Hi, I’m Kerry.

I’m focused on user centered design and attention to detail, enabling teams to design solutions that drive revenue, increase efficiency, improve client satisfaction and grow market share. I enjoy working on a team with other curious people. I use a variety of tools to plan and execute end-to-end research programs from strategic and generative to evaluative stages. A passionate evangelizer and user advocate, I’m eager to communicate the value of research, early and often.

Three out of four enterprise projects I’ve led over the last five years allowed my team to plan and maintain a competitive edge, resulting in a significant increase in revenue. As a Senior UX Researcher who thrives on collaboration with product development teams to fully understand the context of any problem, I’m experienced in UX large scale research with complex domains with J.P. Morgan Chase, YouTube, Silicon Valley Bank, American Express, and Edward Jones to provide high-quality insights using a range of methods. 

I’ve always been a curious person; I love people-watching and listening to their stories. I often find myself in conversations with total strangers about all kinds of things. I’m fascinated by how we communicate with and understand each other. In my work, I’m lucky enough to be able to listen to the stories of those who use the internet.

 

Experience

Senior User Experience Researcher

Edward Jones  | June 2021 – present (remote)

As an embedded researcher in the Digital Operations Experience portfolio, Client Onboarding and Account Technology product team, collaborated to improve branch teams’ client onboarding experience by conducting generative and evaluative primary research.

Senior User Experience Researcher

American Express  | September 2020 – June 2021 (remote)

As an embedded researcher in the American Express Savings Account product team, collaborated to improve new savings account customer onboarding experience by conducting primary research (usability testing) and managing research projects with external vendor.

Senior User Researcher

Silicon Valley Bank (Capco Digital) | February – June 2020 (remote)

Impact: Improved platform and mobile experience for early-stage startup founders through a redesign of commercial banking platform and mobile app, increased mobile app usage.

  • Worked with a team of consultants on Capco’s first UX design contract with Silicon Valley Bank to build an in-house UX team and an agile practice, guiding the first project: a redesign of banking platform

  • Created a research plan for July 2020 launch of desktop and mobile MVP

  • Created research archive, accessible to all team members and client stakeholders

  • Conducted remote interviews and usability tests with early stage startup founders to learn current pain points and find opportunities for innovation

  • Remotely presented insights to team of 29 client stakeholders across the country, resulting in request to present usability testing best practices and potential benefits to other client teams

  • Remotely managed one researcher to gather and analyze session data

 

Senior User Researcher

HUGE, Inc. | December 2019 – February 2020 (contract)

Impact: Helped YouTube editorial stakeholders better understand what video content creators with 10K-100K subscribers need to grow their subscriber base and improve their video content, interviewed marketing C-suite executives at YouTube to learn vision and strategy for blog consolidation

  • Part of a team of UX agency professionals focused on learning how YouTube could provide better editorial content with the consolidation of three company blogs

  • Conducted remote discovery research and focus groups with content creators in the U.S., Asia, and South America to understand the breadth of blog content expectations across the globe

  • Interviewed creators of all experience levels to understand the types of content valued throughout the evolution of a YouTube video content creator

  • Collaborated with agency researchers to moderate interviews with creators, artists, and consumers

  • Created a competitive audit of global video platforms and editorial content for creators and consumers


Lead UX Researcher

OS33 | June – December 2019

Impact: Enabled 3,000 enterprise users to successfully self-onboard our platform in record time with reports from client as “the best (new software rollout) experience we’ve ever had.”

  • Helped build a UX team from scratch for data security SaaS startup

  • Worked with internal design, engineering, and product teams to integrate a user research plan into existing road map

  • Interviewed engineers, customer service reps, account managers, help desk, founders, and senior leadership to learn future vision and opportunities for research benefit

  • Created and presented portfolio of past research studies and outcomes to department leaders to manage expectations

  • Collaborated with account managers to identify and recruit current customers to learn pain points

  • Taught junior researcher how to conduct remote usability test interviews and avoid leading questions to double the research study capability and improve incoming qualitative data

  • Traveled to conduct contextual inquiry in office of end user to learn insights to improve the experience for thousands of new Voya customers onboarding our product

Senior UX Researcher

J.P Morgan Chase (New York City) | April 2018 – June 2019

Impact: More than 50,000 new YouInvest accounts opened in first 3 months, significantly above target, increased monthly new accounts by 20%, which increased the bottom line for total managed wealth

Improved desktop and mobile asset management products for customers across the globe by running rapid usability testing program (2 week cycles) for Digital Wealth Management (DWM) and Digital Customer Experience (DCE)

  • Worked as a team of two to plan, recruit, conduct, analyze, and report findings for rapid cycles of lab-based usability testing on mobile and desktop to double research capability and impact for product teams in Digital Wealth Manage- ment (DWM) and Digital Customer Experience (DCE)

  • Collaborated with product teams to facilitate stakeholder workshops to extract institutional knowledge and brain- storm ways to target specific audiences for new products

  • Provided detailed qualitative data that enabled Chase to provide a better experience for people opening a YOUIN- VESTTM account

  • Improved JPMC DWM/ DCE new-hire experience by interviewing new employees and human resources departments to create a journey map for a new employee.

     

UX Researcher

Event Pass | January 2018 – June 2019 (contract)

  • Helped plan, recruit, conduct, analyze, and report findings for usability testing for an event planning startup as part of eBay incubator

Business Development Manager

Answerlab | April 2017 – August 2017 (contract)

In a sales role, outlined the value of custom UX research solutions with Fortune 500 clients

 

Capital Sales Associate and Operations Manager

Arthrex / Gotham Surgical | November 2013 – May 2017

Impact: Recovered more than $400,000 of surgical equipment from surgery centers in NYC metro area by researching and designing a more effective way to track equipment loans.

  • Planned and conducted field studies, interviews, and contextual inquiries to learn the detailed and complex path of surgical equipment on loan from our sales office to client and back

  • Performed a detailed audit, inventory and confirmation of loaned equipment to over 40 surgery center clients

  • Conducted field studies during sales trials in sterile environments during live surgery with teams of surgeons and other healthcare providers

  • Conducted interviews, field studies, collaborative design sessions, and card sort activities to discover pain points for junior and senior field sales reps in NYC metro area

  • Optimize sales rep face time with key surgeon clients during surgical procedures by research and concept design of mobile app to optimize contact with surgery centers re: schedules

  • Increased sales rep competence by research and concept design for mobile product education app for new orthopedic device sales associates

 

Volunteer

  • Beginex | UX Career Coach | 2019 - present

    • Volunteer for program to coach people in other industries how best ways to transition into the field of UX. Receive consistent positive student feedback, which has led to requests for one-on-one coaching.   

  • UX Professionals Association | Spring 2018 | New York City