TEA/TRS

UX Research, Analysis, and Design as both an independent consultant and for Catapult Systems
Overview
Teacher's Retirement System of Texas was another long term client that specifically requested my services again and again for multiple user research and UX analysis projects to guide and inform their internal development team.

These are examples of pure research and documentation projects, involving dozens of user interview tests, observation testing, workshops, and heuristic analysis. Minimal UX design guidance was provided as part of the findings and recommendations documentation.

Below are a few documentation examples and screenshots of my work. I would be happy to show you the original documents for any of these and discuss the project in detail.
Results
High volume of UX research and documentation over several years
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Client repeatedly requested my services
A user flow diagram produced from the CRM user study. Part of the research objectives were to capture the needs and behaviors of both the employees and their customers. Here we see the entire process for scheduling face to face interviews with their customers, highlighting opportunities for automation and process improvement. In this project, I journey-mapped the end-to-end process for eight different employee and five participant personas.  
A diagram detailing user interactions for both customers and TRS employees
An excerpt from the findings and recommendations document from the CRM project. The findings provides a clear, straightforward summary of the overall study results with the raw data provided as an appendix. Recommendations provided in Section 4 concisely outline the UX changes and process improvements vetted by the development team.
A summary and part of a list of the findings from the UX research


I led a small team in performing user interviews, focus group testing, and heuristic analysis along with a quantitative survey of TRS participants to evaluate the public-facing web portal, MyTRS. This webapp allows state education employees to monitor and manage their retirement account over their entire lifespan - from enrollment to retirement to inheritance for beneficiaries. This is an excerpt from the TOC of the findings and recommendations report displaying a sample of the content.
A table of contents excerpt detailing the content contained, organized by the various methodologies used
Here is a snippet from the findings section. I thought it was a good example of summarizing patterns of user behavior from the findings into a concrete recommendation that is easy to implement.    
A descriptive recommendation for adding tooltips based on a variety of user feedback
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