UX RESEARCH · SERVICE DESIGN · STRATEGY

Hi, I'm Grace. I help teams understand how people navigate complex systems.

Most of my work starts with just... watching people try to get something done. I study how people navigate complex systems, from organizational services to everyday products, and use mixed-methods research to help teams build experiences that are more useful, usable, and human.

UX Research

Mixed methods · Interviews · Journey Mapping

Domains

Membership · Healthcare · AI · Mobility

Impact

Research Strategy · Service Design · Product Decisions

CASE STUDIES — A FEW STORIES FROM THE FIELD

Pittsburgh Technology Council member experience research

Rethinking how a technology council serves its members

Members engaged with PTC in very different ways. Mixed-methods research revealed how members engaged differently, and helped shape a more targeted, coalition-based strategy.

Mixed-methods research • Service strategy • 2024–2025

Project Daylight AI parenting product research

Helping working parents coordinate everyday family life

Parents weren't looking for another AI assistant. They wanted less mental overhead. Research reframed the product around reducing cognitive load instead of adding more automation.

Mixed-methods research • AI product • 2025

Mendelssohn Choir digital experience redesign

Redesigning the digital experience for a historic choir

Audience research revealed where first-time visitors lost confidence. I led the research and information architecture behind a redesign that made performances, donations, and ticket purchases easier to navigate.

UX research & product design • Nonprofit • 2024

FOG management civic design research

Helping restaurant owners manage grease before it becomes a city problem

Restaurant owners weren’t ignoring FOG. They had no guidance, no disposal options, and no city support after opening day. Research reframed the problem from enforcement to access.

Field Research & Civic Design · Government · 2022

HOW I WORK

Contextual inquiry

Ethnographic research in the environments where decisions actually happen.

Service blueprinting

Mapping the front and back stage together, so fixes hold.

Research ops & synthesis

Building the systems that make research repeatable, not one-off.

Stakeholder workshops

Bringing the people who'll act on findings into the room early.