Tony Capodagli
I build knowledge infrastructure that helps organizations understand how their systems actually work and where intent meets reality.
Over 12+ years, I have conducted mixed-methods research across healthcare, financial services, and telecommunications. My work focuses on the gap between how systems are designed to work and how they actually function in practice.
The 4-Layer Research Model
A systematic lens for understanding how systems actually work.
Problems surface at the seams between layers. A great tool (Support) fails when it does not match how work actually flows (Workflow). Clear intent gets lost when personal context is not accounted for.
Research Philosophy
Discovery to Delivery
Research should span the full product development lifecycle. The most valuable insights come from understanding the problem space deeply before solutions are proposed, then staying engaged through implementation to ensure intent translates to impact.
Human-Centered Curiosity
Good research starts with genuine curiosity about how people navigate complexity. I focus on understanding the texture of lived experience: the workarounds people create, the mental models they carry, the moments where systems fail them.
Knowledge Infrastructure
Individual studies are valuable, but lasting impact comes from building research infrastructure that persists beyond any single project. I focus on creating synthesis frameworks, decision architectures, and research repositories that compound organizational learning over time.
Experience
Industries
Healthcare: Montefiore Health System, Ascension: care journey mapping, provider workflows, patient engagement, research operations
Financial Services: Capital One: consumer banking, journey mapping, behavioral analysis, enterprise tools
Consulting: Tekzenit: e-commerce optimization, usability testing, information architecture
Methods
Stakeholder interviews, contextual inquiry, journey mapping, service blueprinting, usability testing, survey design, workflow observation, workshop facilitation, synthesis frameworks, research operations, AI system design for research automation
Let’s Connect
Available for senior UX research roles in healthcare, financial services, or complex regulated environments.