Projects
As an AI Experience, I led a mixed-methods research project to identify and address the pain points faced by Community Health Workers (CHWs). The primary aim was to determine if and how a central learning hub backed by generative AI could effectively enhance CHWs' ability to serve community families better.
N8 is a tax processing engine supporting ADP’s tax processing for clients across Federal, state, and local tax agencies. The majority of ADP's tax customers’ data rested within a dated Mainframe system. Due to the deep expertise gained from years of troubleshooting, tax processing associates were loyal to N8. But they also
craved an automated, efficient, data-driven solution to alleviate manual workloads and the burden
of stockpiling copious jurisdictional knowledge in their heads. I led a strategic, multi-year research initiative and managed the research team involved to help ADP undergo a successful digital transformation.
In a high-impact project at Heap, I spearheaded an innovative New User Net Promoter Score (NU NPS) initiative, addressing fluctuating user feedback and a high number of detractors. My objective: increase NPS responses by deeply understanding and addressing the pain points of these users. Leading a nimble team, I incorporated a blend of Teams, Zapier, and ChatGPT for efficient research automation, while incentivizing user feedback through creative means.
