Work

Foundational

Research Framework

UDEMY

Goal: Build a unified understanding of our users via a cohesive narrative that could help Udemy develop more holistic user experiences that were rooted in customer empathy. Wanted to use the increased empathy and understanding to focus strategic efforts on a target user within each user type.

Process: Over the course of a year, executed market segmentation and persona development, Jobs-to-be-Done, and customer journey maps to increase the company's understanding of multiple user groups. More details can be found in this Medium article.

Outcome: Developed foundational research framework to integrate personas, Jobs-to-be-Done, and customer journeys.

Claire’s contribution: Lead researcher for each phase. Created and articulated the framework to combine each research methodology. Circulated framework to company and the larger UX research community.

Chrome Application Pilot Program

VERSAL

Goal: Execute a pilot test of Versal’s new Chrome Application for Chromebook use in K-12 classrooms. Then develop case studies as marketing materials for submission to Google’s Education Pack to secure a successful program launch.

Method: Interview + Usability Study

Process: This was an extensive research and marketing initative timed with the start of the school year. The process was as follows.

Developed the test protocol and participant requirements.
Recruited 8 qualified teachers to complete a one-month trial of the beta Chrome Application to adopt into their classrooms. Collected (unstructured) usability feedback to fix product and repair bugs, which were reported to engineering and addressed.
Created and administered exit surveys.
Conducted exit interviews with each participant, the content of which was used to write a case study for each teacher -- available below. The case studies are now available for view and download on the landing page for the Chrome App and were instrumental for the acceptance of Versal's Chrome App to Google's Education Pack.

Outcome: Case studies were published on Versal's blog, and were utilized to secure acceptance of Versal's Chrome App to Google's Education Pack in the fall of 2015.

Claire’s contribution: Designed research process. Executed entire project from start to finish, including surveys, interviews, and case studies.

Case studies: Mader | Storey | Larson | Jones | Gest

Fun Facts:

Citizen of USA and France | Conversationally Fluent Spanish |

Bird-called on The Late Night Show with David Letterman

Survey of Bear Hunting vs. Bear Viewing Tourism - Canada

CENTER FOR RESPONSIBLE TRAVEL (CREST)

Goal: Assess the economic viability of two tourism industries in the Great Bear Rainforest, Canada -- bear hunting and bear viewing. Initiative was spurred in defense of the Kermode “Spirit bear,” a subspecies of the black bear that lives in the Great Bear Rainforest and is a sacred species for the First Nations people of Canada. Because of its white fur, the Kermode bear is often a target of hunting.

Method: Survey

Process: Through a project with the Center for Responsible Travel, Claire developed two surveys used in the summer of 2013 to assess the viability of two bear-related industries in the Great Bear Rainforest of Canada: bear viewing and bear hunting.

Outcome: This research helped influence the signing of a provincial agreement on February 2, 2016 to protect the Great Bear Rainforest - abolishing logging in 85% of the rainforest, and abolishing hunting within the Kermode bear’s environmental range. Link to BBC press release. It also helped contribute to the government's decision in December 2017 to ban bear hunting in British Columbia.

Claire’s contribution: Created surveys, arranged for follow-up interviews with participants. Analyzed results, drafted and edited the final research paper for CREST.

Industry Viability Study