEI research for the Institute of international Education.
I created needs assessment for public health initiatives.
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Scaled STEM programs from 2 cities to 10 countries
Participatory design
Curriculum development
Workshop facilitation
Created mentorship programs
Instructional design for educators
Secured grant funding for international research
Would love to work with you!
Thank you for viewing my portfolio!
Please reach out if you want to chat about UX or how we can problem solve together.
More about my approach to work
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I design unbiased, open-ended research questions that uncover deep insights. I avoid leading or double-barreled questions to ensure clarity and reliability.
I take an iterative approach to prototype testing, refining solutions based on feedback and testing their alignment with business, employee, and customer goals.
From my experience as a cultural diplomat with the U.S. embassy, I ensure that every research decision preserves the dignity of diverse and sometimes vulnerable participants. And from my experience in healthcare, I strive to avoid unintentional consequences by exploring potential negative impact and advocating against them.
I’ve stood up research operations for 3 companies by standardizing documentation and recruitment processes. As a result, I’ve helped organizations reduce risks and delays, improve efficiency, and maintain high research quality.
My research creates measurable impacts. I use data and design my study so that we can measure outcomes. Often, leading to increased productivity, reduced costs, and better alignment of tools with employee and customers’ needs.
My research process includes; empathizing, defining, planning, conduct research, analyze data, ideation, socialize research, and monitor interaction.
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I lead with deep empathy in all my working relationships which has developed from my 10 years in providing hospice care, I prioritize understanding and advocating for customers, co-workers, and clients’ holistic needs.
I thrive in an Agile working environment - collaborating with cross-functional teammates where I can mentor, share my UX skills, learn from, and grow with experts in the field.