What I’ve Been Up To…

@ Mastercard Digital Labs | 2023-2025

Named as one of the “world’s best innovation labs” by Global Finance Magazine - my role in Mastercard Digital Labs was to guide clients through our proven innovation process to create new products & services (or build upon something that already exists!)

KEY OUTCOMES

• $6M+ of revenue generated from my project engagements alone

• $50M+ of revenue generated from upsell strategies generated during my project engagements

ROLE SUMMARY

Consultant of “Design Thinking” innovation & product strategy within Mastercard Digital Labs. Primarily responsible for ingesting abstract/loosely defined business challenges, identifying/understanding requirements, applying available product offerings alongside industry best practices, and ultimately delivering a solution that adds tangible value to business clients/consumers.

WHO I SERVED

Large national banks, small regional banks, startups, FinTechs, merchants, and internal product teams.

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@ Mastercard Technologies | 2021-2023

Sole UX Subject Matter Expert for the org that owns hardware, software, access, and tools for 30,000+ employees. Defined and managed critical employee experiences and special projects across IT and operations.

KEY OUTCOMES

• Launched the company’s #1 most-visited intranet; unified 7+ help desks

• Eliminated the #1 ticket driver (~1,000/day password resets)

TEAM ENABLEMENT

Mentored 7 colleagues in Design Thinking & UXR; established an inter/intra-department operating model to streamline delivery.

HIGHEST VISIBILITY PROJECT

Redesigned the employee technical help journey (Enterprise Support Portal) to centralize support and remove critical friction.

DETAILS

Defined, coordinated, and managed key employee experiences for the entire Mastercard workforce (30,000+ employees). Scope of influence included (but was not limited to) hardware, software, access, tools, and specially defined projects

• Took the lead to train/mentor seven colleagues in Design Thinking and UX Research methodologies that in turn increased the work product quality for a department of over fifty professionals

• Created an (inter & intra) departmental operating model effectively integrating a newly formed small team into the larger company, eliminating implementation roadblocks and ensuring efficiency when working with various key functions of the firm

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@ Mastercard Technologies | 2011-2021

As a Senior User Experience Researcher, I was responsible for ensuring Mastercard products are easy to use and met/exceeded their intended value proposition to the customer & end-user

KEY OUTCOMES

• Led 100+ UX studies across B2B & B2C prototypes; informed roadmap decisions

• 10+ years dedicated strictly to UX Research

ROLE SUMMARY
Project lead accountable for studying and optimizing end-user experiences across customer-facing platforms, internal tools, and co-created client prototypes. Mixed-methods (qual and quant) tuned to each project: interviews, JTBD, concept tests, and experiment design.

DETAILS

As a project lead; studied, analyzed, and optimized end-user experiences in over 100 prototype B2B & B2C products leveraging qualitative and quantitative UX Research and Design Thinking methodologies tailored to each unique project. Scope of prototype products varied widely from customer-facing platforms, to internal tools, to client co-created prototypes from many industries including (but not limited to) airline & travel, commercial real estate, retail, banking, FinTech, & government. Beyond optimizing prototype and production solutions, many projects required mixed methods research to generate insights to guide optimal next steps for product owners & leadership.

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