Making complicated things make sense.
Rachel Bartlett is a UX Researcher and Product Designer working with teams to understand people, uncover what is getting in their way, and turn those findings into better products.
Her work spans enterprise software, retail, insurance, and accessibility, with a particular interest in complex systems where the easiest solution isn't always the right one.
A few things her work has changed:
in annual savings through an enterprise pricing platform
$2.7M
reduction in grocery shopping navigation time
18%
accessibility research adopted by the Google Accessibility Team
THE WORK
01
Finding what you're looking for
Product Location Findability
Customers and employees were navigating the same shelves in completely different ways. Research uncovered a new location system that connected physical stores, digital products, and inventory into one shared language.
Research · Product Design · Service Design · Enterprise UX
02
When the system gets in the way
Insurance Operations
A growing insurance company had complex processes, outdated tools, and too many places for things to break down. Nine weeks of research uncovered the biggest opportunities and shaped a strategic roadmap for a better experience.
Research · Discovery · Strategy
03
Rewriting the rules of a system
Grocery Item Pricing
A legacy pricing tool wasn't broken. It was built around the wrong mental model. Research revealed where users were struggling and shaped a new experience around how they actually worked.
Research · Product Design · Enterprise UX
04
Designing for people in a hurry
Convenience Store Checkout
When you're serving a customer, processing a payment, and trying to keep the line moving, there's no time to figure out the interface. Research helped rethink checkout around the realities of the job.
Research · Usability · Product Design
05
Designing a shared memory
Internal Knowledge Base
Information was scattered across departments, making everyday knowledge difficult to find and maintain. Research and information architecture created a flexible system that brought 18 teams together without forcing them to work the same way.
Research · Information Architecture · UX Strategy
BEFORE THE PRODUCT
Accessibility research
Before working with product teams, Rachel researched how people experiencing vision loss interact with technology in the real world.
Her research explored how aural, haptic, and spatial feedback could create more accessible experiences, leading to publications at international ACM conferences and research later adopted by Google's Accessibility Team.
CHI '19
Exploring the Opportunities for Technologies to Enhance Quality of Life with People who have Experienced Vision Loss
ASSETS '18
Exploring Aural and Haptic Feedback for Visually Impaired People on a Track