CASE STUDIES
I led a six-month study to understand the experiences and needs of rural, older adults on their journey to public benefits access. My insights on barriers and opportunities for this particular group led to a shift in product strategy away from serving seniors directly to instead developing a screening tool for caseworkers.
I designed a continuous discovery process that fed insights from support center agents into our product roadmap on a weekly basis. The resulting new SaaS platform cut call times by two minutes, increased support center capacity by 8%, and dramatically reduced staff training time.
I led research, piloting, and testing for a GenAI chatbot designed to help students apply for financial aid. Post-release, I partnered with a data analyst to develop a robust AI quality model that drove continuous improvements in each product sprint. These improvements resulted in an increase in the bot response accuracy from 71% to 85% in three months.
Urszula Pruchniewska, Ph.D. 