Selected Work
Designing a Trustworthy AI Dialogue Coach at Scale
Shaped product requirements from multi-source discovery research, then designed the quality evaluation approach for an AI dialogue coach: golden dataset methodology, synthetic test generation, adversarial stress testing, moderated usability studies, and diagnostic analysis of 286 AI feedback instances. Identified six distinct learner profiles that informed how tasks were framed and feedback was delivered. Led the work from pre-development through pilot launch.
Outcome: 7 activities shipped meeting 95%+ accuracy; error taxonomy designed for direct use in system prompts, redirecting engineering investment toward highest-impact fixes; 80% user satisfaction at pilot
AI Products · EdTech · Quality Evaluation · Trust & Safety
Connecting Three Service Siloes That Shared the Same Customer
Synthesized a year of prior research across three business units, interviewed home sellers, and facilitated service blueprinting workshops to map the full seller journey for a digital real estate platform. Delivered current-state and future-state blueprints with a validated five-phase journey framework.
Outcome: 10 service failure points identified; platform repositioned as a trusted resource earlier in the seller journey; cross-sell moments mapped to specific pain points between pathways
Real Estate · Service Design · Enterprise Systems · Journey Mapping
Improving Child Care Access for Eligible Families
Conducted discovery research for a digital platform connecting Detroit families with child care assistance. Led caregiver journey mapping, multilingual listening labs, and provider surveys to understand both sides of the marketplace and identify where the platform could deliver immediate value.
Outcome: Narrowed platform scope from comprehensive tool to focused provider discovery and eligibility screening — the two pain points where families needed the most help
Civic Tech · Discovery Research · Marketplace Design · Accessibility
Building a Coalition with Research & Shared Evidence
Mapped Detroit's collaborative workspace landscape, fielded a 770-person community survey, and developed neighborhood feasibility scoring to help a coalition of seven organizations align on a shared services strategy. Research revealed the client's role needed to shift from brand owner to operational partner.
Outcome: Seven organizations aligned around an evidence-based plan; research package supported a joint $12M funding ask; concept reframed from "coworking" to neighborhood workspace rooted in community needs
Community Development · Multi-Stakeholder Alignment · Strategic Research · Place-Based Design