Research-Driven Systems That Scale Experiences, Operations, and Growth
I bring 12+ years of UX research, service design, and business automation expertise. My work uncovers insights, enables teams, and builds systems that run themselves so companies, consultants, and agencies can deliver with impact.
Strategy & Research
Turning insights into product direction and growth strategy.
I lead behavioral research and experience strategy that shapes roadmaps, influences billion-dollar integrations, and brings clarity to customer journeys.
Western Union – Global Banking App Launch
Led behavioral research + persona frameworks → informed go-to-market, product fit, and growth planning.
Charles Schwab – Advisor Experience Redesign
Modernized advisor workflows → improved efficiency during $26B TD Ameritrade integration.
ISACA – Global Certification Platform Redesign
Mapped user journeys + redesigned site architecture → aligned certification seekers, employers, and students.
Enablement & Ops
Scaling rigor without slowing teams down.
I design enablement systems that empower non-researchers to run studies, keep standards high, and scale insights across large organizations.
USAA – Design Ops Research Enablement
Embedded weekly research training → reduced turnaround time while protecting quality.
USAA – Lifecycle Personalization Strategy
Built segmentation + personalization frameworks → created consistency across channels.
Automation & Infrastructure
Operational systems that add client-facing value.
I translate strategy into operational tools—automated dashboards and spreadsheets that act like micro-SaaS products for businesses.
Ad Agency Sales Tracker
Real-time reporting dashboards → impressed clients, reduced 10+ hours of manual work weekly.
Course Creator Launch Planner
Automated revenue forecasting + task tracking → cut planning time by 70%, improved accountability.
Fitness Coach Macro Calculator
Automated a complex nutrition + macro-tracking system into an intuitive spreadsheet → simplified client onboarding, reduced manual errors, and helped the coach scale her services with a professional, client-ready tool.
Strategy → Enablement → Automation
My portfolio spans the entire lifecycle: uncovering insights, scaling them across teams, and embedding them into systems that deliver value every day. Whether inside a Fortune 500 or with independent creators, my work connects research, rigor, and automation into one story of impact.
"Lauren, thank you so much for being part of our team! You were such a positive, productive, and professional presence and your contributions made our products better."
"Lauren's ability to navigate complex user flows and nuanced banking concepts by blending pre-existing research together with new advisor inquiries reassured our product partners and generated powerful "aha" moments that always put our users first."
"Literally blown away, everyone will be so excited for this! I really appreciate the work you have done on this! It looks so fantastic!"
[More about Me?]
How it started
My journey began in 2011 when I observed my first focus group study.
Since then, I have committed my career to exploring the intersection of empathy and strategy, linking genuine human needs to scalable products, services, and systems.
How it's going
I have led user experience and strategy initiatives across fortune 500 companies, agencies, startups, small to medium-sized businesses, and global enterprises.
Though I am industry-agnostic, my passion for understanding humans is unwavering.
Where to next
I enjoy upskilling others and aspire to be a speaker and professor around Human Computer Interactions. I'm fascinated with backing strategy with research and democratizing tech.
I plan on continuing to bring clarity and a collaborative spirit to every engagement.
Get in Touch
Ready to go from insights to impact?
Book a free 30-minute strategy session
[→ https://calendly.com/33t]
LinkedIn: /laurentmiller
