Hello!
I'm Claire and I am a Senior UX Researcher based in the San Francisco Bay Area.
I have over ten years of experience leading research in complex, high-risk product environments. I specialize in understanding human behavior in ambiguous, trust-sensitive situations and translating insights into clear product and strategy direction.
My work spans large platforms, customer migrations, and emerging capabilities, often where systems are deeply interconnected and decisions carry meaningful risk for both customers and the business. I partner closely with design, product, engineering, and leadership to bring clarity to uncertainty and help teams move forward with confidence.
I also love hanging out with my dog in nature, cycling, and writing music.
Research Impact
A selection of projects where research helped teams navigate complexity, reduce risk, and make confident product decisions.
Guiding customer experience through large-scale change
Shaping strategy for keeping customers secure
Providing clarity and confidence in high-stakes moments
Raising the bar for research influence, impact, and craft
Large-Scale Platform Migration & Acquisition
Overview
I led research for a large-scale customer migration following a major acquisition, supporting teams responsible for multiple interconnected products and systems. The work focused on ensuring continuity and clarity for customers during a period of significant change, where even small missteps could erode trust or drive unnecessary support volume and costs for the business.
Success depended on understanding how decisions across teams accumulated into a cohesive experience.
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The Problem
Teams were making high-impact decisions in parallel, often without a shared view of the end-to-end customer journey. Research was distributed across several workstreams, creating a risk that localized optimizations would introduce confusion, friction, or inconsistency elsewhere in the experience. Leadership needed a way to see systemic risk, not just isolated usability issues.
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My Role
I owned research across discovery through delivery, acting as a connective layer across teams. In addition to leading discovery research, I was responsible for synthesizing insights across multiple studies, surfacing patterns, and translating fragmented findings into a coherent narrative that teams and leaders could use to make coordinated decisions.
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Research Approach
I led and integrated multiple streams of research, including:
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Discovery research to understand customer expectations, concerns, and mental models during large-scale change
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Evaluative studies using the Single Usability Metric (SUM) to identify experience risk
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Content and comprehension testing at key moments of the conversion experience
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Meta-synthesis across teams to identify systemic issues rather than one-off problems
The meta-synthesis work was especially critical in shifting teams from reactive fixes to experience-level decision-making.
Impact
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Enabled strategic decisions across multiple product areas by providing a shared view of the customer journey
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Identified systemic experience risks that would not have surfaced through individual studies
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Aligned cross-functional teams around common priorities and tradeoffs
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Supported a successful migration with strong usability outcomes and reduced customer friction
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Account Access & Sign-In Strategy
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Overview
My research supported key decisions around how customers sign in and access their accounts, helping teams evaluate new approaches and understand readiness, expectations, and adoption considerations. The work required balancing immediate delivery needs with longer-term strategy in a fast-moving, technically complex space.
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The Problem
Teams needed clarity on where to invest, how customers understood emerging sign-in methods, and what might prevent adoption. Without research-led alignment, access risked becoming a set of disconnected decisions rather than a coherent experience.
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My Role
I partnered closely with product and design leadership to shape the research roadmap, frame the right questions, and ensure insights directly informed both strategy and product delivery.
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Research Approach
I led a mix of strategic and tactical research, including:
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Opportunity mapping sessions to align teams on high-impact problem spaces
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Discovery research to understand behaviors, expectations, and mental models related to sign-in
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Concept testing to determine the features and solutions resonated with target users.
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Evaluative research testing UI and content within critical flows
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Ongoing synthesis to connect individual findings to broader product direction
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Impact
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Helped teams prioritize where new approaches to sign-in would deliver the most value
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Influenced strategy beyond individual flows or features
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Created shared understanding across product, design, and engineering
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Supported the successful introduction of new sign-in capabilities
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Verification & High-Risk User Flows
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​Overview
I led end-to-end research for trust-sensitive user flows where customers were asked to complete unfamiliar or high-stakes actions. This work focused on reducing anxiety, increasing comprehension, and designing experiences that feel humane while meeting strict system requirements.
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The Problem
High-risk moments place emotional and cognitive burden on users. Teams needed to determine not just whether people could complete tasks, but how the experience felt and where uncertainty, frustration, or fear emerged.
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My Role
I owned research across discovery, testing, and delivery, working closely with cross-functional partners throughout the product lifecycle.
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Research Approach
My work included:
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Discovery research to understand emotional responses, concerns, and expectations
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Usability testing focused on comprehension, confidence, and ease
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Iterative testing throughout delivery to reduce friction and uncertainty
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Clear synthesis and storytelling to keep teams grounded in human needs
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Impact
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Helped teams balance rigor with empathy in high-stakes experiences
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Reduced confusion and friction during critical moments
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Contributed to work recognized internally and externally for design excellence
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Demonstrated the value of sustained research from early discovery through delivery
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​Leadership, Influence & Research Practice
Beyond individual projects, I play an active role in shaping research practice, culture and influence across the organization:
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Lead senior-level conversations connecting research insight to executive decision-making
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Design and facilitate workshops to drive alignment, strategy, and collaboration
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Mentor researchers and designers on framing, synthesis, and storytelling
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Serve as a Culture Council lead, where I partner with peers and leaders across the company to identify cultural friction, implement initiatives that improve psychological safety and collaboration, and create spaces where teams can do their best work.
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Deliver talks to large internal audiences on research impact
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Regularly lead work in ambiguous, high-stakes environments
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I’m motivated by work where research brings clarity to complexity and helps teams make better decisions.