Research: Federal Government
Below is a sampling of Agencies that I've conducted research for within the federal government.
Internal Revenue Service
I most recently served as Deputy Program Manager for the development of the IRS Taxpayer 360 Customer Service Representative portal, designed to significantly improve customer service call processing time and increase employee efficiency.
Prior to Taxpayer 360, I managed the firm’s research team and strategy at the IRS Office of Online Services, coordinating all user experience research endeavors for the Booz Allen team and managing multiple projects and subcontractors.
Designed and executed studies using multiple research methods including usability testing, user interviews, surveys, benchmarking, AB testing, and web analytics. One such example was usability research on one of their most widely used web tools, the Where's My Refund tool (left). Testing revealed that the tool was easy to find and generally easy to use; however, the results page was revised with simple modifications to the color scheme and the addition of a few more pieces of key information that users wanted to know.
National Cancer Institute
I managed the research process for multiple rounds of usability testing of various sections and tools of the NCI website. These projects involved testing on both desktop and mobile devices with emphasis on eye tracking analyses for in-lab participants. Click here to learn more.
Consumer Financial Protection Bureau
I've conducted user experience research on multiple forms, web tools, and websites for the CFPB. Click here to learn more.
