Problem

Researchers were limited to study-specific messaging, making it hard to send updates, engage participants, maintain panel health, share updates, or ensure compliance. Workarounds & methods that were inefficient, error-prone, introduced external processes, friction and inconsistency.

Solution

Panel messaging that was decoupled from studies. A streamlined bulk email composer built directly into the participant management system, enabling teams to communicate with segments of their panel across studies, without the need for workarounds.

Approach

^‍I led the end-to-end research and design for a bulk messaging feature, collaborating closely with researchers, customer success, and engineering. I identified key use cases, validated designs through testing, and ensured the experience was simple, secure, and compliant.

Outcome

The MVP filled a critical communication gap and also laid the groundwork for broader platform changes. It allowed the team to test backend decoupling between participants and studies, which helped inform future architecture decisions for more flexible relationships.

Problem

Solution

Role and Impact

Start with small wins, build toward a system.

Led end-to-end research and product design in close collaboration with Customer Success and Engineering—validating core workflows, ensuring regulatory compliance, and streamlining panel maintenance

Outcome (Early Signals)

Initial metrics show teams actively testing the tool to integrate it into their existing workflows. While broader adoption will scale as clients update their internal messaging protocols, early results demonstrate strong strategic value:

• Streamlined Operations: Eliminates external workaround tools and reduces support burden.
• Accessible Management: Gives teams direct visibility and control over participant segment communication.
• Scalable Foundation: Establishes a compliant, centralized foundation for multi-study panel outreach.

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The Problem

A rapid Multi-Factor Authentication (MFA) rollout caused user friction, exposed fractured experiences across five security channels, and a triggered a surge in support calls, creating critical security and usability gaps for USAA's 13+ million members.

The Solution

Invest in a better roll out Security and Experience strategy while addressing as many core experience usability and security gaps in the process.

The Approach

We paused to zoom out.
I co-led a cross-functional blueprinting effort to map authentication pain points, align teams, and reframe security as a service, not just a system. Through interviews and channel audits, we mapped the fragmented authentication landscape, and facilitated cross-functional workshops to align on a unified, user-centered security strategy.

We prioritized usability alongside risk, building trust with security teams and identifying quick wins and long-term fixes.

Outcome (Impact & Future Implications)

The resulting security blueprint guided user-centric improvements, projected to save millions by streamlining authentication and reducing call center volume.

• Unified strategy for future MFA rollouts
• Projected cost savings via reduced support calls
• Strategic alignment across teams
• Foundation for secure, scalable authentication vision

Problem

USAA’s login experience was fragmented and unreliable. MFA enrollment was hampered by an aggressive roll out, outdated contact info, confusing flows, and frequent timeouts. Members hit dead ends, the UI lagged behind the design system, and inconsistent patterns contributed to low adoption, rising fraud risk, and heavy call center volume.

Original Experience:

Approach:

Following our Security Blueprinting Initiative, we redesigned the web login from the ground up—resolving usability issues, modernizing the backend security infrastructure, and ensuring the new experience met WCAG accessibility standards. This effort unified login flows, simplified MFA setup, and aligned design and security to support a more resilient, inclusive system

Outcomes

• A seamless, accessible, and updated logon experience
• Improved MFA enrollment and reliability
• Reduced member friction and long-term call volume
• A stronger security foundation and scalable design system patterns