MyCOach
Combining Human Empathy and AI Support for College Coaching
Providing scalable logistical and emotional guidance for first-generation college students
Challenge
Transform the MyCoach experience across both human touchpoints and the mobile app from a rigid digital tool into a comprehensive support system that seamlessly combines AI guidance with empathetic human care.
OUTCOME
Designed and launched a dynamic web application in four weeks, successfully transitioning the user base to the new product experience. The upgraded platform integrates AI assistance with on-demand human support, featuring intelligent chat routing and seamless handoffs to specialized coaches.
Process
Leveraged rapid user research, AI prototyping tools, and product intuition to move from concept to launch on an accelerated timeline. Conducted interviews with a Customer Advisory Board to uncover core user needs and validate early concepts. Designed service flows to bridge human and AI interactions, partnered with leadership to define key value propositions and product positioning, and collaborated closely with engineering to scope and deliver a simple, scalable solution.
Aurora Solar
Case studyRevamping the solar sales experience
Charting a path to a new solar sales user experience and customizable tool for B2B organizations
Challenge
Analyze the root causes of low customer adoption and define an optimal product solution to move forward.
Outcome
- Adoption grew from 20% → 38%
- The Sales Mode product became the leading reason to buy Aurora, with plans to monetize as its own SKU.
- Eng + UX proved out a lean and iterative way of building new features (live pairing/coding).
Process
Robyn led a process of combining UXR and Design teams, to uncover and define a product vision. Through a multi-phased approach, this initiative used tangible prototype testing in quant and qual to build confidence. The outcome was a significant update to the live flagship product. The vision created set a path for a near term relaunch and continuous evolution of the product.
Nationwide: via IDEO
Case studyAn auto claims experience to serve the moment
Defined and launched an efficient claims model with a roadmap to the future
Challenge
Create an auto claims experience that enables Nationwide to serve claims more effectively now and beyond.
OUTCOME
A new claims user experience and Nationwide process for serving claims digitally aligned with the user's timeline.
Process
Robyn led a multidisciplinary team, including UX design, UXR, and data research, through a launch and learn process. Through a pilot program, the team live served car accident claims by redirecting users to a new digital experience.
Undisclosed client
Case study: PasswordBringing the podcast audience to audiobooks
Created a new vision to combine short-form and long-form listening
Challenge
Define a new app experience that will entertain all narrative audio listeners.
OUTCOME
A new core vision how users inspire themselves through listening
PROCESS
Robyn led a multidisciplinary team, including UX design, UXR, and data research, to discover motivations behind listening. The findings were used to create a vision through launching with users and creating new data models to unlock the audio discovery experience.
Microsoft Teams: via IDEO
Identifying the Practices of Healthy Teams
Developing tools that catalyze differences and unlock potential for teams everywhere
Challenge
Help Microsoft’s fastest-growing product authentically support leadership by providing tools that enable collaboration and a narrative around teamwork.
OUTCOME
A framework, research story, online guide, and toolkit to help teams work better.
IMpact
The modern workplace is increasingly built around teams. To address increased complexity and uncertainty, companies and organizations must learn to foster environments and create conditions that lead to healthy, productive, and generative collaboration. The Art of Teamwork is already helping teams put these strategies into practice.
Gates Foundation: Via IDEO
Delivering Needs of the Classroom to EdTech Entrepreneurs
Helping entrepreneurs design tools that students will use and teachers need
Challenge
Provide teachers with better classroom technology and ed-tech entrepreneurs with a better understanding of teachers' needs.
Outcome
A digital platform that connects those who design educational tools to those who use them.
Process
Under the leadership of Robyn, a multidisciplinary team collaborated with the Gates Foundation to conceptualize, develop, and implement 'Teachers Know Best,' a sophisticated digital platform. This initiative is designed to bridge the gap between educational tool developers and the educators who utilize these innovations. Informed by an extensive survey involving 3,000 educators and 1,200 students, the platform serves as a vital conduit, facilitating the exchange of insights and needs between entrepreneurs and educational environments.
Experian: Via IDEO
Giving individuals new control of their credit score
Allows users to establish a fuller version of themselves and see immediate change in their credit score
Challenge
Reimagine the credit report that helps those who are focused on improving their credit, whether they are struggling or optimizing.
Outcome
A new product vision of the digital credit report with a featured roadmap to build and launch. Through this work the Experian Credit Boost was ideated, designed, tested and validated.
Since launch, 57 million americans have achieved a credit boost through Boost America.
Process
Robyn led a multidisciplinary team, including UX design, behavioral economist and data research, to identify Experian’s core audience and design towards uncovered needs. Through a hybrid research method of mixing qual and quant techniques, my team redesigned the entire credit report experience. This inspired the organization to shift product focus from a singular moment to an ongoing relationship with customers. Users provide more details about themselves and are provided opportunities to increase their credit score.
