My Process

Problem Space

Go Wide

Start with a customer pain point or opportunity on the O.S.T.
Identify key personas
Validate assumptions with customers asking 5 whys
Map out user flows
Competitive research

Narrow Down

Focus on scope with PM
Focus down the user flow and competitive research
Problem identified!
Help PM prepare idea in JPD

Solution Space

Go Wide

Ideate 10+ low-fidelity wireframe solutions in Figma
Get PM and Eng feedback
Plan metrics and tracking

Narrow Down

Identify MVP with PM and Eng
Convert wireframes into High-fidelity UI designs in new Figma
Create Interactive prototype to help identify feedback gaps and demonstrate interactions
Demo and usability test internally then with customers
Apply any feedback
Hand off to Eng with redline specs
Help Eng with UX QA

Delivery

Done is not a Jira column!

Tag features w/ analytic tracking tools
Create in-app feature announcements
Work with Doc/Support team to document feature
Work with Marketing to provide quality demonstrative screenshots and videos
Follow-up calls with customers
Measure adoption in Pendo
Measure goals and outcome
Influence future roadmap and O.S.T.

Continual Research

Research as a culture

Customer call Fridays
Unmoderated surveys
Quantitative analytics
Calls with sales, support, CS to hear feedback and equip others for contributing research
Spreading customer feedback in channels and tickets with video clips
Managing insights in research repo
Managing O.S.T. and conducting discovery experiments
Analyzing high volume incoming feedback with AI tools

Working as a Team

I prefer working in a three-legged stool core team: PM, UX, and Dev lead. This team talks early and often to make sure we are aligned and sharing input from each other's perspectives and priorities. The larger team includes more developers and QA. I have plenty of experience working remote and with teams in global time zones.

Measuring Outcomes

Outputs like features shipped or story points completed only show that work happened, not whether it created any real value. Outcomes are the actual changes in user behavior or business metrics that result from your work. A team can ship dozens of features yet fail to improve retention or revenue. Teams should build less by building the right things and driving meaningful results rather than just checking boxes on a roadmap. Measuring outcomes relies heavily on reliable data and thoughtful metrics.