Waitlist Case Study
With 4 out of 5 customers arriving as walk-ins, unpredictable wait times create frustration for customers and operational challenges for stores. I led the design strategy for a new waitlist experience that gave customers greater transparency while helping employees better manage demand. Currently in executive review — concept designed to scale across 1,100+ locations.
Air Pressure Check Case Study
With more than 15 million annual visits, Aircheck is one of Discount Tire's most valuable customer touchpoints, but operational friction limited its full potential. I led discovery efforts to identify key pain points and inform a pilot concept designed to improve efficiency, data accuracy, and conversion. Pilot results: 14% operational efficiency gain · 9% reduction in cost-to-serve.
Service Appointments Case Study
Service appointments are a key revenue driver in Discount Tire’s digital experience, but the mobile booking flow showed conversion drop-off. I led the UX strategy across the end-to-end flow, including multi-phase research, experimentation on step order, and final conceptual design delivery to development. Outcome: $11M in annualized revenue, with date/time completion up 4.7% and overall appointment completion up 7.2%.
Treadwell Comprehension
Treadwell is Discount Tire’s personalized tire recommendation engine that matches customers to the right tires. I worked across research and design to address trust and comprehension gaps in the introduction experience, ultimately redesigning the entry point and validating improvements through A/B testing. Outcome: $24M in projected annualized incremental revenue, validated through A/B testing.
Atlas of Creative Tools
Choreographer Liz Lerman approached the Herberge Online team with an idea to bring her "Atlas of Creative Tools" workshop to a larger student audience. The resulting effect brought together a creative team that pushed the boundaries of engaging student experiences in a hybrid environment.
Next Generation LMS for Herberger Online
It's a common complaint heard on university campuses across the US: "I hate Blackboard". Tired of hearing this, a small department at ASU took the initiative to reimagine the next generation of learning management systems. Currently, part of an IRB approved study.