Partnered with Product and Engineering to redesign the NMLS Resource Center information architecture; validated through tree testing with 50 users, achieving 50% task-completion improvement across 10 common searches.
Synthesized insights from 60+ product interviews for the State Examination System (SES) to identify user behaviors and key pain points, directly informing the product roadmap.
Facilitated fly-in sessions with regulators nationwide to map 3 SES workflows, generating a backlog of 9 prioritized improvements now under development.
Led UX initiative to improve self-service support for the Nationwide Multistate Licensing System (NMLS), used by 64 state agencies to regulate financial services; reduced navigation time by 50%.
Mapped user journeys for 6 NMLS workflows through 9 semi-structured interviews and analysis of 900+ ServiceNow support cases, identifying 25+ pain points that informed prioritization for the Resource Center redesign.
Presented findings and opportunities to senior stakeholders, including VPs and Product Managers, resulting in a shared backlog informing the NMLS Resource Center redesign.
