Case Studies
Additional Research Highlights
OfferFit AI/ML Analytics Concept Testing
Making Machine Learning user-friendly and re-inventing design flows
Introduced UX research to a newly acquired AI team, surfacing unmet user needs that changed the direction of core feature designs to make machine learning concepts digestible for non-technical marketers. When Braze acquired OfferFit, I became the first UX researcher embedded with the newly integrated AI team, working with unfamiliar technology and brand new stakeholders. Through concept testing and generative interviews, I surfaced an unmet need the team hadn't yet articulated: the machine learning outputs weren't legible to the non-technical marketers who needed to act on them. Those findings directly changed how the product communicated AI-driven recommendations.
Braze Research Labs: a Rapid Research Program
Maximizing efficiency of insight discovery and reducing time to value
Under-resourced product teams often had research questions but no clear path to answering them quickly. I designed and ran a department-wide rapid research program reaching six teams in four days. Teams ran back-to-back moderated sessions while I consulted on study design in real time, and some moved fast enough to iterate between rounds based on early findings. Every participating team said they'd do it again, and the program became a reusable model for future rapid research at the company.
Reporting Suite Redesign from Discovery to Launch
Leading longitudinal research covering a multi-year design overhaul
Braze's reporting tools had long been a competitive weakness. Over three years, I followed this problem from early discovery through concept testing, usability rounds, and a longitudinal early-access study. The early access program proved pivotal: putting the tool in users' hands with their own data surfaced nuances that drove rapid iteration before launch. By launch, all but one of my recommendations had been implemented. In 2 quarters, the new Report Builder feature went on to reach 50% of Braze accounts with 77% retention.