Enterprise UX Researcher Systems Strategist AI-Assisted Research
Complex Systems. Human Behavior. Better Decisions.
I research how people navigate complex products, workflows, and operational environments—then translate those insights into clearer experiences, stronger strategies, and measurable outcomes.
Enterprise UX Research / Salesforce / Workflow Strategy
Streamlining Advisor Workflows in an Enterprise CRM
Role
Lead UX Researcher Engagement via Capgemini / Sogeti
Client / Timeline
First Command Financial Aug 2021 – Sep 2022
I researched advisor workflows within Salesforce Service Cloud, using qualitative discovery and quantitative benchmarking to identify friction in legacy onboarding and case-management experiences.
60% Task completion time reduction65.9 → 83.5 SUS score25% Onboarding cycle-time reduction45% Advisor daily capacity increase
UX Research / Operational UX / High-Stakes Workflows
Designing for High-Stakes Workflows
I applied UX research and contextual inquiry to physical emergency and safety workflows, transforming dense paper-based procedures into clearer visual task flows for staff operating under pressure.
UX Strategy / Customer Journey / Brand / Digital Experience
Building the Thee Chef Kate Brand
I combined UX strategy, customer journey research, digital experience design, brand architecture, and creative direction to help transform a founder-led culinary business into a more cohesive customer experience.
Complex experiences rarely fail because of a single screen. They fail when people, processes, information, technology, and business rules aren’t working together.
My approach is to understand those connections first—then determine where research, strategy, design, or operational change can create the greatest improvement.
01
People
02
Processes
03
Technology
04
Information
05
Decisions
Method
How I Work
Understand the system before changing the experience.
01
Map
Understand the environment, users, stakeholders, workflows, constraints, and existing system.
02
Investigate
Use interviews, contextual inquiry, field research, usability testing, quantitative benchmarking, and observation to understand behavior.
03
Synthesize
Turn research into patterns, insights, journey maps, opportunities, and strategic priorities.
04
Validate
Test assumptions, workflows, concepts, prototypes, and proposed improvements.
05
Activate
Translate findings into product recommendations, operational improvements, design direction, implementation guidance, or strategic decisions.
AI-Assisted Research · AI-Assisted Research & Synthesis · AI-Assisted Workflow Exploration
Design
Prototyping · Interaction Design · Information Architecture · Design Systems · Visual Communication
Additional Breadth
Beyond the Interface
My work also extends into brand systems, creative direction, content, and founder-led strategy—particularly when the experience and the brand need to be developed together.
I work where people, systems, and strategy intersect. My background spans technical and operational environments, enterprise technology, UX research, design, and entrepreneurship. That range shapes the way I approach UX: I don’t only look at the interface. I look at the environment surrounding it—the people using the system, the process behind the interaction, the information moving through it, and the decisions the organization needs to make. My work sits at the intersection of research, systems thinking, strategy, and practical execution.
Professional Experience
UX Research Lead & Strategy Consultant | Independent UX Consultant
Dec 2018 – Present | Dallas, TX
Delivered UX research, product strategy, and design consulting for enterprise clients including Weight Watchers, Mercedes-Benz USA, and Word of Truth Church.
Integrated Generative AI tools to accelerate interview transcription and qualitative synthesis across multi-client engagements.
Loss Prevention Analyst | Marriott International
May 2023 – Mar 2025 | Irving, TX
Applied UX research methods (field studies, contextual interviews) to evaluate emergency safety workflows.
Designed structured visual documentation and Figma pitch decks for staff training.
Impact: Achieved a +40% increase in task completion and +35–40% policy comprehension improvement across staff workflows.
Architected qualitative and quantitative research to optimize Salesforce Service Cloud workflows for financial advisors.
Benchmarked SUS and task metrics during Sprint 2 discovery to identify friction in legacy client onboarding.
Facilitated alignment workshops with PMs, designers, and engineering leads, mapping designs to SLDS components.
Impact: Delivered a 60% reduction in task completion time, 25% reduction in onboarding cycle time, 45% increase in advisor daily output capacity, and boosted platform SUS scores from 65.9 to 83.5.
Brand Strategist & UX Designer | Kakes2Go (Thee Chef Kate Brand)
Dec 2018 – Present | Dallas, TX
Led brand architecture, web design, and market research for a culinary startup ecosystem.
Designed a contactless dining/booking experience, plus book design and marketing strategy that secured a Good Morning Texas TV appearance (Feb 2023).
Impact: Reduced booking drop-off by 25%, accelerated task completion by 50% (2x faster), and increased client engagement by 25%.
Core Competencies & Methodologies
Research Methods
Contextual Inquiry, Field Discovery, Heuristic Evaluations, Usability Testing, Quantitative Baselines, SUS Benchmarking, Task Analysis, Persona & Journey Mapping.
Systems & Strategy
Systems Thinking, Double Diamond Framework, Generative AI Synthesis, Salesforce SLDS Integration, Agile UX, Workflow Optimization.
B.A. Visual Communications, Minor in Communications Technology — University of Texas at Arlington (2020)
A.A. Business Management — Tarrant County College (2016)
Enterprise Design Thinking Practitioner — IBM
UX Foundations: Research & Agile Foundations — LinkedIn Learning
Contact
Have a complex problem?
Let’s map it.
I’m interested in complex products, workflows, research problems, and strategic challenges where understanding the system is as important as designing the experience.
