Selected Case Studies
High-Stakes Crisis Response
Non-Profit & Humanitarian Sector
The Friction: Users facing a medical emergency often hit a wall of "decision paralysis," where even a slight increase in UI complexity prevents them from accessing life-saving instructions.
The Deep Dive: I led a mixed-method study that used simulated stressors during moderated usability testing to pinpoint the exact cognitive threshold where users abandon their task.
The Breakthrough: My research established the "speed-to-instruction" requirements needed to bypass non-essential data, ensuring the most critical steps are accessible in high-pressure moments.
The Expert Documentation Gap
Tech Platform Industry
The Friction: Senior developers were ignoring formal documentation and flooding support channels, simply because the portal's taxonomy didn't think the way they did.
The Deep Dive: I investigated expert "search vs. browse" behaviors through tree testing and contextual inquiry to reveal the fundamental mismatch between the platform's labels and developer mental models.
The Breakthrough: I delivered a strategic reorganization of the information architecture centered on developer "shortcuts" and technical snippets, which successfully reduced the volume of support tickets.