As the UX Researcher and Strategist, I:

• Designed and led a national qualitative research study

• Conducted interviews with school district administrators from diverse regions and school sizes

• Synthesized insights into personas, journey maps, and key opportunity areas

• Facilitated collaborative workshops to align teams around findings and brainstorm solutions

• Conducted in-depth interviews with district administrators across the U.S.

• Explored the end-to-end user experience — from onboarding through support and engagement

• Identified common frustrations:

  • Lack of onboarding guidance

  • Fragmented or unclear training paths

  • Inconsistent communication touchpoints

• Developed detailed personas representing key user archetypes (e.g., tech-savvy vs. traditional admin leaders)

• Created a comprehensive customer journey map that visualized:

  • Points of friction

  • Emotional highs and lows

  • Missed moments for proactive support

• Mapped where breakdowns occurred and linked those to internal processes or gaps in ownership

• Facilitated ideation workshops with internal teams to co-develop solutions

• Brainstormed strategic fixes, such as:

  • Simplified onboarding playbooks

  • Modular training tailored to role and district size

  • Designated customer success liaisons for high-touch support

• Created a roadmap of low-effort, high-impact improvements and shared them with product and CX leaders

• Delivered personas and journey maps that are still used internally to align CX and product teams

• Created a clear story of the customer’s challenges that informed onboarding redesign and internal training improvements

• Strengthened cross-functional alignment and drove greater organizational empathy for school administrators

• Positioned Frontline to scale support systems in step with business growth