About Me

I’m currently a senior CX/UX researcher at United Airlines, where I study how customers navigate complex journeys across digital, physical, and operational touchpoints.

My work often sits at the intersection of customer behavior, product strategy, service design, and business decision-making. I help teams understand not only what customers need, but how they make decisions, where trust breaks down, and what needs to change across the broader experience.

Before moving into UX and CX research, I was an academic researcher, lecturer, author, and international speaker. I earned my PhD from the University of Chicago, specializing in moral psychology, ethics, and value theory. That background still shapes how I work: I’m comfortable with ambiguity, complex tradeoffs, competing stakeholder needs, and questions where the answer is not obvious.

What I bring

Mixed-methods research

I use interviews, field research, diary studies, surveys, concept testing, journey mapping, and evaluative research to understand behavior in context.

Data analytics

I use quantitative data to identify patterns, size problems, compare segments, and connect customer behavior to product, service, and business outcomes.

Product and service strategy

I help teams understand what people are trying to do, what gets in their way, and what to build, change, or prioritize across digital, physical, and hybrid experiences.

Trust and decision-making

My research often examines how people interpret information, evaluate fairness, respond to uncertainty, and decide what to do next.

Philosophical rigor

My background in philosophy and moral psychology helps me clarify ambiguous problems, define concepts carefully, identify hidden assumptions, and reason through tradeoffs.