My Process

Contributor Approach

1/ Discover & Define

Every project begins with digging into the problem at hand. This involves conducting user interviews, engaging with stakeholders, and exploring various avenues to identify opportunities. I strongly believe in fostering a collaborative environment within a cross-functional team from the start, as it cultivates trust, engagement, and thought diversity, resulting in more robust and successful outcomes.

2/ Ideate & Validate

After defining the problem by considering user needs and business goals, the next step is to generate a wide range of concepts. This can be achieved through collaborative ideation sessions or by gathering proposed solutions from a dedicated team. The concepts are then tested with users, allowing for iterations and refinements until the team and stakeholders are confident in the proposed solution.

3/ Measure & Iterate

Throughout the development process and beyond, we gather client feedback to find areas of improvement. This can be done through user testing, surveys, and analytics allowing us to assess user satisfaction, usability, and promoter scores, as well as conversion and failure metrics. We can then enhance the user experience through incremental changes via AB testing or by introducing new features, both of which contribute to improved user conversion and engagement. It is essential to recognize that launch is just the beginning, not the end of the journey.

4/ It Works

  1. Rocket Homes: Products and features driven by myself and my team's user research averaged 2-3x higher conversion rates.

  2. Realpage: Conducting competitive and market analysis, I identified opportunities in the HOA space, leading to the acquisition of an external program and saving the company millions.

  3. Capital One: By incorporating user-requested educational materials into our home equity application, we achieved a 10% increase in application completions.

  4. Walgreens: Through user interviews and insights, I redesigned the BOGO (Buy One, Get One) experience, resulting in a 30% decrease in customer complaint calls.

Leadership Approach

1/ Company Level: Vision & Persuasion

Effective collaboration goes beyond simply presenting a plan; it involves gaining alignment from all stakeholders. In leadership roles, I approach this with a combination of confidence and curiosity. I craft a vision based on user feedback, supporting metrics, and business objectives, instilling confidence in the proposed direction. Simultaneously, I embrace curiosity by asking questions and seeking to understand diverse perspectives. This fosters trust and paves the way for a collaborative and inclusive approach towards achieving the desired outcomes.

2/ Team Level: Community & Empowerment

Building teams based on a foundation of trust, both within the company and amongst themselves, is essential. This trust fosters a deep sense of community, resulting in enhanced collaboration, personal growth, and increased satisfaction. Empowering the team to set processes, establish standards, and take calculated risks in an environment where failure is viewed as a learning opportunity rather than a reason for dismissal is crucial. By cultivating a strong community and providing the freedom to explore new ideas, teams can achieve stronger outputs and develop a strong sense of ownership.

3/ Individual Level: Growth & Empathy

Building a strong team requires strong individuals at its foundation. I prioritize empathy and active listening when working with my employees, understanding their challenges and providing support to help them find a path forward. I recognize that each person has unique needs and perspectives, and adjust my approach accordingly. By actively listening, empathizing, and taking appropriate actions, I cultivate trust and facilitate the individual growth of my employees.

4/ It Works

  1. Successfully expanded the team from 2 to 5 employees and projected future growth to reach 13 employees using sustainable growth models.

  2. Implemented team-driven processes that resulted in increased buy-in, reduced onboarding time, and improved task efficiency.

  3. Maintained a low turnover rate of only 1 employee over a 3-year tenure, reflecting a high level of employee satisfaction as measured through surveys and anonymous feedback.

  4. Recognized for leadership skills with multiple nominations for company awards, demonstrating recognition from both team members and peers.