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Areas of Expertise

Consulting:
Strategic Planning, Research-Driven Product Strategy, Stakeholder Alignment, Design Thinking, Business Case Development, Roadmap Planning, Project Scoping, and Client Expectation Management.

Leadership:
Cross-Functional Collaboration, Stakeholder Communication, Ownership and Accountability, Process Development, Decision-Making, Workshop Facilitation, Mentorship, and Emotional Intelligence.

Research:
Problem Framing, Qualitative & Quantitative Methodologies, Mixed-Methods Research, Usability Testing, Insight Synthesis, Heuristic Evaluation, Competitive Audits, Interviews, and Journey Mapping.

Analysis:
KPI Development, Business Process Modeling, Benchmarking, Cost/Benefit Analysis, Fit/Gap Analysis, Data Analysis, Metadata Design, Ontologies, Relational and Object-Oriented Databases.

Content:
Content Audits, Content Strategy, Content Modeling, Storytelling, Accessibility and WCAG Compliance, UX Writing Collaboration, Semantic Structuring for AI/LLM Readiness, and Information Design.

Design:
Human-Centered Design (HCD), Human-Computer Interaction (HCI), UX Design Principles, Wayfinding, Holistic System Design, Service Design, Accessibility Best Practices, Wireframing, and Prototyping.

Technical:
Computer Science, HTML, CSS, Requirements Gathering, Functional Specs, Agile Methodology, Figma, Adobe Creative Suite, Microsoft Office, User Flows, and Mobile/Web Application Development.

Attributes:
Strategic Thinker, Highly Organized, Detail-Oriented, Strong Written and Verbal Communication, Time Management, Task Prioritization, Collaborative Mindset, Empathetic, and Adaptable.

Work History

Senior Information Architect
Microsoft | Remote
March 2025 - June 2025

• Designed OWL-compliant semantic ontologies for the Microsoft Learn Platform, enabling machine-readable relationships between roles, tasks, topics, and skill levels, laying the foundation for LLM-powered content delivery.

• Improved adaptive learning pathways by defining structured metadata that enhanced AI personalization and intent recognition across technical training modules.

• Increased content discoverability by implementing a scalable information model that linked user goals to relevant learning materials, streamlining content access for millions of users.

Senior User Experience Researcher
Expedia Group | Remote
January 2024 - March 2024

• Led a competitive audit of 8 global travel web properties, identifying usability gaps and UX best practices that informed redesign recommendations for core platforms.

• Defined clear research objectives and selected mixed methods approaches, ensuring data collected aligned with stakeholder goals and could drive actionable product decisions.

Senior Business Analyst
Procter & Gamble | Remote
February 2023 - October 2023

• Partnered with Product Owners and SMEs to define user and business requirements for an Integrated Media Solutions (IMS) platform, resulting in a centralized Single Source of Truth (SSoT) for global media spend data.

• Led end-to-end user research, including usability testing and iterative feedback loops, which directly informed design decisions and increased stakeholder confidence in product-market fit.

Senior User Experience Researcher
Microsoft | Remote
February 2022 - January 2023

• Collaborated with cross-functional leaders at Microsoft to define strategic enhancements for the next-gen Customer Success Platform, aligning product vision with enterprise support goals.

• Synthesized qualitative findings into actionable insights, identifying key opportunity areas that shaped product direction and informed architectural decisions.

Senior Business Analyst
City of Seattle: IT Department | Remote
February 2022 - January 2023

• Collaborated with City of Seattle IT, City Light, and Seattle Public Utilities to design and test a WCAG-compliant self-service portal, improving access to utility account management for over 1 million residents.

• Ensured inclusive service delivery by incorporating features for financial hardship support, escrow, and third-party management—directly addressing the needs of vulnerable populations.

Senior User Experience Researcher
Zonar Systems | Greater Seattle Area
August 2018 - October 2019

• Directed user research across diverse operator groups, uncovering usability barriers
  that informed interface improvements and boosted task efficiency in field environments.

• Founded and formalized the ResearchOps function at Zonar, standardizing research workflows and embedding user insights into agile product development cycles, accelerating decision-making and reducing design iteration time.

Senior User Experience Researcher
London Drugs | Greater Seattle Area
January 2016 - March 2016

• Improved site find-ability by 22% on a major e-commerce platform through user-centered research, directly contributing to increased product discoverability and customer retention.

• Delivered a virtual report and executive briefing, translating research insights into prioritized recommendations that shaped strategic roadmap decisions at the leadership level.

Senior Content Strategist
Gates Foundation | Greater Seattle Area
September 2015 - December 2015

• Conducted 20 in-depth user interviews via Zoom, generating detailed personas and customer journey maps that directly informed the advocacy website’s content strategy.

• Designed and executed a comprehensive research plan and testing script, identifying key messaging gaps and aligning content structure with user goals and behaviors.

Senior User Experience Architect
The Garrigan-Lyman Group | Greater Seattle Area
June 2011 - July 2015

• Led information architecture and usability research for the responsive redesign of Rick Steves’ Europe, conducting in-depth user interviews, tree tests, and usability studies that reduced navigation confusion and guided a content reorganization impacting over 10,000 pages.

• Served as responsive design strategist, collaborating with developers and stakeholders to translate research insights into scalable IA patterns and mobile-first design solutions, improving task completion rates for key user flows including tour search and guidebook access.