Overview of my work with CommunityAmerica Credit Union
Creating products and processes to better serve the 250,000 Members across the greater Kansas City area. CommunityAmerica Credit Union is the largest credit union in Kansas and Missouri.
Key Contribution
I played a pivotal role in driving user-centered insights and strategic direction at CommunityAmerica Credit Union by combining qualitative research, data analysis, and cross-functional collaboration. Through conducting in-depth user interviews and usability testing, as well as analyzing large sets of customer feedback, I ensured the voice of the customer was consistently integrated into product development and decision-making. My ability to synthesize findings, adapt research processes when needed, and communicate effectively with senior leadership helped shape both immediate product improvements and long-term strategic initiatives for the organization.
Strategic Data Analysis
& Insight Development
& Insight Development
Analyzed over three years' worth of open-ended customer feedback to identify trends and infer the root causes of fluctuations in customer ratings.
Investigated and documented key user pain points, providing actionable insights for improving the user experience.
Delivered strategic recommendations to leadership, guiding product and service improvements based on data-driven insights.
Developed a structured feedback loop to consistently collect, analyze, and share user insights with department heads, fostering cross-functional collaboration.
User Research
& Testing
I joined the team during the pre-launch phase of a new product, contributing to an exciting and fast-paced environment.
Developed comprehensive research plans and crafted targeted interview scripts to align with key objectives.
Designed a standardized note-taking template to streamline data capture and ensure consistency across the team.
Recruited participants aligned with our target personas to ensure relevant insights were gathered.
Conducted 30-60 minute user interviews, capturing and analyzing key soundbites and behavioral insights.
Synthesized findings into a detailed presentation deck, effectively communicating insights to cross-functional stakeholders.
Led a heuristic evaluation to identify usability issues and provide actionable recommendations for product improvement.
User-Centered Testing for Product Rebranding
Led focus groups and brainstorming sessions to explore potential names for a product, ensuring alignment with core brand values and user expectations.
Synthesized insights from the focus groups and conducted follow-up surveys (rating and ranking) to validate naming options and gauge user preference.
Collaborated closely with senior leadership, providing regular updates and adapting the research approach as necessary to address evolving needs and priorities.