Hi,
Lydia here!
I'm a Senior UX Researcher from the PNW, leading impactful studies in the education, healthcare, automotive, finance, and non-profit sectors for top-tier clients.
My skills in conducting user interviews, usability testing, and concept testing uncover key insights and opportunities. Known for my engaging storytelling and collaborative spirit, I make complex data approachable.
Off-hours, I'm channeling my inner fly girl at Jazzercise and getting dirty in my urban meadow. Dive into my work, and let's make user experiences better together!
What I Can Do for You
Generative Research
- card sorting
- persona creation
- user interviews
- interactive focus groups
CASE STUDY
Coming Soon
Evaluative Research
- developing research questions
- screening and recruiting participants
- writing discussion guides
- remotely facilitating usability sessions
UX Strategy
- UX competitive analysis
- concept testing and development
- information architecture tree testing
Empowering Users on the Path to Enrollment
A Comparative Usability Study for a Fortune 100 Medicare Provider
Case study
Challenge
Who
A less tech-savvy, 65+ consumer
What
Users were dropping out of the Medicare Advantage Plan online enrollment flow, opting to speak with agents instead
Why
Our client needed to identify the critical points where these drop-offs occurred and find ways to keep users engaged with the online enrollment process to reduce reliance on agents and save costs
Impact
Instead of the major redesign the client was envisioning, our research identified a few key ways to empower users to see the online enrollment process through to completion.
We recommended:
01
02
reorganizing the enrollment flow to check a user’s Medicare eligibility earlier in the process, but not as an impersonal first step
implementing a few simple visual design solutions to their progress tracker to enhance the transparency and accuracy of the enrollment steps
Process
Key methodology
Comparative Testing
We created interactive prototypes of our client's online enrollment process and a major competitor's experience. Over the course of 20 one-on-one usability sessions, participants completed both and compared the key differences.
Key Finding
Users found the competitor's time-saving approach of verifying Medicare eligibility before collecting their name and basic information impersonal and cold
My Role
- Developed participant screener
- Created interactive prototypes
- Authored the discussion guide
- Moderated usability sessions
- Analyzed test data
- Crafted and presented final report
Bridging Generations:
A Mixed Methods Approach to Concept Testing a Family Story-Sharing App
Case study
Challenge
Who
Both members and non-members of a global religious organization with 17 million followers
What
A newly developed app designed to encourage family connections through story-sharing
Why
Our client needed to determine whether there was sufficient interest from all age groups to justify a major launch and promotional effort in North America and beyond.
Impact
The concept was universally appealing to all ages. However, during the sessions, critical usability issues emerged that participants indicated would hinder their adoption of the app.
We recommended:
01
02
pausing their plans to widely roll out the app and immediately addressing the usability issues that were barriers to entry
advancing the concept without hesitation
Process
Key methodologies
In-Depth Interviews
We took an ‘ethnography lite’ approach asking participants to complete a series of tasks before our session and record their reactions. We remotely moderated the interviews, had users share their screens, and discussed their reactions to using the app.
Survey
Meanwhile, over 200 members and non-members of the organization were shown a 2-minute introductory video demo of the app. They were then asked a series of close-ended, Likert scale questions to gauge their interest in the app and its features.
My Role
- Developed at-home tasks for IDI participants
- Monitored and assisted participants’ completion of tasks before sessions
- Authored the discussion guide
- Facilitated in-depth interview sessions
- Analyzed IDI data
- Crafted and presented final report
Client Testimonials
Stakeholder
Non-Profit Sector
“Lydia was so perceptive and sharp and helped the participants feel comfortable and eager to share their impressions. She asked really good follow-up questions and generated very productive discussions.”
Designer
Healthcare Sector
“You did a fantastic job! Each session has been super professional. Another interesting study.”
Stakeholder
Non-Profit Sector
“The new homepage is now live, which is heavily influenced by your research over the past few years, and our great partnership in improving the user experience both for members and nonmembers.”
