LYNDA OSBORNE

SR UX Researcher & Strategist

P: 770-***-**** E: ad25ce@r.postjobfree.com https://www.loportfolio.com Pw: AccessLO2023 PROFILE

Seasoned user experience researcher with expertise in successfully executing complex projects in collaboration with cross-functional teams combines a qualitative and quantitative research background in applied psychology and human-computer interaction to guide early-stage and enterprise teams at varying levels of UX maturity to innovate in the digital product space.

SKILLS & EDUCATION

• Excellent communicator

• UXR end-to-end project planning,

execution and experimental design

• Foundational & Iterative research

• Design thinking, Qualitative,

Quantitative methodologies

• Survey design, interview moderation,

scripting, contextual inquiry,

ethnography

• Heuristic analysis, card sorting

• Usability testing/prototyping

• Journey / empathy mapping, user

personas

• Research ops, data collection,

tracking, analysis, synthesis

• Affinity mapping, pattern recognition

and insights, recommendations,

reporting & data visualization

• Agile methodology (Jira)

• User research tools (SPSS, Excel,

Qualtrics, Miro, Figma, User Testing,

User Interviews, Maze, Optimal

Workshop, Dovetail, Confluence)

Ph.D. Educational Psychology

Georgia State University, Atlanta, GA,

Cognate: Adv Dev Psych, Language,

Cognition & HCI (Conferral April 2024)

M.S. Organizational Leadership

Georgia State University, Atlanta, GA

B.A. Political Science

Communications minor

Rutgers University, New Brunswick, NJ

RELEVANT EXPERIENCE

Photon, Sr UX Researcher (October 2023 – Present)

• Lead discovery and implementation research on consumer facing apps and web redesigns for seven (7) top QSR brands

• Manage end-to-end research process in a fast-paced environment to leverage discovery findings, test designs and deliver recommendations to optimize usability and customer satisfaction while enhancing interaction and task efficiency for users across mobile and web platforms; share insights with larger team to ensure accessibility (a11y) compliance across digital product platforms.

• Collaborate with full cross-functional team (UX/UI designers, PMs, creative leads, client leadership) to execute usability testing within the product development life cycle.

McKinsey & Company, User Research Lead & Practice Manager (March 2022 – April 2023)

• Senior design researcher and manager served across the tech ecosystem on product teams and initiatives to build capacity around customer experience excellence, customer insights, measurement, and engagement.

• Designed roadmap and led research for the O365 Messaging (Agile) product team within McKinsey's Design, Insights, and Innovation group managing research and digital transformation initiatives, including deployment of Outlook for iOS to 50,000+ enterprise employees.

• Led and shaped the craft of design research across T&D and Secure Foundations, enabling research practitioners to deliver compelling insights, stories, and artifacts to drive evidence-based product and design decisions; devised innovative approaches to research mentorship to colleagues beyond the research core to maximize efficient access to processes and tools, ensuring that researchers and other people who do research (PWDR) are well informed and supported.

• Served as a top subject matter expert (SME) on client-serving consulting teams working with international partners to deliver solutions on inclusive design, design thinking strategy, transformation and change, performance and impact measurement, and community co-design. Clover, A Fiserv Company, Sr User Researcher (Jan 2021 – March 2022)

• Led customer journey research for the Core Systems design/product teams supporting the design and development of the Clover point- of-sale payments platform and business management solutions for small to medium-sized business owners.

• Planned and executed research for teams responsible for the end-user (SMB merchants and their customers) experience with our hardware devices, native software, and 3rd party apps along the entire journey. Featured projects focused on mapping the needs of restaurateurs with respect to customer engagement and sales conversions; raising awareness around issues of accessibility for both hardware and software, and demographic factors impacting consumer needs and behavior.

• Engaged with cross-functional teams including project managers, design leaders, and related stakeholders to set strategy, and roadmap, prioritize, plan, and execute qualitative research.

• Solved for low web dashboard engagement and developed an analysis framework for improving efficiency and access to help and support, and initiated pathways to understand the user experience by an extended set of demographics.

• Team Winner, top prize Clover Hackathon June 2021; People’s Choice Award team winner, December 2021. Winning designs added to the roadmap for the following year. Program Director for Women in Tech, Fiserv/Clover Sunnyvale Chapter. Ernst & Young (EY), User Research Lead (Feb 2020 – Jan 2021)

• Led UX research program focused on In-office/Productivity and O365 enterprise technology (Teams, Power Platform) as part of the End User Technology Experience (EUTX) team supporting 330,000+ employees. Developed qual/quant research plans in collaboration with internal customers engaging participants across a wide range of stakeholder groups including partners and leaders to gather feedback on products and services at various stages of product development; synthesized data to assess trends and share meaningful insights; packaged and published research results in partnership with internal customer feedback team; tracked, reported on product performance issues, resolutions and made recommendations to close the research loop.

• Designed and executed foundational research in support of the firm-wide introduction of Microsoft Power Automate and Power Apps, defining drivers and barriers to use, and identifying use cases and primary user groups for the platform to inform internal deployment, marketing, and adoption efforts. This impactful effort fueled the development of the Power Platform as a core capability for EY partners’ delivery of solutions to customers across all verticals, Tax, Accounting, Tech Consulting. Personal Robots Group (MIT Media Lab) x Georgia State University x NSF, UX Research Director (Dec 2017 – Jan 2020)

• Led UX research for AI-driven conversational learning interface (formerly commercially sold JIBO social robot) and served as user experience leader for technology systems integration and deployment during product development life cycle in preparation for commercial re-launch. National Science Foundation funding received for development, deployment, and evaluation of an Intelligent Service System for Personalized Early Literacy Learning Using a Mobile Device.

• Devised experimental design and executed research plans for global FOAK (First of a Kind) deployment of (formerly commercial) social robot systems (JIBO) into 8 classrooms, 320 participants, 4 user groups, 13 cross-functional team members across two states. Employed Agile methodology with cross-functional team to conduct generative user research, understand user needs, and participation barriers, centralize team communications, collect data, extract insights, and communicate findings to iterate on system designs. Managed a group of 25 researchers, teachers, admins, and staff.

• Resulting publication (in progress) focuses on the layperson’s user experience interacting with adaptive AI/ML/intelligent social robots. Consultant, Lecturer, Researcher, Jan 2012 – Nov 2017

• Provided UX strategy and business development consulting for Atlanta-based tech startups funded by Google, Comcast, and Morgan Stanley.

• Taught courses in GSU's College of Education in advanced developmental psychology, learner psychology, human interaction, and assessment.

• Designed and guided ethnographic research projects for observing learners and teaching in context. Explored the roles of internal and external factors on learner attitudes, behaviors, comprehension, and achievement. Professional Memberships

• UXPA (User Experience Professional Association, Global Sustaining Member)

• APA (American Psychological Association)

• Human Factors & Ergonomics Society

Professional Development Trainings (McKinsey & Co)

• Principles of Strategic Thinking

• People Leader as Coach

• Inclusive by Design

• Inclusive Leadership, Becoming an Inclusive Leader (3B Framework: Be, Bridge, Build)

• Leading Difficult Conversations

• Cultivating Trusting Stakeholder Relationships

• MBN Leadership Workshop (6 dimensions)

*References, course details, writing samples, presentation details are available upon request.

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