About
My Style
Accessibility, usability, and translating development requirements into design needs are my superpowers. Organization and deep dives are my passions. Effectively communicating and advocating for user needs to project managers, designers, and engineers are my motivations.
Background
My most recent role as a Senior UX Researcher at Thrivent is a role I had been working towards for years. It is an amalgamation of my experience and skills learned over the years in my working career. Each role I have taken has had a focus on the customer and working to increase their experience. I am passionate about a11y and creating a product that is easy for all to use.
I began my career as a Customer Service Agent at Squarespace and became intimately familiar with the different users, how they interacted with the platform, and the unique pain points each user type experienced.
After a year working as an agent, I transitioned to the Workforce Management team, where I analyzed all data coming into the call center via Zendesk, along with marketing pushes and engineering issues. I strategized with Customer Service Directors to increase scheduling coverage and decrease call volume in areas like billing and account management. During my two years in that role, I ensured 24/7 support coverage across three offices and timezones and assured a 95% SLA under 3 minutes for all open live-chat hours.
I then transitioned to the QA team within Squarespace, bringing both my qualitative knowledge from being an agent and my quantitative skills from Workforce Management. During my time as a QA Analyst, I lead all testing for the Billing platforms and worked with contractors to assist in helping. I surfaced improvements and a11y needs within the Billing products. Additionally, I created a working model of time spent testing per bug found.