Megan has over 20 years of experience in consumer research, experience design and strategy helping clients to understand what makes their audiences tick and identify ways to keep them happy and engaged.
Most recently she established and led the Customer Experience (CX) insights team at Nasdaq, leveraging methods including contextual inquiry, formative discovery, directed interviews, usability testing, card sorts, tree tests, A/B tests, and surveys to provide real-time insights and prioritize business direction. Managing a distributed team of researchers, she also coached and mentored over 25 UX designers and product managers throughout North America. One of her proudest accomplishments was that she designed and launched Nasdaq’s first open-source research portal to socialize research data analysis, audience feedback, and real-time findings to senior leadership. With her direction the team reshaped customer solutions by mapping customer behaviors to user and economic buyer personas across multiple lines of business.
Prior to her time at Nasdaq, Megan led the Experience Strategy team at Mad*Pow; an experience design and behavior change design agency focused on delivering measurable results, helping clients design and deliver engaging, intuitive, and meaningful experiences to their target audiences. She specialized in collaborative methods, design strategy and consumer research, and led interdisciplinary teams and projects to identify audience's needs, motivations, attitudes, and behaviors, and how the organization could pivot to earn their respect and loyalty. She also facilitated over 20 Customer Journey Mapping workshops, for clients and industry conferences, solidifying her position as an expert in this field, and helping teams visualize their customers’ experiences.
In the past decade, she has devoted considerable time and energy into creating change in the food space, on a personal level. She serves on the boards of the Seacoast chapter of No Kid Hungry and Seacoast Eat Local and advises local communities on school gardens, and farm-to-school programming. She took her passion for food to the next level, and earned a masters degree in Gastronomy with a focus in Communications from Boston University.
With Fork in the Road, she is blending her customer experience and strategy skills with her academic credentials, to improve customer experience for clients in the food industry.
photo credit @rayaonassignment