get close. measure. iterate.
move the unknown to understood.
turn insights into impact.
hi. i’m brad. 👋🏻
i build customer-centric systems that help organizations move faster, make better decisions, and solve the problems that matter most.
about
i believe that the best experiences are possible when the gaps between those who build products and those who use them are closed.
i've spent 20+ years across content, research, design, and leadership developing systems that close that gap: research operations that scale, design systems that create consistency, measurement frameworks that drive decisions, and teams that stay curious and move fast.
i currently lead research operations at Amazon.
what i do
research
study design & execution — Generative, evaluative, and strategic research across methods including diary studies, surveys, contextual inquiry, and ethnographic fieldwork across 150+ sites.
operations — Building systems for intake, prioritization, recruitment, and knowledge management that let research scale without losing rigor.
design
information architecture — Structuring content, navigation, and workflows so complexity becomes manageable and people find what they need.
product & interaction design — Solving usability and clarity problems, leading redesigns, building design systems, and staying hands-on with prototyping and UI.
strategy/impact
measurement frameworks — Connecting qualitative insight to quantitative outcomes with KPIs, tracking systems, and models that tie research to business decisions.
process design — Building the rituals, templates, and workflows that make good practice repeatable and close the gap between insight and action.
leadership
team building — Hiring, developing, and structuring research and design teams at every stage, from first hire to scaled function.
case studies
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assumptions to revenue
transforming a key revenue stream with strategic research.
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customer experience outcomes
building a mechanism to standardize measurement across products
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redesign and expand
rebuilding a flagship product for engagement, retention, and scalability