https://www.meganwilkinsonsf.com/home daily 0.75 2015-08-25 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1516497115605-SAMMCX1CJ40CTZ4CXN4F/Poppy+Sea+Ranch+2.JPG Home https://www.meganwilkinsonsf.com/work daily 1.0 2026-01-23 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744681034605-W5H1Z2WOH5RXP4N1GMAI/unsplash-image-hBuwVLcYTnA.jpg Home https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1769143482969-C3JG4RLRL697GD3KSUOZ/business-flat-drawing-active-businesswoman-leader-stands-on-arrow-and-points-direction-forward-female-worker-flying-using-rapid-up-arrows-symbol-success-business-manager-cartoon-illustration-vector.jpg Home - Leadership https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1769143267578-DT9NRHR8IMLOMG2W336I/signing-contract-isolated-cartoon-vector-43215679.webp Home - Financial tools https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1769143346886-RXZD81J7OHLQOWF8XZYH/justice-scale-standing-on-stack-of-law-books-2d-cartoon-object-legal-knowledge-balance-legislation-literature-education-bookstack-isolated-element-flat-clip-art-on-white-spot-illustration-vector.jpg Home - Legal tools https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744680292146-E2FC41JOYHOZDC03JCL6/GV+logo.png Home - Google Voice https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744680258481-X527RXQ9D6BVK4EXPGXI/micromentor.jpeg Home - Micromentor https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1769142702620-BWZ050D32JHQH3XNHV92/Airbnb-Emblem.png Home - Airbnb https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1769142767550-DRUICCPHXPZIAB255TFG/Nikon+logo.png Home - Nikon: UXW https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1769143585523-TPPMUVVY28ICOX653L00/cartoon-illustration-of-photo-camera-shutter-aperture-diaphragm-of-optical-lens-isolated-on-white-background-vector.jpg Home - Nikon: IA https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1769144730347-LCKPVO87IMBTPRY6YF70/map_of_russell_city_ca.jpg Home - Ethnography https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1769144591307-2VZPLJ1DBIR3S1JMX7K4/GROUPTRAVEL_SS_HR.webp Home - JoyRide mobile app https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157136762-Z4YQ4LNXDL5VW38CZV6T/Serenity+Lotus.jpg Home - Serenity mobile app https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157365670-6Y2UQFCZUB31YOF2I8UU/Splash+Page.jpg Home - History Now! mobile app https://www.meganwilkinsonsf.com/about daily 0.75 2026-01-26 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744676859791-YGCBWRIJSTIIUIN38FK7/unsplash-image-3mt71MKGjQ0.jpg About https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/e3434e1c-6ab7-4bd8-b5fa-43617a967731/Headshot+lofi+white+background.jpg About - Hi, I’m Megan I am a UX Researcher dedicated to transforming complex human behaviors into actionable product strategies. With a foundational background in Anthropology, I view every digital interaction as an extension of a human story. My goal is to move beyond mere data points to uncover the "why" behind user actions, ensuring that the products we build are not just functional, but profoundly resonant. https://www.meganwilkinsonsf.com/airbnb-user-research daily 0.75 2026-01-24 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1566755403455-GYTHN67VZPPZQDVQ0LN8/IMG_0369%2B2.jpg UXR: Airbnb Experiences https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1523661139590-VVIMF33KGCPMUEYR9OA5/KY1.JPG UXR: Airbnb Experiences - Methodology I utilized a hybrid research framework to pressure-test the platform’s usability from multiple angles: In-Depth Interviews: 4 sessions focused on user flows and decision drivers. Remote Usability Testing: 3 sessions capturing real-time interaction data via UserTesting.com. Quantitative Research: 2 targeted surveys (Google Forms/mTurk) to validate qualitative findings at scale. Competitive Audit: Analysis of Nextdoor and Facebook Events to benchmark industry standards for local discovery. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1516930370517-EGNT17QPW2D6H2J530CA/KY4.JPG UXR: Airbnb Experiences - User outreach Geographic Reach: Focused on Western U.S. markets (California and Hawaii). Age Range: Targeted a core demographic (Ages 18–45). Recruitment Goal: To contrast the "expert" workflow of current users against the "discovery" friction experienced by first-time users. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517086969005-M3KTL6L8F6M7PAEGT618/Survey+1.png UXR: Airbnb Experiences https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1566757034409-MSGVEX0MU2VKF1XLCLVA/UXR+Airbnb+for+Website.png UXR: Airbnb Experiences https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1566757866947-UB4JA2D3GTZC7S60BYKD/Airbnb+Screen+shot+icon+visibility.png UXR: Airbnb Experiences - Key Usability Findings My qualitative deep-dives revealed three systemic barriers to entry within the current user journey: Taxonomy Confusion: 100% of in-person participants (4/4) exhibited confusion regarding the “Experiences” nomenclature, failing to distinguish the service from standard home rentals. Visual Accessibility Gaps: 50% of participants (2/4) identified the iconography as a cognitive burden, citing low visibility as a primary deterrent (see highlighted example). Navigation & Filtering Friction: 50% of users (2/4) encountered significant abandonment risks while attempting to use filters, indicating a mismatch between the current filter logic and user mental models. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1516931843192-D7AHM8G8Q8NTCVHMSVSP/iPhone+w+FB+Events.png UXR: Airbnb Experiences - Market Intelligence To benchmark Airbnb’s positioning, I measured current user behavior regarding event discovery through my survey. The data revealed Facebook’s overwhelming market dominance, identifying it as the primary competitor to the "Experiences" ecosystem: Market Leader: Facebook emerged as the definitive incumbent - 91% of respondents reported it as their primary search tool. Niche Player: Nextdoor maintained a significantly lower footprint at only 10%, suggesting its utility is confined to hyper-local or neighborhood-specific use cases. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517087215066-TJFICVGN2E01IYFSRY02/Airbnb+event+preferences.png UXR: Airbnb Experiences https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517089537705-WGFIGFFWA4H7XNFWUBTO/Support+Help.png UXR: Airbnb Experiences https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1516932053095-P45C203ZUCG1C61XDYQY/heuristics.png UXR: Airbnb Experiences https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1516933738056-XBSSSRK23B0LUP7H0I6W/Conducting-User-Interview-Research.jpg UXR: Airbnb Experiences - The Planning vs. Booking Paradox My research identified a significant discrepancy between general social behavior and actual Airbnb Experiences conversion: General Behavior (The Planners): Survey 1 established that women are the primary drivers of social planning, with 74% of respondents identifying females as the lead organizers in their social circles (compared to 65% for males). Platform Reality (The Bookers): Despite their role as planners, women represent only 20% of Airbnb Experience bookings, while males account for 80%. Implication: This suggests a "Conversion Friction" for the primary planning persona. There is an opportunity to grow market share by identifying why the primary organizers (females) are not the ones finalizing transactions on the Airbnb platform. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517088911870-1N6U6L56567W8GJWXUF2/ios-vs-android.png UXR: Airbnb Experiences - Cross-Platform Usage & Hardware Insights My research identified a significant mobile adoption gap between Airbnb Experiences and the broader market: The Desktop Constraint: In Survey 1, Airbnb Experience users reported exclusively utilizing large-screen devices—80% Laptop and 20% Tablet—representing a total absence of native mobile engagement during the booking phase. The Competitive Delta: In contrast, 63% of Facebook users engage via mobile, indicating that Airbnb is missing a critical "on-the-go" discovery market. Hardware Distribution: Survey 2 revealed that Android users exhibit higher app-download intent than iOS users, with Samsung emerging as the dominant hardware provider. Recommendation: To compete with Facebook’s mobile dominance, Airbnb should prioritize an Android-first mobile optimization strategy, specifically tailored to the Samsung ecosystem. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1516934219944-FBC5V0FW6TD6KKBMR1LT/bold+fish.jpg UXR: Airbnb Experiences https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1516934605295-OCY0VJ2V8TO42FE5Z1Q4/research+road+map.jpg UXR: Airbnb Experiences https://www.meganwilkinsonsf.com/information-architecture-nikon daily 0.75 2026-01-24 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517084277624-0QR0MN3J1DWRM2TI94N0/Card+Sort+in+class+1.jpg Information Architecture: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517072461560-1DCRM53942UXLNK4Q5WZ/Screen+Shot+2017-12-15+at+7.48.49+PM.png Information Architecture: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517077857659-VS1LJIJEGRURPWBHWCU4/Merve+pg+2+I+view.jpg Information Architecture: Nikon - Step 1: Foundational Research & User Discovery To establish a data-driven baseline for the redesign, I took a mixed-methods research approach. By triangulating qualitative and quantitative data, I was able to identify high-level user goals and the specific pain points within the current Nikon ecosystem: Qualitative Interviews: I conducted deep-dive sessions with photographers to uncover their mental models and decision-making flows. Quantitative Surveys: I deployed a survey to validate the prevalence of identified friction points across a statistically significant user base. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1529027106743-230M8P93E1SH7FV3NE5L/Screen+shot+2018-06-14+at+6.42.19+PM.png Information Architecture: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517073804135-AY59162WXPCJG5JVVUUE/Nikon+Camera+User+Persona.MW.jpg Information Architecture: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/40c22be6-56f4-41e5-a491-9cbb00edd555/confused-user-seeking-answers-online-with-laptop-simple-line-art-for-technology-concept-question-mark-vector.jpg Information Architecture: Nikon - Step 2: Tree Testing To quantify the efficacy of the existing IA, I conducted a Tree Test centered on primary user tasks. This method allowed me to isolate the site’s hierarchy from its visual design to measure true "findability." Key Finding: The results surfaced critical navigational friction: only 21% of participants successfully located “Reviews,” despite it being a top-three user priority. This 79% failure rate indicates a profound misalignment between the site’s taxonomy and user mental models, confirming that high-value content is effectively "hidden" from the intended audience. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1529027609989-KLMG8AF6NQNJXDC2ANY5/Treejack+Nikon+Reviews.png Information Architecture: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517079794077-P07XQZZHLB2F9B35B0YH/Card+Sort+in+class+2.JPG Information Architecture: Nikon - Step 3: Ideate on Label Names & Site Organization Following the Tree Test, I utilized Card Sorting to identify the optimal hierarchy for a restructured IA. The study highlighted two major opportunities for improvement: From Branded to Descriptive: Users struggled with Nikon's category names. By replacing ambiguous labels like "Fast, Fun, and Easy" with descriptive terminology like "Articles & News," the site would better align with established web conventions. Lens Consolidation: My research also confirmed that users expect a centralized Lens ecosystem. Merging the fragmented lens pages into a single "Lenses" directory would reflect the mental model of photographers who view lenses as a distinct, unified category of hardware. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517079874684-KWJPC29L7979EP39GYO8/Screen+shot+2017-12-01+at+8.36.15+PM.png Information Architecture: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517086435533-LYI033ACDJH4XC2LEFBV/5+Site+Nav+Sketches.jpg Information Architecture: Nikon - Step 4: Site Redesign Using my research data, I drafted a series of IA Blueprints. The strategy was defined by three core pillars: Choice Architecture: I refined the horizontal navigation to minimize "Decision Fatigue," replacing the exhaustive existing menu with a curated, high-impact selection of categories. Contextual Consolidation: I identified and removed redundant data paths, grouping related services (like Lenses and Accessories) to better reflect user mental models. Optimized Wayfinding: I intentionally increased the visibility of "High-Intent" anchors—Reviews and Technical Specs—to satisfy the primary goals identified in the discovery phase. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517086151093-Z2HFO24GLPAPEHJ608D5/Sketch+Site+Map+V1.MW.jpg Information Architecture: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517082496993-05OFIRVYF71TJDFNMGZM/Nikon+Cameras+Site+Map.jpg Information Architecture: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517083217972-SWOVWTIU6G95SZO6XY1Y/UserTest.jpg Information Architecture: Nikon - Step 5: Validation To verify the efficacy of my proposed architecture, I conducted a follow-up Tree Test using the same high-intent tasks from the initial study. The results provided a definitive validation of the new taxonomy structure: "Reviews" Success: From the primary friction area identified during discovery, the Success Rate increased from 21% to 100%. Eliminating Findability Barriers: By aligning the nomenclature with user mental models and elevating high-intent content, I successfully removed the "Discovery Bottleneck" that previously hindered the user journey. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517085994314-SGSXZCLTQ55GGMLQ7UBX/Treejack-2gn05446-Task-4-action-horizontal.png Information Architecture: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517083728061-OQEHJFBKG9I651L9150M/Nikon+Home+Page.png Information Architecture: Nikon - Step 6: Low-Fidelity Wireframing & Information Hierarchy With a validated IA in place, I transitioned into structural prototyping. I developed low-fidelity wireframes to define the functional layout and content prioritization of the key landing pages. By utilizing a "Grayscale" approach, I ensured that stakeholders remained focused on navigation flow and content placement rather than aesthetic preferences. I used these wireframes to codify the new hierarchy, ensuring that the "High-Intent" elements identified in research—Reviews, Specs, and Galleries—were granted primary visual real estate. This phase allowed me to test how the consolidated global navigation would adapt to smaller viewports, ensuring a consistent experience across all devices. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517083807232-1HWPT3HDLCEIL0U7OXZ6/DSLR+Selected+w+Click+%3E+Overview.png Information Architecture: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517084188898-HLTIQJ7Z0JPNX4PHNSJD/Guy+w+Nikon.jpg Information Architecture: Nikon https://www.meganwilkinsonsf.com/content-strategy-nikon daily 0.75 2026-01-24 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517091260665-UU38DR3ATIX1BG8OZSMI/nikon-camera.jpg Content Strategy: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517091467491-H3IRA7D0SVFWT5L21SWL/D850+Learn+More.png Content Strategy: Nikon - Key Finding #1: Generic CTAs Through a systematic content audit of 30 pages, I identified a critical dependency on the "Learn More" label (47 occurrences). This repetition peaked on high-traffic pages, including 7 instances on the homepage itself. Impact: Beyond repetitive UI, this lack of descriptive link text presents a n accessibility barrier and reduces the efficiency of the user's scanning behavior. Replacing these with active, goal-oriented labels (e.g., "Explore D850’s Features") would improve both SEO and task success rates. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517091789117-763SSNA9RF7BB2UEI3SO/Access+for+Video.png Content Strategy: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517091942359-K75WELW7XDXBNKQVXDB0/Access+CC+yes+video.png Content Strategy: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517092141199-H0QD8PUJ1ZXQB3DNTQC8/Screen+Shot+2018-01-27+at+2.28.37+PM.png Content Strategy: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517092870247-EOT6HMSKZTG3V57H7T99/guy+w+phone.jpg Content Strategy: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517092726427-M4J30WAJ5HJYFKSGH3H8/Download+Ctr.png Content Strategy: Nikon - Key Finding #4: Template Rigidity Data Truncation: As seen in the "Language" and "File Size" columns, technical data is being truncated. This is a byproduct of a "Fixed-Width" template where the layout dictates the content, rather than the content informing the layout. Spatial Distribution: Despite the truncation on the left, the interface also features significant "Dead Space" on the right, indicating a lack of dynamic grid scaling. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517093151016-XOUDKIS62A25AIA8QCLD/Nikon+Love.png Content Strategy: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517093237696-N2BD0N6UBFPKEUFU0CD3/Nikon+Ambassadors.png Content Strategy: Nikon https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517093412440-Q6BL9L6ORD4IRE1KUOWV/Screen+Shot+2018-01-09+at+4.55.22+PM.png Content Strategy: Nikon - Final Takeaways My audit reveals that while Nikon possesses high-value brand assets and a strong community voice, the current digital infrastructure creates unnecessary friction. By implementing a cohesive Content Strategy—specifically addressing accessibility gaps, navigational silos, and template rigidity—Nikon can bridge the gap between inspiration and conversion. These optimizations will ensure that users spend less time navigating technical hurdles and more time engaging with the products that fuel their creativity. https://www.meganwilkinsonsf.com/ethnography daily 0.75 2026-02-16 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1524507032657-OMEJ1GLDFQ96EGU49PI6/RC+Kids+in+Church.png Ethnography: Russell City https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517097972187-WR2DAFCLD29WQLYPNLUM/What+Ever+Happened+to+RC+train+station.jpg Ethnography: Russell City Russell City's train depot https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1524507586062-25P68CVB6STNR74GADS3/RC+kids+bball.png Ethnography: Russell City https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1524510518635-VEZ9BWNT75K42DD9LNE9/RC+girls+leaning+on+car.png Ethnography: Russell City https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1524507217549-I7SHKSF2QMGXF1BLUN8A/RC+Country+Club.png Ethnography: Russell City Big-name blues musicians often played at the Russell City Country Club. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517101010280-KVVRRZCY2PUPEME714JJ/What+Ever+Happened+Jimmy+McCracklin.jpg Ethnography: Russell City https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1524509104058-NOW9RJW1XP58JUHUKKH3/Jimmy+Witherspoon.jpg Ethnography: Russell City https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517097798429-384EADAQ0TNRT2KAMIAQ/What+Ever+Happened+to+RC+BigMamaThornton.jpg Ethnography: Russell City Big Momma Thornton was one of the many talented artists that graced Russell City's blues clubs. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517102076354-0BQECDKZ43YL7TSYPB0V/What+Ever+Happened+RC+Power+Plant.jpg Ethnography: Russell City The Russell City Power Plant. Photo credit: Anda Chu, East Bay Times Staff https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517097444672-R9CA6COKX1AKZ5YWA4X3/What+Ever+Happened+RC+Mural.jpg Ethnography: Russell City Mural commemorating Russell City by artist Josh Powell, in present-day Hayward, CA. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1567120683729-KE2LBI0P6B78RCPHWZPW/logo_awesome-foundation.jpg Ethnography: Russell City https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1567121054924-28VV6S03U9XRWYVWM7A3/TPP+Logo.png Ethnography: Russell City https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517095945579-LICXDLUJLSW56JF3OC78/What+ever+happened+to+RC+poster+MW.jpg Ethnography: Russell City I created this poster with Adobe Illustrator in honor of the Hayward-Russell City annual Blues Festival https://www.meganwilkinsonsf.com/serenity-immediate-stress-relief-techniques daily 0.75 2026-01-24 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517112906946-H0V32UCW4MMKMGQ4TQDG/calm+water+pic+3.jpg Serenity App https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517118327909-2FPODQE856DM1YUFCP27/Women+Holding+iPhone+6+Mockup.jpg Serenity App https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517113828316-E2IC1PHFJJBD9WASJSRJ/busy+professional.png Serenity App - Step 2: Defining the Target Persona I synthesized my initial assumptions into a Proto-Persona to act as a benchmark for the app’s Information Architecture. The primary user—epitomized by Anne (at right)—represents the "Professional Multi-tasker": a college-educated individual balancing a demanding career with personal wellness goals. The Strategy: Objective Empathy: Using Anne’s profile helped me filter out "Nice-to-Have" features in favor of "Must-Have" stress interventions. Validation: This persona ensured the design remained accessible across a wide age spectrum (25–65) while maintaining the sophisticated aesthetic expected by a professional audience. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517114192080-QC4XUV3T6OBZFVGCM3A0/Value+Map+Sketch.8.30.MW.jpg Serenity App https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517116215378-T0BN8S8QPRBDYPH4SV33/meditation+pic.jpg Serenity App - Step 3: Architecting the Experience I created hand-sketched wireflows to bridge the gap between user needs and technical requirements. This allowed me to visualize the functional hierarchy of the Serenity app in real-time. Goal: To define a "Minimum Path to Value"—ensuring that a stressed user can find relief in three taps or fewer. Process: I experimented with various navigation models to determine which offered the least intrusive experience for someone already experiencing high anxiety. Result: These sketches served as the architectural blueprint for the digital wireframes, ensuring that the core UX logic was sound before any pixels were moved. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517114821970-Z97JG0GKM9WNM4ZDD3KL/User+Flows+brighter.jpg Serenity App https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517116323267-1A697UD1HJTB2MYJF0F7/calm+yoga+2.jpg Serenity App - Step 4: Diagramming Task Flows After iterating on my sketches, I converged on a single, streamlined user journey. My goal was to establish a "Critical Path" that minimized the time between app-launch and stress-mitigation. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517115373072-GV3NKICK8IHKYV1GEX9U/Screen+Shot+2018-01-27+at+8.55.50+PM.png Serenity App https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517116466864-PSM6REPLO9MS2MBH4SXU/calm_water+3.jpg Serenity App - Step 5: Paper Prototyping I used paper prototypes to conduct early-stage usability testing with my target demographic. By stripping away the visual layer, I was able to observe how users interacted with the core Information Architecture and wayfinding logic. Task-Based Testing: Discovery task: Participants were asked to locate a specific breathing technique within the app. This tested the efficacy of my content categorization. Customization task: Users were tasked with modifying session settings. This allowed me to evaluate the mental model users have for app preferences and control panels. This analog approach allowed for real-time iteration. If a participant struggled with a button placement, I could physically redraw and replace that element mid-session, instantly validating a new solution. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517116566439-MTJCI0PJNEIB0AK906QF/5.1.Paper+Prototype.JPG Serenity App https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517116642902-JZ1HFJXU5T26PDQFH1YI/breathe+pic.jpg Serenity App - Step 6: Iterating Based on User Feedback https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517116986909-3JUZYZKC3ED4B7LCOTXS/Screen+Shot+2018-01-27+at+9.21.08+PM.png Serenity App - Response I developed a synchronous visual metaphor where the UI elements move in alignment with the recommended inhale/exhale ratio. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517117355989-2BLKFUHF8V33JTMS7RWZ/Play-+Breathing+Ex+6.jpg Serenity App - Hi-Fidelity In my first iteration of high-fidelity prototypes, I explored using an expanding and contracting circle to guide the user. The organic movement mimics the lung’s natural physiology, reducing the mental translation required to follow a numeric timer. I also integrated shifts in color to signal the transition between breath phases. This provides an ambient feedback loop, allowing the user to follow the guide using peripheral vision while maintaining a relaxed, soft focus. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517117623758-M7K58S70WGSDZ7P6F2LU/Play-+Breathing+Ex+6.jpg Serenity App - Response Based on user feedback regarding low legibility, I systematically increased the contrast ratio of all core action icons. This ensures that the app remains functional for users with visual impairments or those viewing the screen in high-glare environments. I refactored the background image composition to create a clean zone at the top of the screen. In doing so, I eliminated visual interference with the global navigation, ensuring that the upper commands are immediately scannable. I also moved to a monochromatic+ color scheme, reducing visual noise and allowing the primary call-to-action (CTA) to stand out more effectively. https://www.meganwilkinsonsf.com/history-now daily 0.75 2026-01-24 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1523665451578-P71PNRAPF313LDJWXXI9/san_francisco-cityscape.jpg History Now! https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517122311633-LHX9UT05MTSFO5I8IF4K/Splash+Page.jpg History Now! https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1522862870579-ZSI9NERFI7HJYYG2D78K/Mobile+Dev+Process+white+1x.png History Now! https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517123150936-GBAJOGPKYXM6V9J2N2U1/HistOrigin.png History Now! - HistOrigin By analyzing competitors like HistOrigin, I identified critical friction points that degrade the user’s historical immersion. Technical Debt & Latency: The HistOrigin platform suffers from significant "Time to Content" (TTC) delays. For a location-based app where users are on the move, high loading times result in bounce rates as the digital experience fails to keep pace with the user's physical movement. Intrusive Monetization Strategy: The presence of persistent footer ads creates cognitive friction and visual clutter. This breaks the sense of place that is vital for a historical or architectural app, signaling a misalignment between the business model (ad-revenue) and the user goal (immersion). Heuristic Failures: The ad placement often competes with primary navigation, leading to accidental clicks and further frustrating the user journey. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517123269217-0JX6SDQ8CMBR79H17CQF/History+Here.png History Now! - History Here While History Here represents our primary competitor in the historical tourism sector, my analysis revealed a significant geographic bias in their content strategy. The Gap: Urban Centralization: History Here focuses almost exclusively on high-traffic landmarks within major cities. This leaves a massive gap in suburban and rural areas where historical significance is often overlooked. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517123369502-IDH5LHH31RTO1DARSRO9/GeoReader.png History Now! - GeoReader GeoReader lacks cross-platform parity. By failing to support legacy or diverse hardware (Samsung Galaxy S4, Nexus 7, Droid X) and failing to optimize for modern aspect ratios (iPhone 6 screen scaling), the app alienates a massive segment of the Android and iOS market. Plus, frequent typos and empty data states (placeholders with no content) break the educational value of the app. In a historical app, accuracy is paramount. Poor quality assurance makes the platform feel unreliable. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517123541088-MG5WJ45WKZQCFANIIMPN/Preferred+Features.png History Now! - Methodology To validate the market viability of History Now!, I executed a two-phased survey strategy. This allowed me to triangulate data from both subject-matter enthusiasts and a broader consumer base to identify universal pain points and high-value features. There were 29 total respondents. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517123799981-QA7RA16BAWW15JYSUPYZ/History+Buff.jpg History Now! https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1522865741635-A43OESFM19F1RWRP8R7L/History+Now+Storyboard+Roboto.png History Now! https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517124492551-YQD1QCCKH3BJHX7Q8HZ6/HN+Sketch+1.jpg History Now! - Sketches Before moving into digital design, I utilized paper prototyping to rapidly iterate on the flow. This allowed me to pressure-test the app's hierarchy and ensure that the transition from a passive notification to an active Augmented Reality (AR) session was seamless. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517451886958-WFUQ64W14BSD5MTD6Q4F/POP+Prototype+Pic.PNG History Now! - POP Prototyping I transitioned my analog sketches into an interactive click-through prototype using the POP (Prototyping on Paper) app. This allowed me to simulate the tactile experience of the History Now! interface and observe how users navigated the spatial logic of the app in real-time. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517124692528-6C35VSHE1CZD8PH7IJT8/Lofi+Wireframe.png History Now! - Lo-Fi Wireframes Following the results of my paper prototype testing, I transitioned into low-fidelity digital wireframes. This stage was critical for establishing a consistent grid system and defining the interaction design patterns that would support a "heads-up" exploration experience. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517125187279-2MBGBE61AIKY8Y6FLLS1/Site+Map_+History+Now%21+wte+background.jpg History Now! https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517452876600-FNYNJ8HZ2LO9DGVMM3XB/Screen+Shot+2018-01-31+at+6.40.45+PM.png History Now! https://www.meganwilkinsonsf.com/joyride-cars daily 0.75 2026-01-24 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/4f173517-92a1-4b66-b467-60f04402d244/GROUPTRAVEL_SS_HR.webp JoyRide Cars https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517359685778-BV655RT1T4K5QDIRK17Q/Screen+Shot+2018-01-30+at+4.47.11+PM.png JoyRide Cars - Target Audiences: The "Digital Nomad" & "Social Explorer" To ensure a successful launch, JoyRide targets a specific segment of early adopters whose lifestyles are defined by mobility, community, and tech-fluency. Primary Demographic: Adults aged 25–35 who are established in their careers and prioritize new experiences. Psychographic Profile: They are adventuresome and socially motivated, viewing the journey as a integral part of the destination. They are comfortable with the "Sharing Economy" (Airbnb, Uber) and are looking for more authentic ways to connect. Behavioral Patterns: Frequent long-distance travelers who currently juggle the high costs of flights or the physical exhaustion of solo driving. They are "Tech-Optimists" ready to embrace autonomous transit as a lifestyle upgrade. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1522868640710-YA29RPK7QM9CI0KAT2QB/Screen+shot+2018-04-04+at+12.06.13+PM.png JoyRide Cars https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517360480253-GCZQAXZO9PDTFGLTZWNS/young%2Bpeople%2Bdriving%2B.jpg JoyRide Cars - Onboarding: User Insights Users were asked to perform the task of finding a JoyRide from LA to SF on Aug. 24. Testing revealed that the initial search flow was too "steppy," causing users to lose context between screens. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517360677552-EQFNUZLS6AH1ORR0LFTP/Screen+Shot+2017-08-20+at+7.17.56+PM.png JoyRide Cars - Wireframe feedback A user commented, “I would expect to see the Departure, Destination, and Date on the same page.” https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517360785552-0HDV2R50YT1PTOZXZ9KR/Home.png JoyRide Cars - Response Departure, Destination and Date were merged into a single-screen search screen. Grouping related inputs allows for immediate error-checking and faster entry. By eliminating unnecessary screen transitions, the "Time-to-Match" was reduced, and a more "frictionless" onboarding experience was created. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517360979870-WCU45QBZJ4Z2IZBCO5FX/Time+and+Date+copy.png JoyRide Cars - 2nd Iteration feedback “This Datepicker might be hard to use if you were planning a trip a couple of weeks in advance.” https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517361157835-15YUB0Q0QJIHDU5SBEVU/Input+Date+2%402x.png JoyRide Cars - Response To reduce the high cognitive load caused by "Calendar Math" (e.g., “Is the 24th a Friday or a Saturday?”), I implemented a dynamic calendar-based datepicker. This provides immediate visual feedback on the day of the week and allows for rapid "Range Selection." By providing a familiar mental model, "Booking Hesitation" was reduced and ensured users could confidently schedule trips around their existing social and professional commitments. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517361380664-GD08KC1MH15QGJJ0D8JO/iPhone+67+%E2%80%93+Style+your+trip.png JoyRide Cars - 3rd Iteration feedback Feedback from the third iteration indicated that the ride-matching interface was "over-designed." One participant noted: "I thought the infographic was clickable." https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517361544201-PFTGTUNXEOLZG8Q0HC1K/Style+your+trip.png JoyRide Cars - Response The complex graphic lacked clear signifiers. Its prominence suggested interactivity where none was intended. The Solution: I shifted to a minimalist information display, replacing the misleading infographic with a clean, scannable list of matching criteria. Result: By prioritizing "Signal over Noise," I improved the screen's scannability and ensured that every visual element served a functional purpose, significantly reducing user error. https://www.meganwilkinsonsf.com/project-thumbnails daily 0.75 2026-01-21 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157091460-NSA7YTSTE2WL3B4ZFD1U/airbnb-logo.png V1 Project Thumbnails - User Research An in-depth and user-centered look at Airbnb's newest venture, Airbnb Experiences. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157107026-DF5C6AYXZZ5DS9C049SW/Nikon.png V1 Project Thumbnails - Information Architecture Redesign of Nikon Camera's existing site to enhance user experience. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157136762-Z4YQ4LNXDL5VW38CZV6T/Serenity+Lotus.jpg V1 Project Thumbnails - Design & Prototyping Concept, design, and hi-fidelity prototyping of Serenity, an app used to alleviate stress. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157156582-AKP8HIU9LKFSJ8YKJFUS/what+ever+happened+to+RC+star+map.jpg V1 Project Thumbnails - Ethnography Interviews with ex-residents of the now-defunct town of Russell City, CA. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157183199-MNRMU89P2GDLL4LQC5QM/Shutter+Icon.png V1 Project Thumbnails - Content Strategy Content audit and analysis of Nikon Cameras' current website. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157365670-6Y2UQFCZUB31YOF2I8UU/Splash+Page.jpg V1 Project Thumbnails - Design & Prototyping Concept, design, and hi-fidelity prototyping of History Now!, an augmented reality app. https://www.meganwilkinsonsf.com/welcome-orig daily 0.75 2025-04-15 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744680960539-SGCBOPLAVQKZY2LIRIB5/unsplash-image-hBuwVLcYTnA.jpg Welcome (orig) https://www.meganwilkinsonsf.com/projects-orig daily 0.75 2025-04-15 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157091460-NSA7YTSTE2WL3B4ZFD1U/airbnb-logo.png Projects (orig) - User Research (Copy) An in-depth and user-centered look at Airbnb's newest venture, Airbnb Experiences. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157107026-DF5C6AYXZZ5DS9C049SW/Nikon.png Projects (orig) - Information Architecture (Copy) Redesign of Nikon Camera's existing site to enhance user experience. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157136762-Z4YQ4LNXDL5VW38CZV6T/Serenity+Lotus.jpg Projects (orig) - Design & Prototyping (Copy) Concept, design, and hi-fidelity prototyping of Serenity, an app used to alleviate stress. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157156582-AKP8HIU9LKFSJ8YKJFUS/what+ever+happened+to+RC+star+map.jpg Projects (orig) - Ethnography (Copy) Interviews with ex-residents of the now-defunct town of Russell City, CA. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157183199-MNRMU89P2GDLL4LQC5QM/Shutter+Icon.png Projects (orig) - Content Strategy (Copy) Content audit and analysis of Nikon Cameras' current website. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1517157365670-6Y2UQFCZUB31YOF2I8UU/Splash+Page.jpg Projects (orig) - Design & Prototyping (Copy) Concept, design, and hi-fidelity prototyping of History Now!, an augmented reality app. https://www.meganwilkinsonsf.com/financial-tools daily 0.75 2026-02-18 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744241207079-O4RY6DTG9BLXFT97R798/unsplash-image-26MJGnCM0Wc.jpg Financial Tools https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744239404096-I7C2CB3MW27YEKZUNOHO/unsplash-image-7okkFhxrxNw.jpg Financial Tools - User interviews Foundational Intelligence: I executed 70 in-depth user interviews to map the pain points of the 22-year-old legacy workflow and applied ethnographic principles to decode two decades of workarounds, ensuring the new system improved the underlying user processes. Roadmap Prioritization: I translated qualitative data into a strategic roadmap that moved beyond "feature parity" to "role transformation." Value Shift: I championed a design direction that elevated users from manual tactical tasks to high-value strategic decision-making, a shift that became a core selling point of the new CLM. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/d151b440-135c-4369-a27c-32a14055ffc0/unsplash-image-w00FkE6e8zE.jpg Financial Tools - Journey maps Cross-Functional Synthesis: I led design sprints to map end-to-end enterprise workflows, aligning stakeholders on user tasks and pain points. Journey Benchmarking: I created a "Journey Health" framework to identify friction points in the user experience and justify roadmap prioritization. AI Opportunity Mapping: I leveraged workflow data to identify specific areas for AI integration, moving the product from manual data entry to intelligent, automated contract management. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/95d0dd65-6fe7-4284-8700-640db95c30ff/Archetype.jpg Financial Tools - Archetypes To navigate the complexity of our 25K MAU, I developed a suite of six core user archetypes. This framework provided stakeholders with a unified language for user needs. Also, the shift from fragmented assumptions to a cohesive model allowed for more efficient planning and ensured that product strategy remained consistent across diverse specialist pillars. Below are some kind words about my archetype work: https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744239729266-YCOYMATYURN5EIINQZ72/unsplash-image-tZc3vjPCk-Q.jpg Financial Tools - Usability testing Iterative Validation: I led 20 end-to-end studies, including concept and prototype testing, heuristic evaluations, and usability tests. Strategic Partnership: I collaborated daily with Design leads to translate complex user pain points into elegant UI solutions. Unified Stakeholder Delivery: I co-presented 'Research & Design' updates, providing stakeholders with a transparent look at how user feedback directly reshaped the product roadmap. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744239806785-KV5DL3UMKSI1ADB9XR0M/unsplash-image-4MoIpDcSlr4.jpg Financial Tools - Accessibility Inclusive Methodology: I conducted deep-dive sessions with users relying on screen readers, keyboard-only navigation, and screen magnification. Neurodiversity Advocacy: I integrated neurodivergent perspectives (ADHD and Dyslexia) into the research roadmap to improve content clarity. Peak Accessibility: I orchestrated the remediation of key findings, resulting in the product receiving Google's highest accessibility rating upon launch. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744239850103-QVCB7ROROIV46VTYONAK/unsplash-image-mcSDtbWXUZU.jpg Financial Tools - Surveys I established a quantitative benchmarking strategy using targeted longitudinal and intercept surveys to measure product health. These data signals served as the primary success metrics for leadership; our 'Launch Readiness' score provided the evidence needed to approve the tool’s rollout, while post-launch sentiment analysis allowed us to measure exactly how well the product landed against our initial KPIs. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744239870211-A511TR9SJSATA54YGR5S/unsplash-image-n_Gd5nnamnw.jpg Financial Tools - AI opportunities Throughout every research project lifecycle, I identified opportunities for AI-driven optimization and defined the human-in-the-loop strategy for AI contracting. I recently led the UX strategy for a suite of intelligent features that will transform manual contract tasks into automated, high-accuracy workflows. This initiative is critical for de-risking Google’s contracting ecosystem and is estimated to deliver substantial cost-avoidance and efficiency gains. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/76a13398-23eb-4fd8-9f19-8965b2bdd202/G+Tech+Impact+Award.jpg Financial Tools - Google Tech Impact Award I received a Google Tech Impact Award in 2024 for my work on contracting tools. This award recognizes internal teams for projects with significant, sustainable impact through technical excellence and collaboration. https://www.meganwilkinsonsf.com/legal-tools daily 0.75 2026-02-13 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744681506022-4466MM5939G54XNPQ63F/unsplash-image-ZH4FUYiaczY.jpg Legal Tools https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744321567802-1NJHP6EE7Q3WN0RFGMJF/unsplash-image-Hcfwew744z4.jpg Legal Tools - Competitive analysis I then conducted a comprehensive competitive landscape analysis, benchmarking removal workflows across the industry to establish global best practices for friction reduction and transparency. Simultaneously, I performed a systemic audit of Google’s internal request architecture, identifying critical inconsistencies across product silos that were hindering user trust and operational efficiency. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1768964844573-REUJXVX4P0CQ090NY5LT/unsplash-image-2OnT7IKfLyw.jpg Legal Tools - User interviews Bilateral Research Strategy: I conducted 36 in-depth interviews across a dual-audience landscape: external users (global requesters) and internal operations (triage agents). Workflow Transformation: Identified a primary friction point in agent verification, leading to the launch of an integrated Webpage Review Tool. Systemic Impact: Simplified the internal work flow, ensuring that the 'supply side' (agents) could keep pace with the 'demand side' (user requests) with greater accuracy and speed. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744321703607-9V3CL6JXUORLMSVAM1AA/unsplash-image-hpjSkU2UYSU.jpg Legal Tools - Surveying I architected a longitudinal UX measurement framework, utilizing CSAT and Ease-of-Use metrics to quantify the tool's performance. By benchmarking current sentiment against historical baseline data, I provided the team with a rigorous, data-driven narrative of our progress, allowing leadership to validate the platform’s impact on operational efficiency over time. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/fcfdb217-095d-4141-a4af-c4c0fa3374c2/service-blueprint-for-service-design-to-create-the-ultimate-customer-experience-vector.jpg Legal Tools - Service Blueprinting I developed comprehensive Service Blueprints in collaboration with UX Design that mapped the end-to-end request lifecycle, documenting the interplay between user tasks, tool dependencies, and systemic friction points. Through a validation phase with global agents, I refined these maps to also identify automation and AI opportunities that would eliminate redundant manual workflows. These Service Blueprints synchronized user behavior with evolving global legal mandates (GDPR, RTBF), ensuring the tool was resilient to regulatory shifts. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744321807928-WG9QL2PRH5L1124C0Q4J/unsplash-image-Oalh2MojUuk.jpg Legal Tools - Workshopping I led a collaborative ideation workshop with Design, Engineering, and Product partners to pressure-test improvement initiatives. By using a prioritization matrix that weighed user pain points against implementation feasibility, I helped the team move from a fragmented list of suggestions to a validated, high-confidence development plan. Below are some kind words about my collaboration with cross functional team members, especially UXD: https://www.meganwilkinsonsf.com/leadership daily 0.75 2026-02-13 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1743882325725-UE8SCK3EAHSTD4HH9T8L/unsplash-image-ZAvhxLTcSok.jpg Leadership https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1743881047570-1UTXV31S6FMICTKJRBDQ/unsplash-image-82TpEld0_e4.jpg Leadership - Establish program Strategic Forecasting: I identified the need for an agile research model to support 14 researchers across specialist verticals. Program Governance: I defined the mission, success metrics, and R&R (Roles and Responsibilities) to ensure organizational alignment. Operational Infrastructure: I built the end-to-end logistics and intake processes necessary to launch the program at scale. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1743881652618-RL3XU6LWACU6RJCR63ZU/unsplash-image-4Hg8LH9Hoxc.jpg Leadership - Beta test I launched a pilot program by onboarding a dedicated researcher to navigate the complexities of Legal, Risk, Marketing, and Procurement. This "beta" period allowed for rapid iteration on program logistics. For example, I implemented a more stringent project definition framework to prevent scope creep and to ensure expedited delivery. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1743881860113-UO91J7YETI82QRAM34C5/unsplash-image-qC2n6RQU4Vw.jpg Leadership - Operationalize With a validated foundation, I codified a high-velocity operational model characterized by 3-week end-to-end cycles—transitioning from kickoff through execution to stakeholder delivery. By standardizing these work streams, I established a consistent throughput of 6 high-impact projects per quarter, ensuring that research kept pace with the rapid decision-making needs of Google’s specialist pillars. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1769057564426-GSX6QM8WG4WI5YCFQPXG/unsplash-image-SYTO3xs06fU.jpg Leadership - Scaling & Expansion Following the proven success and high demand of the initial pilot, I scaled the program by 100%, expanding the team to two dedicated rapid researchers. By doubling our headcount, we successfully increased our operational throughput to 12 high-impact projects per quarter. This expansion has solidified the program as a cornerstone of the specialist’s research strategy, providing a constant stream of insights across all four enterprise pillars. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1769057416511-CWGBX4P2QCC27ERHVRNV/unsplash-image-V1MU7K8aPwU.jpg Leadership https://www.meganwilkinsonsf.com/google-voice daily 0.75 2026-02-18 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/e99d552c-45a6-4dce-957a-2cafd3a429d1/_google-voice.jpg Google Voice https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744682138116-MCYCT0EIV4QDEZQPI4ES/unsplash-image-L3qUP8MpExc.jpg Google Voice - Understanding the competition To ensure a high-impact market entry, I spearheaded a systemic competitive audit across the enterprise VoIP landscape. By deconstructing how competitors navigated complex cross-platform user journeys, I identified critical gaps in the existing market. These insights were instrumental in defining feature sets for Google Voice, ensuring the platform delivered a superior mobile and desktop experience that prioritized enterprise-grade reliability. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744673318741-F3LCN7FOLKVYGHIKQUTY/unsplash-image-ufK-deiLqY8.jpg Google Voice - User interviews Targeted User Discovery: I led 30 one-on-one interviews to uncover the communication habits of enterprise users. Segment Specialization: I primarily focused on the SMB (<100 employee) demographic, identifying it as a high-potential growth audience for the Google Voice 2019 launch. Feature Synthesis: Translated complex pain points regarding device-switching and cost-sensitivity into a prioritized set of product requirements that ensured a user-friendly market entry. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1768965678919-4IU5MT566OGHCGN89QOG/unsplash-image--WXQm_NTK0U.jpg Google Voice - Targeted surveys I deployed targeted surveys to capture a holistic view of cross-platform device usage and distinct user communication needs. For the SMB segment, this research surfaced a critical 'dual-persona' requirement: because SMB owners often act as their own IT departments, the platform needed to provide a seamless transition between simplified admin controls and intuitive core communication features. These findings ensured that the 'Admin Experience' was just as user-friendly as the 'End-User Experience,' reducing the barrier to entry for smaller teams. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744673773893-OIQ4VE60CJCUBUGJHCEK/unsplash-image-ZoGOw9WYMtQ.jpg Google Voice - In-app surveys To supplement my foundational research, I deployed a contextual survey strategy using in-app pop-up surveys to gauge real-time user sentiment. This methodology allowed for rapid feedback loops, giving the team an ongoing 'health check' of the product experience during its high-growth phase. These insights were critical in identifying and resolving usability friction points as they emerged, ensuring a high-quality experience for both mobile and desktop users. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744682282869-IZB8LV0Z3U0VSWT4Q3F0/unsplash-image-ute2XAFQU2I.jpg Google Voice - Remote usability tests Iterative Prototype Validation: I orchestrated a series of remote, unmoderated studies to pressure-test early-stage design concepts for mobile and desktop. Roadmap Influence: I translated large-scale usability data into actionable product requirements, ensuring the 2019 feature set was optimized for enterprise workflows. Scalable Insights: I leveraged unmoderated testing platforms (like UserTesting and Optimal Workshop) to gather diverse global perspectives, reducing research turnaround time and accelerating the development cycle. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744998622582-HUGB1W6H15Q54HVZKCFJ/unsplash-image-XZkk5xT8Xrk.jpg Google Voice - User empathy To bridge the gap between engineering and the end-user, I hosted 'Critical User Journey (CUJ) Watch Parties,' an immersive program where cross-functional stakeholders analyzed curated session recordings. I developed structured observation frameworks to guide the team in grading interactions and identifying friction points in real-time. This democratization of user insights transformed abstract data into a shared empathetic understanding, directly influencing the product roadmap through first-hand exposure to user pain points. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/e248f041-8d2e-4cd6-be85-7f2acaf6045c/Strategic-KPI-Benchmarking-and-Defining-Success-With-6-Essential-Performance-Marketing-Metrics.jpg Google Voice - Benchmarking Competitive Benchmarking: I organized head-to-head usability sessions to evaluate Google Voice’s performance against industry leaders. Gap Analysis: The tests revealed critical UX "deltas," i.e., the areas where Voice led the market and where we had gaps. Roadmap Prioritization: This effort influenced the Fast-Follow strategy, translating benchmark discoveries into high-priority engineering tickets for the post-launch sprint cycle. https://www.meganwilkinsonsf.com/mircomentor daily 0.75 2026-02-18 https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/efcb424e-051a-433e-b8a6-53a2e14fb486/People_iStock_Blog.png Mircomentor https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744676166837-QDRQO719OLGHEJ76XCH6/unsplash-image-066YnuYv8xw.jpg Mircomentor - Prototype testing To validate the mobile experience, I conducted moderated usability testing on three high-priority work streams: Onboarding, Mentor Profile Creation, and Entrepreneurial Profile Building. By engaging with five target users, I identified eight critical friction points. I then translated these findings into strategic design recommendations that the engineering and design teams leveraged to optimize the global user journey. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/0100fdc0-05f3-4b8c-adc6-0b162b1d121f/gld_25.jpg Mircomentor - Onboarding Insight: Users identified the 25-screen onboarding flow as a major barrier to entry, noting it felt too cumbersome for a mobile-first context. Recommendations: I proposed a streamlined onboarding strategy to reduce drop-off rates by: Reducing Interaction Cost: Leveraging native mobile settings to auto-populate user data. Optimizing Information Architecture: Consolidating related data points to reduce the total screen count. Enhancing Efficiency: Implementing gesture-based navigation (swiping) to increase user "velocity" through the remaining steps. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/83f296ab-396b-4b4d-91e0-f155c4150d3f/MM+help+topics.png Mircomentor - Maximizing limited real estate Insight: Prevalent use of smaller mobile devices in the MENA region (e.g., iPhone Mini, older Samsung Galaxy models) meant that the app’s long, single-column lists caused excessive scrolling and poor content legibility. Recommendation: I suggested increasing UI density by grouping tags (2–3 per row) and reducing padding, ensuring the app remained functional for users on diverse hardware. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/dd7681cb-ce9a-4546-94db-89644658845d/header-higher-accessibility.jpg Mircomentor - Accessibility and privacy I advocated for inclusive design patterns to support a diverse user base. This included the introduction of in-context guidance (such as tooltips) to assist users with varying levels of ability. Furthermore, I identified a need for enhanced identity protection. Based on user feedback regarding privacy concerns, I recommended allowing avatars in place of real-world photos to lower the barrier to entry for privacy-conscious mentors and entrepreneurs. https://images.squarespace-cdn.com/content/v1/5a63e6aecf81e0b0a0f38627/1744676232421-RBEMNL0MJN5O4WQV5TNU/unsplash-image-7r7-7RLdwCU.jpg Mircomentor - Democratizing Research To ensure a lasting impact, I developed a Foundational UXR Playbook for the Micromentor team. Recognizing the lack of dedicated in-house research staff, I created this end-to-end framework to operationalize user research within their lean environment. The toolkit formalized the research lifecycle—from hypothesis generation and methodology selection to data synthesis and stakeholder reporting—enabling the team to maintain a sustainable, data-informed product strategy independently. https://www.meganwilkinsonsf.com/read-me daily 0.75 2025-05-09 https://images.squarespace-cdn.com/content/v1/5310cef7e4b08602cbfa36bf/1412689652885-P9TPK298WCTZU748L0SG/Lifestyle03.jpg Read Me https://www.meganwilkinsonsf.com/explorations-in-uxr daily 0.75 2026-01-23 https://www.meganwilkinsonsf.com/experimental-designs daily 0.75 2026-01-23