Unpacking Segment self-service churn

To investigate a recent uptick in self-service churn, I developed an approach to qualitative interviews which connected product analytics with real customer experiences.

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Two overlapping line graphs displaying data over time from June 2021 to September 2021, with labels for source updates, new destinations, and system upgrades.

Exploring trust in SaaS AI features

As AI features emerged in B2B SaaS tools, the Segment team wanted to understand what it meant for customers to trust AI, and which observability and security features we should implement to ensure trust.

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Two overlapping infographic charts on a light beige background. The first chart is a risk level matrix with categories like automatically personalize content, automate data cleaning/governance, fraud detection, generate marketing campaigns, and customer support in a spectrum from least to most risky. The second chart is a detailed flowchart with steps related to generating content, recommendations, coding, and data governance, with a color-coded layout of blue boxes.

User research at Dataquest

In my first six months as Dataquest’s sole researcher, I built lightweight research processes that increased team alignment and supported continual learning.  

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Screenshot of an online discussion with comments about learning, coding, and motivation.

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Dataquest User Profiles

Using interviews from more than 70 users across previous projects, I developed Dataquest’s first user profiles, and validated those profiles using our onboarding survey.

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Onboarding Usability Testing

I conducted end-to-end iterative usability testing to take a feature from prototype to launch, and included built-in discovery for our next project.

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StudioPress Sites Brand Redesign

Six months after a new product launch, my qualitative and quantitative research informed a website redesign that increased revenue.

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