Qualitative research helps us unravel experiences and perspectives that qualitative metrics can’t convey. By exploring the "how" and "why," it captures the rich narratives and subjective meanings that define human behavior.

Content strategy bridges the gap between brand goals and audience needs, crafting a unified and intentional narrative that not only attracts new customers but also cultivates trust. By providing a structured framework for creating, distributing, and managing content, it guarantees relevance and consistency—ensuring the right audience engages with the right message at the optimal moment.

Card sorting uncovers users’ mental models, enabling the creation of an information architecture (IA) that aligns seamlessly with their expectations. By identifying gaps and validating existing structures, this method ensures a product delivers an intuitive user experience, centered on users’ natural ways of organizing information.

Content design is a user-centered discipline that plans, structures, and crafts content for digital products to solve user problems and facilitate task completion. By leveraging research and data to deeply understand user needs, it delivers clear, concise, and timely information that guides users intuitively through complex systems and interactions.

When users make the correct first click, they are 87% more likely to successfully complete their task. First click tests provide insights into the intuitiveness of a user interface by pinpointing how easily users identify the correct starting point. This targeted approach ensures smoother navigation and dramatically enhances overall user success.

Blogging offers a unique and powerful way to connect directly with your audience. With extensive experience crafting blog posts, I blend professional insight with clear, engaging communication. Whether addressing peers on specialized topics or informing the general public with accessible content, my writing bridges knowledge and accessibility, fostering meaningful communication.

Designing digital services and crafting verbal and audio interactions are at the core of what I do. I have developed conversational content for platforms like Alexa skills, ensuring every dialogue feels natural and user-centric. Beyond content, I engineer seamless flows for interactive voice response (IVR) systems, transforming contact center interactions into intuitive, efficient experiences.

Coordinating the release of timely, accurate, and accessible public information during a disaster is critical to effective response and recovery efforts. By communicating across the community, media, government agencies, NGOs, and the private sector, I deliver clear updates and vital instructions that foster trust, reduce confusion, and support coordinated action.

Web analytics is the cornerstone for understanding user behavior, enhancing website performance, and improving user experience. Close attention to data enables us to make informed, data-driven decisions that meet user needs and business goals.