Led cross-functional research on fraud control features, using DOMO analytics, Zendesk ticket audits, stakeholder interviews, surveys, and a Lyssna usability test with three UX variations. One variant achieved a 100% success rate, directly shaping how the mobile team will educate users in the future.

Designed and launched self-certification tooling for EV hardware manufacturers, transforming a manual, high-touch process with long lead times into a scalable, self-serve experience. Conducted 10+ technical discovery sessions and partnered directly with users to ensure the tool met real-world testing needs, while balancing limited dev resources.

Took ownership of a key diagnostics feature mid-project, leveraging Pendo analytics and feedback from support teams to inform multiple UX iterations. Ran comparative testing in Lyssna that showed the final design outperformed the control, now being prepared for engineering handoff.