JB spent twenty years finding out whether the systems companies build actually work for the people using them.

As Director of UX Research and Agent Experience at ServiceTitan, she built the research practice behind their Virtual Agent from scratch, including RITE testing methodology, mental-model-aligned scorecards, and a synthetic evaluation framework built from over 600 real transcripts. Her work on AI-driven consumer experience goes back to Shopify in 2017, and includes two stints leading CX for Columbia Sportswear's online brands.

Talking Systemshelps companies take UX research teams AI native and evaluates the human/AI interaction experience, with a specialty in voice, so that AI agents work for the people using them, not just the metrics measuring them.