Democratized Research: A Model to Empower Cross-Functional Teams
I developed a framework for responsibly scaling research capabilities across an organization. It focuses on equipping non-researchers with foundational skills, tools, and ethical guardrails to conduct lightweight, tactical research while ensuring that expert researchers lead complex, strategic, or high-risk initiatives. The model emphasizes training, governance, and clear role delineation, creating a scalable system that maintains research quality and user-centered decision-making even as research responsibilities become more distributed.
Presented at AAPOR 2025 Conference
Tags: Research Scaling, Research Democratization, Cross-functional Enablement
Additional Research Examples for Continuous Improvement
This portfolio piece provides STAR-formatted highlights of rapid iterative research that I have planned and executed as part of my role leading app-related research for Nielsen.
Tags: Research Plan Development & Execution, Iterative Research, Experience Design
End-to-End Research Plan & Service Design for a Chatbot with Live Chat Component
I led the end-to-end research strategy and service design of a chatbot and live chat feature to improve mobile support accessibility and reduce user friction. I utilized iterative research to identify key pain points and designed conversation flows that balanced automation with human support through facilitating collaborative workshops, user journey mapping, and rapid user research / testing. I partnered closely with Product Leadership, Engineering, Operations, and Customer Support to ensure a seamless integration into existing workflows, resulting in faster resolution times (from days to minutes) and improved user satisfaction.
Feature released into production Summer 2025
Tags: Research Plan Development & Execution, E2E Service Design, Iterative Research, Product Strategy, Experience Design
Post-Rollout Research Strategy: Building a Multi-Year Vision for App Improvement
Following the launch of Nielsen's first panelist engagement app, I developed and executed a comprehensive research strategy to systematically improve app installation, engagement, and retention while meeting industry accreditation requirements. I created a framework for organizing app research, established monitoring dashboards to identify opportunities, and led mixed-methods studies that drove installation rates up by 10+ percentage points. The strategy also enabled research democratization across teams, ensuring sustainable, scalable improvement practices.
Tags: Product Strategy, Research Plan Development & Execution, Iterative Research
