Mar Winslow - UX Design Researcher

UX Researcher (Contract)

OCTOBER 2023 - APRIL 2024  (6 months)

• As a UX contractor, I collaborated with the IT Solutions team to decrease IT support touchpoints by 33% through user-centric evaluation of self-service and automation opportunities. Improved IT support landing page engagement via optimization activities like card sort and tree testing. Created personas and user journey maps from contextual interviews to pinpoint self-service and automation opportunities aligned with job archetypes and common touch points. Conducted a Qualtrics survey to document IT agent challenges, reducing blockers through insights and empathy/prioritization workshops with stakeholders. Currently redesigning the IT portal to empower users to self-resolve requests while maintaining easy access to support when needed. 

UX Researcher

MAY 2022 - AUGUST 2023  (1 year, 4 months)

• ​Defined and implemented UX best practices for two separate fitness verticals as the lead product researcher on both teams. Lead various projects on new feature development, contextual interviews, discovery research, usability testing, surveys, personas, user journeys, and churn-reduction research. Created case-studies and user journey maps to assess value of product partnerships and integrations. Managed research repository of participants for scheduling and interviewing participants, and implemented a research panel to make recruiting more efficient. Developed the process for NPS analysis and detractor outreach to understand customer pain points. Implemented an NPS dashboard in PowerBI and presented monthly feedback reports to stakeholders to track changes over time.

UX Design Researcher

DECEMBER 2018 - PRESENT (3 years 3 months)

• Pioneered UX best practices at WhereTo and advocated for UX strategies, essentially creating the UX department. Responsibilities included design research, data analysis, and reporting content/design feedback to stakeholders. Executed research projects for new and existing features, designing prototypes for testing, and heading UX workshops with the product team. Lead the design research for rebranding our booking platform, and managed all interview/feedback sessions with existing customers and external participants. Created all Help Center content and tagging processes to track support issues, and was Lead Product Support Manager for 1 year before transitioning to research.

Associate Product Support Manager

OCTOBER 2017 - DECEMBER 2018 (1 year 3 months)

• Data collection and monitoring escalations for technical issues for Wix Music. I contributed written content to the UX team for new tutorial flows, analyzed the discoverability of knowledge base articles, and organized team feedback of usability issues. Tracking and reporting of user issues, feature requests, and product feedback. Monitored new product releases, as well as removals of previous features.

• Troubleshooting design and technical issues for customers designing and building websites. 

Behavior Therapist

SEPTEMBER 2016 - OCTOBER 2017 (1 year)

• Practiced Applied Behavior Analysis (ABA) therapy in naturalistic settings with children on the autism spectrum. Recorded session notes while taking real-time data to monitor frequencies and responses. Performed data entry in Excel on a daily basis to track client progress and evaluate treatment goals. HIPAA-compliant methods that involved highly creative processes utilizing art, musical instruments, and games to tailor individualized treatments to reinforce prosocial skills and behaviors.

Research Assistant

SEPTEMBER 2015 - MAY 2016 (9 months)

• Organized and entered research data for behavioral experiments studying emotions, Schizophrenia, and negative affect in emotional responses. Administered tests including the Stroop task and WTAR to assess cognitive function, as well as visual computer tasks evaluating emotion and subconscious word associations.