How I designed a longitudinal diary study to capture how Subscribe & Save's most engaged customers actually use the program, first in 2021, then refreshed in 2025.

How I built Subscribe & Save's first customer satisfaction measurement program, and grew it from a US pilot into a seven-market global standard shaping feature investment today.

How I expanded Amazon's research function from usability-only into a full qualitative and quantitative practice that now informs strategic decisions across the organization.

How I co-led a multi-city ethnographic study at Capital One that mapped the Customer Service Associate experience and anchored a 1-3 year product strategy.

How a single usability session uncovered a structural IA problem at Capital One, and led to a navigation model with a 98% task success rate.

How I led discovery for the UN Environment Programme's website redesign, running multilingual research and auditing 82 sites to anchor strategy, IA, and templates.