Darragh Miller: UX+ Researcher
My research is solution and user focused, and puts customers at the centre of more accessible and responsible technology.I am a trained social scientist and employ both academic and UX research methods to produce high quality insights for senior leaders and tech design teams. Below are just a few snippets of my work.
Humanizing the Medicare Advantage Online Journey
US health insurance payers currenly operate in a low trust environment. My research captured the behavioural barriers faced by those who age into the Medicare Advantage system, and offered ways out for payers:- Low trust, stress, and confusion as drivers of “overwhelm” in the purchasing journey.- Cognitively-informed strategies and design solutions to drive a more comfortable experience for consumers.
Behavioural Insights for Next Generation mDLs
Mobile driver’s licenses (mDL) are being trialed in North America. Across jurisdictions, there is great variability in implementation methods and adoption rates. My research included cognitive interviews with early adopters and produced:- The key behavioural levers which need to be accounted for to result in adoption.- User journey mapping (mDL Holders, Verifiers & Issuers).-Analogous case study; 'Learnings from Contactless Payments'.
User Experiences of Workplace AI Solution
A global technology eco-system partner opened an early access programme for a horizontal Large Language Model (LLM) productivity tool. I carried out focus groups and in-depth qualitative interviews with users within the programme, capturing critical design feedback for what is now a globally used tool. My solutions offered:- Design strategies for the new cognitive demands associated with use (eg: output verification, prompt engineering).- Implementation principles that heed to the psychological impact of workflow integration.- Early impressions regarding where value (ROI) emerges, and where it leaks away during tool interactions.
My current role.
I work as an Innovation Research Specialist in Accenture's Global R&D Hub, The Dock. I started in Accenture in January 2023. Please get in touch via the following links.E-mail: [email protected] & [email protected]