3 projects I led as a UX Researcher for a global financial services organization. Client identifiers removed for privacy.
Pilot Testing a New Browser for Research Analysts
Overview
Comparative analysis between research analysts’ experience using their existing browser versus a new browser to identify pain points and guide successful product rollout.
Impact
Sped up insight delivery to clients by reducing friction while accessing websites.
Strengthened information security by eliminating reliance on risky workarounds.
Role
UX Researcher
Timeline
6 weeks
Methods
Survey, User Interviews, Affinity Mapping
Journey map of research analyst's browser experience across stages (x-axis) and emotions (y-axis).
Improving Multi-Factor Authentication for Employees with Disabilities
Overview
Conducted mixed-methods research to understand daily multi-factor authentication (MFA) experiences of employees who have disabilities or use assistive technologies.
Impact
Strengthened security for MFA workflow used over 1.1 million times per week.
Improved usability for an estimated 28 thousand employees with disabilities.
Role
UX Researcher
Timeline
8 weeks
Methods
Survey, User Interviews, Affinity Mapping
39 disabilities or conditions reported across 29 participants.
Strategizing AI Automation for Financial Reconciliation
Overview
Evaluated current manual reconciliation workflow, then proposed 3 strategies with increasing levels of ai and automation to streamline the user experience.
Impact
New workflow saves analysts 2-4 hours of work daily by reducing multitasking, redundancies, and tedious actions.
Earned multinational stakeholder buy-in through effective strategy, prototype demos, and presentation.
Role
UX Researcher
Timeline
3 weeks
Methods
Contextual Inquiry, Workflow Analysis, Prototyping
Financial reconciliation tools (top), current workflow (left), and new workflow (right).
