I'm a Customer and Product Experience Research Leader who is passionate about creating engaging user experiences that drive innovation. Currently serving as the Director of Insights and Research at AT&T's Mass Markets Consumer Product organization, I lead a team of 16 focused on strategic research (User Experience, CX, and Data Science) to support new product development and enhancements.
In this role, I have developed enterprise-wide research programs that closely partner with product leaders, established scalable practices for standardizing research methodology, product metrics, and built a world-class design studio and research lab in Austin with a 20+ member team of designers and researchers.
With a PhD in Computer Science and Engineering from the University of Notre Dame, my research expertise spans human-computer interaction, customer experience, health informatics, affective computing, AI, and human-centered robotics.
In the rapidly evolving telecommunications landscape, traditional research methodologies often fall short of capturing the nuanced complexities of customer interactions across channels and in physical environments.
As products evolve, the ways we scale to meet the needs to of business must evolve with them. Here, I unpack how I scaled a research team from seven to 16 and democratizing insights across the company.
Technology is a major influencing factor on individuals' day-to-day. This work describes a high-level overview some of my work architecting and designing wellness recommendation systems.
Up to 400,000 people may die each year as a result of preventable medical errors. This research aimed to address part of this problem through the design & development of a tool aimed at improving team situational awareness in acute care resuscitation.
In current practice, patient mannequins are inexpressive and unable to convey pain. As a result, clinical learners have no proper training for recognizing pain among patients. This work represents a first step for the design of tools to train clinical learners to recognize pain.