Created scenario-based, interactive modules to help learners understand puppy care, breed selection, and ethical breeder practices, improving retention of practical, decision-making knowledge.
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Mapped the structural gap in post-discharge psychiatric care coordination and designed two role-differentiated tools to close it.
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Researched utility portals with SMEs, simplifying complex workflows into actionable insights to improve self-service and reduce effort for customers and staff.
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Created five comprehensive design guides for key residential utility website features, benchmarking 93 websites across desktop and mobile, providing usability metrics, best-practice recommendations, and actionable design guidance.
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Developed insights-driven recommendations to improve residential utility customer support, combining analysis of contact center operations with UX research and customer journey design to enhance self-service and overall satisfaction.
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Reworked onboarding flows, content maps, and prototypes to improve engagement and reduce friction.
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Conducted usability testing and prototyping to improve lesson customization and professor workflows.
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Simplified onboarding and matching flows to reduce volunteer drop-offs and improve clarity.
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