As an Experience Designer at JPMorgan Chase, I focus on enhancing engineering experiences within the complex financial services domain. I lead design workshops, conduct stakeholder interviews, and deliver service blueprints and strategic design solutions that drive efficiency and innovation. Beyond my core responsibilities, I actively champion design thinking across the firm—delivering presentations, engaging with technology groups, and fostering cross-functional collaboration to shape forward-thinking solutions.
Design Impact:
-
Successfully completed the product migration, ensuring a seamless transition.
-
Provided strategic design recommendations that mitigated risks in the training process.
-
Leveraged AI-powered LLM tools to analyze data, optimize research insights, and enhance decision-making.
-
Received positive feedback post-launch, validating the effectiveness of our design solutions.
-
Established a continuous improvement process by integrating with the development team and conducting ongoing user interviews.
-
Supporting bi-weekly product iterations, ensuring continuous refinement based on user insights.
As a UX researcher at CVS Health, I worked with the Agile process and collaborated closely with designers, content strategists, and accessibility designers across different lines of businesses. Included CVS Pharmacy, Caremark, CVS Specialty, and Aetna. The main testing tools I used were Usertesting.com and Optimal Workshop. For the best practice audit, I used Baymard and Nielsen norman group resources.
Usability testing on existing features.
-
Built scenarios
-
Set up screener questions to find the best-fit testers
-
Built the test
-
Reviewed and analyzed the tests
-
Created reports with my findings and design recommendations
-
Shared findings with designers and other stakeholders
Discovery research on new features.
-
Collaborated with product leads, designers, content strategists, and accessibility designers in 5-day design sprints
-
Conducted live interviews with users for user journey mapping, identifying pain points, and testing concepts.
-
One example of the work is a new AI-powered chatbot feature for Caremark. In each round of the design sprint, the team focused on a different subject. Such as identifying the tone and persona of the chatbot at the beginning of the work, to more structured usability testing of the user flow while the feature was more developed.
-
Coaching designers about UX Research
-
Provided designers support with planning, building, and launching rapid usability testing.
-
Ensured designers were creating tests that aligned with best practices. Including if the testing method, the screeners, the scenario, and the questions were set up correctly.
-
Approved and launched the tests.
-
Troubleshooting when tests went wrong.
-
Coached designer on conducting best practice audit.
-
Cached designers on analyzing and synthesizing research results.
