Research
Each study here started as a real problem someone needed answered: how I framed it, what I did, and what shifted because of the work. The methods change with the question, from interviews and timing runs to transcript analysis and prototype testing. The bar stays the same: findings specific enough for a team to act on. Pick whichever pulls you in.
ER Access Timing
I observed 10 participants using devices through the full Bring Your Own Device (BYOD) registration gauntlet, then mapped where friction was creating nurse dependency instead of patient independence.
Why Patients Call
I rebuilt the Five9 call categorization system from transcripts up because the agent-applied tags were too inconsistent to surface what was actually happening.
The Connect Records Study
I tested three variants of the Connect Your Records flow to see if clearer design would reduce support calls.
Your Path to Wholeness
I evaluated AdventHealth’s Wholeness onboarding across roughly 35 participants to test the heart metaphor, the input model, and whether patients understood what their score meant.
Guided Scheduling
I tested a structured, filter-based provider search prototype designed to help patients reach the right care without already knowing the specialty.
Finding Care Behavior
I observed 30 participants using the updated Find Care experience to understand how search entry points, insurance, filters, availability, and relevance shaped trust in provider results.
OB/GYN Scheduling
I evaluated a proposed OB/GYN scheduling flow to understand whether patients could schedule annual exams, request appointments, and trust reason-for-visit and confirmation details.
App 3.0 In-person Study
I observed participants using the AdventHealth App 3.0 update to understand reactions to the redesign, personalization expectations, navigation clarity, and accessibility issues.
Care Advocacy Automation
I analyzed survey feedback from assigned Care Advocacy patients to understand where automation could reduce support lift without removing the human touch they valued.
Checkout Experience Web
I tested proposed web checkout and scheduling updates with 100 participants across video visit, existing patient, and request-an-appointment scenarios.
Provider Communication and Messaging
I synthesized research on patient/provider communication demand, live chat trust, and how Care Advocacy could absorb pressure from digital messaging.
Shopping For Care
I explored how patients shop for primary care when availability is scarce, and whether alternate care options can help them establish care sooner.
Hope 3.0 Chatbot Evaluation
I ran moderated think-aloud sessions and an unmoderated survey across the chatbot’s highest-volume tasks to map where the experience broke trust.
AdventHealth App Onboarding
I benchmarked AdventHealth’s flow against six competing apps and mapped where the sign-up and sign-in experience was losing momentum before users could reach value.
AddictionCenter.com Redevelopment
I led a redevelopment that combined competitor analysis, content audit, audience surveys, and A/B testing to shift the site from pressure-dependent to self-directed research.
Research Reports
These are the formal research artifacts that sat alongside my project work when a team needed to walk findings together or absorb a study outside a case study.
Let’s talk.
If you’re working on a research question that’s hard to scope, hard to staff, or hard to communicate upward, I’d be glad to talk it through. The shape of the problem usually becomes clearer once we name it out loud.