Portfolio · Research
Selected research.
I’m Robbie Clark. My day job is designing AI-powered products, where I run user research on enterprise AI tools used by frontline teams — care agents, compliance officers, communications leads.
The work below is a sample of that: generative interviews, contextual inquiry, task-based usability testing, and AI output evaluation. Same rigor whether the deliverable is a persona or a prompt.
T-Mobile · Research case study
NORA
Turning root-cause analysis into answers a care agent can use.
Frontline care agents were getting accurate diagnostics written for engineers, not for a customer on the line. I ran interviews and observation, built a persona and a Playbook of rules, then validated and evaluated the AI output that followed them.
15
interviews & observations
5
design principles → a full Playbook
AT&T · Usability study
Ask AT&T Docs AI
Making Compare and Draft Creation workflows click.
Before rolling out two new AI capabilities — comparing documents and drafting from that comparison — I ran a moderated usability study with 13 participants to see whether people could actually find and use them.
13
participants, 11 tasks
3
tactical recommendations shipped to design
T-Mobile · AI design system
NetHive IQ
One AI, three very different jobs.
An AI layer was moving into every corner of T-Mobile’s network operations platform, with no shared standard for how it should sound or when it should act on its own. I built the Voice & Tone Style Guide, AI Best Practices, and Explainable AI standards that tie it together.
3
user groups, one AI voice
3
living guides: voice, practices, XAI
Want the details behind any of these?
Happy to walk through the research, the tradeoffs, or the parts that didn't make the write-up.
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