I'm a UX Researcher bringing an anthropological lens and hospitality mindset that drive business decisions and the people those decisions reach.
About
With 6+ years across CX, service design, and UX research, I build research practices that shape product decisions from the ground up, from defining the right problem to ensuring the right customers are part of the conversation. At JPMorgan Chase, I pioneered the firm's first bilingual research framework through cross-functional education, advocacy, and research, opening the research process to millions of Spanish-speaking customers.
My approach is built around shared understanding between the customer, the research, and the business. I combine service design thinking with human-centered research methodology to surface core problems and build the infrastructure that keeps that understanding moving across teams.
Methods
- Mixed Methods
- In-Depth Interviews
- Usability Testing
- Survey Design
- Statistical Analysis
- Journey Mapping
- Contextual Inquiry
- Workshops
Specializations
- Bilingual Research (Spanish/English)
- Inclusive Design
- Service Design
- Financial Services
Tools
- Dovetail, DScout
- Figma, Maze
- Miro, Qualtrics
- R, UserTesting
Works
Building a Scalable Spanish Language Research Initiative
Pioneered the firm's first standardized bilingual research framework, enabling 150+ researchers to conduct Spanish-language studies and expanding research reach to millions of limited English proficiency customers.
Case study available upon request
Preventing Deceptive Patterns in Financial Products
Supported mixed-methods research for a new fee-based deposit product, identifying critical clarity issues to protect vulnerable customers from deceptive patterns. Research informed key design decisions and passed internal compliance review.
Case study available upon request
Rethinking a Firm-Wide Digital Payout Strategy
Led generative discovery research across six lines of business to understand low conversion, shifting the team from a solution-first approach to a shared, customer-centered problem definition that shaped the digital strategy.
Case study available upon request
Derisking Customer Onboarding for a Firm-Wide Platform
Led research on friction in the customer onboarding process for a firm-wide data platform, surfacing findings for senior leadership that shaped the platform's discovery roadmap.
Case study available upon request
Improving End User Retention at a SaaS Talent Mobility Company
Led cross-functional research to identify service delivery gaps and reduce drop-off rates for prospective buyers segment, resulting in 10% increase in client retention and improved processes org-wide.
Case study available upon request
Improving the Mobile Web Search Experience for Canadian Explorers
Led 6-week research project to understand high bounce rates on mobile web search functionality, resulting in design recommendations and heuristic approach for search optimization.
Case study available upon request
Defining Research Strategy for MVP Launch
Developed a comprehensive research strategy for mobile website build, including competitor analysis, user interviews, persona development, and iterative usability testing.
Case study available upon request
Incorporating Inclusive Practices for Older Adults in FinTech
Award-winning case study focusing on inclusive design practices for older adults in financial technology, emphasizing accessibility and bilingual user needs.
Case study available upon request
Featured In
Best Spanish-speaking Contra Freelancers (2025)
Recognized on Contra's freelancer platform.
View on Contra →User Research Strategist Podcast (2024)
Featured guest discussing transitioning from small to large organizations.
Listen here →