COEN
THORNTON

UX Research & Service Design Consultant

Led an end-to-end research study spanning three months, utilizing 20 in-depth interviews and contextual inquiry that shifted organizational priorities toward higher-impact service improvements.

Created two service design prototypes — one for an initial build-out and another for an established café — from contextual inquiry research findings.

Strengthened team buy-in and change readiness by collaborating with front-of-house, managers, and leadership during research and design phases.

Assessed new technology integrations with multiple iterations of service flow and their potential impact to increase revenue potential by 75%.

Synthesized research study and design prototypes into a presentation deck and presented to key stakeholders — including the business owner, front-of-house manager, and back-of-house manager — for alignment.

Staff Counselor & Equipping Team Apprentice

Developed a human-centric approach through 3,500 hours of 1:1 interviews, capturing longitudinal qualitative findings and logging insights into an electronic health record system in compliance with HIPAA.

Refined an MVP with mental health best practices and human-centered insights as a mental health expert.

Presented a mental health product for community leaders to better understand emerging mental health methodologies, product developments, and human-centered solutions to enhance mental wellness.

Delivered EHR best practices to colleagues and collaborated with the leadership team to discuss process pain points.

Clinical Case Manager

Conducted daily 1:1 interviews with 30 adolescent students and tracked and observed qualitative data over time.

Utilized contextual inquiry to research students' developmental context and identify barriers to their emotional well-being.

Synthesized observational and interview data into written reports, which guided clinical teams in refining intervention strategies in compliance with FERPA and HIPAA law.

Strategized and conducted over 100 descriptive surveys for students to better understand and develop material to address their mental health challenges.

Masters in Counseling

Bachelor's in Psychology & Global Studies