Book of Work
Other Notable Work
ML Data Validation
Card Sort Validation for Machine Learning
Problem: Unclear delinquency labels caused collection specialists to feed bad training data into ML algorithms.
Method: Remote hybrid card sort using Optimal Workshop across varied specialist tenures.
Outcome: Proved 60% of specialist data was subjective, stopping a flawed ML model deployment.
0 to 1 Youth Sports CX
CX Strategy & Messaging for Youth Esports
Problem: An esports startup lacked CX foundations and struggled to balance messaging between kids and parents.
Method: NN/g heuristic evaluation and structured executive stakeholder interviews.
Outcome: Delivered a 0 to 1 CX strategy and messaging architecture focused on parental trust.
Rapid Healthcare Discovery
Rapid Research for Drug Event Prevention
Problem: A 2-week deadline to build a consumer adverse drug event (ADE) reporting tool with low user motivation.
Method: Rapid secondary research alongside primary provider and patient interviews.
Outcome: Shifted product scope from reactive ADE reporting to proactive medication management.