Led prototype testing of a new enterprise reporting tool, embedding discovery questions to uncover user workflows, goals, and expectations. Research revealed a critical misalignment between the feature concept and user needs — most notably the absence of templates.

Outcomes: Drove a strategic pivot to reintroduce templates as a core offering, alongside design improvements to metric findability and workflow clarity. Prevented costly rework by surfacing conceptual flaws during development, increased likelihood of adoption, and influenced process change to embed research earlier in the product lifecycle.

Led a global discovery study with contact centre agents to uncover their information needs, operational pain points, and on-call challenges — ensuring a new support solution aligned with real-world practices and improved efficiency.

Outcomes: Identified critical barriers to first-call resolution and the key information agents need on-call. Findings shaped the design of the new support solution, challenged stakeholder assumptions, and extended impact to a merchant-facing portal by informing self-diagnostic tools and troubleshooting content.

Led a multi-portal usability evaluation of a B2B platform used to certify and sign applications for secure deployment. Tested live environments, static designs, and prototypes across different user groups to uncover usability issues, workflow gaps, and opportunities to streamline complex dual-control processes.

Outcomes: Informed a redesigned experience that reduced friction in critical task flows, improved clarity of system feedback, and aligned stakeholders on a unified vision for key user workflows. Findings ensured readiness for integration into a larger enterprise solution and influenced subsequent post-integration testing.

Led a foundational discovery study to uncover how clients structure estates, partners, and customers across complex organizational hierarchies. Explored workflows, permissions, and access models to inform platform flexibility and user management.
Outcomes: Revealed common patterns and critical outliers in estate structures. Findings shaped role-based access, visualization, and reporting capabilities, aligning multiple product areas around real client needs and reducing risk of costly redesigns.

Evaluated the usability of a newly developed assessment tool on a learning platform through remote moderated testing across diverse user groups. Uncovered critical pain points in navigation, task sequencing, and system feedback, alongside positive insights and user-driven suggestions.

Outcomes: Delivered evidence-based recommendations that streamlined workflows, clarified instructions, and removed usability barriers — directly informing design improvements and supporting a smoother launch.

Conducted generative research combining user interviews, surveys, and competitive analysis to understand user needs and market opportunities for immersive learning experiences.

Outcomes: Revealed critical gaps in resources and distinct motivations across user groups. Insights shaped early design concepts, informed a user-centred content strategy, and guided strategic decisions on bilingual support, accessibility, and community features.