ERICA D. FRANTZ, PHD
Patterns. People. Possibility.
FROM INSIGHT TO DIRECTION
I help organizations uncover insight, navigate ambiguity, and chart a clear path forward. Through research, synthesis, and storytelling, I connect customer understanding to product, business, and organizational strategy.
I study how people make sense of the world, and I help organizations build products that make sense in return.
I've followed an unusual path from psychology professor to UX research and strategy leader, but the throughline has always been the same: understanding people.
Over the past 15+ years, I've worked across academia, human factors, consulting, and product organizations, helping teams make sense of complexity, identify meaningful patterns, and turn insight into action.
Today, I help organizations uncover clarity within ambiguity and translate insight into strategic direction.
Research that helps
teams make better
decisions.
Turning Ambiguity into Product Direction
AI Strategy • Trust • Service Design
Product teams often have no shortage of ideas. What they need is a shared understanding of the problem they're solving. This case explores how research and strategic facilitation create clarity before a single feature is designed.
Research that helps products make more sense.
Building Trust in AI Self-Service
AI Strategy • Trust • Service Design
Product teams often focus on what AI can do. What matters just as much is what people expect it to do. This case explores how evolving mental models shape trust, adoption, and AI-powered support experiences.
Where I've worked
Erica consistently demonstrated a strong ability to use research and behavioral insights to guide product strategy in meaningful ways. Her facilitation skills—especially in workshops—are a standout strength. She creates space for diverse perspectives, help teams surface blind spots, and drive alignment with clarity and empathy. Even after moving to different teams, I’ve seen the ripple effects of her work in how teams approach problem framing and journey mapping. Her ability to synthesize complex information and make it actionable is a real asset to an organization.
UX Product Manager