Projects
I’m passionate about diving deep into diverse perspectives and the psychological nuances that shape user behaviour. I approach every research project experimenting with new methodologies to address research questions. Here are a few highlights from recent research projects I’ve had the chance to lead.
MONEY TRANSFER APP USABILITY
PROJECT OVERVIEW
The Challenge
The Send team at Wise sought to improve the user experience for frequent transfer senders on the money transfer platform. I led usability tests to identify critical usability issues and pain points to guide design improvements.
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Impact
The insights from the study were utilised to simplify the transfer flow and improve discoverability of key features to ease transfer setup and increase user completion.
UNDERSTANDING THE ROLE OF TRUST IN FINANCIAL DECISION MAKING
PROJECT OVERVIEW
The Challenge
Working with the Product Delivery team at Wise, I was tasked with understanding the factors influencing users looking to transact large amounts internationally decisions in financial providers. Adopting a mixed methods approach, I conducted in-depth interviews, contact analysis and surveys with cross cultural users to identify pain-points of customer segments to inform new product opportunities.
Impact
Provided actionable insights in onboarding flow that contributed to an increase in new user conversion and overall incremental increase in transacting volumes by 371%.
GLOBAL NAVIGATION REDESIGN BENCHMARKING
PROJECT OVERVIEW
The Challenge
While working with the New Design Team at Dext, I led a series of evaluative research trials utilising remote and in person testing. Benchmarked global navigation design improvements on financial platform aimed at automating expense management for accountants and small business users. ​
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Impact
The team redesigned a more discoverable global navigation to enhance user experience that reduced the time for value-deriving actions of new users by 50%.
BEHAVIOURAL INSIGHTS ON REVENUE MANAGEMENT USERS
PROJECT OVERVIEW
The Challenge
While working with the Mobile team at Dext, I also led generative research with contextual interviews, surveys and behavioural analysis of mobile users to inform more personalised design experiences.​ Developed distinct personas and created persona segments to inform product innovation in onboarding flow.
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Impact​
Worked closely with designers, engineers and product managers to ideate on product improvements for key personas to simplify onboarding flows that lead to a 20% decrease in time to value deriving actions.
