I discovered that customers who were recently in an accident, regretted buying additional insurance. During interviews and usability testing, they said their decision was influenced by their mental model or post-accident mindset. I advocated for policy changes as well as improved the mobile app user flow for customers and third party users.

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.

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.