User Experience Ux Research

Kisha Lipscomb

708-***-**** • https://www.kishalipscomb.com • **************@*****.***

Education

Master of Science: Human-Computer Interaction Jun 2023

DePaul University (G.P.A 3.9 out of 4.0, Graduated with Distinction) – Chicago, Il

Bachelor of Arts: Biology

Concordia University – River Forest, Il

Certification: UI/UX Design Northeastern University – Chicago, Il

Work Experiences

Co-Owner and UX Research & Strategy Innovation Manager Dip Cleaning Services Apr 2021 - Current

Develop a strategic plan for user experience and competitive differentiation. Lead operational and financial management.

Utilize qualitative and quantitative research methods, including user interviews, surveys, cognitive walkthroughs, and heuristic evaluation. Analyze data through tree testing, heatmaps, first-click, and card sorting. Conduct A/B tests and usability testing for new concepts.

Create personas, affinity maps, wireframes, journey maps, user flows, site maps, and research reports.

Billing Ops Manager - Cycle Revenue, Quality Assurance Analyst and Validation AT&T Jul 2001 - Apr 2021

Mitigated negative impact on users & business by validating pre-production changes such as new or updated features, ensuring alignment with requirements and user experience impact before authorizing advancement to testing or production within an established timeframe.

Actively attended weekly stakeholder meetings that promoted cross-functional collaboration and ensured product or project objectives were user-centric and business-aligned, thus safeguarding the user experience and business impact from adverse effects during development.

Managed critical projects, iteratively adjusting based on user needs, impacts, and business requirements.

Produced concise internal documentation to streamline tracking and handoffs, promoting effective communication and collaboration.

Identified & maintained issue log, driving resolution with billing, product, or project & user impact before granting production approval.

Implemented efficiency changes, resulting in a 65% reduction in turnaround, an 82% increase in productivity, and 100% issue identification.

Analyzed data to identify and resolve billing revenue discrepancies. Created comprehensive KPI and monthly reports.

Conducted internal user research and usability testing for specialized projects.

Employee Giving/Day of Caring Lead and Coordinator Recipient of the Key Performance Award most years

Skills: User Experience Research, Research Planning, Strategy, Literature Review, Wireframing, Information Architecture, Sitemap, UX, Interviews, User Flow, Persona Creation, Journey Map, Surveys, Contextual Inquiries, Competitive Analysis, Heuristic Evaluation, Usability Testing, Test Planning, Affinity Diagram, Cognitive Walkthrough, Card Sort, IA Testing, Tree Testing, First Click, Literature Reviews

Tools/ Technical: Mural, AirTable, ATLAS.ti, Figma, Miro, Optimal, SPSS, UX Metrics, Qualtrics, Photoshop, Illustrator, Adobe CC,

Agile Methodologies, Product Roadmap, Google Analytics, Notion, Tableau, HTML, CSS, Bootstrap, R, Microsoft 365

Projects and Research

UX Strategy & Research for New Application Development - 100 Black Men of Chicago Project in Progress

Project in Progress to Strategize & deliver product roadmap with UX research, usability testing & prototyping to create a centralized communication, membership, and event planning platform unique to the organization to address communication & event planning pain points.

Usability Testing - Toronto Cupcake - *Conceptual Project for Education

Conduct a usability test on Toronto Cupcake’s active website and provide solutions to usability issues.

Methods/Tools: Heuristic evaluation, cognitive walkthrough, usability testing, Zoom, and Axure RP

Outcome: Re-designed check-out process to reduce abandonment rates due to confusion. Improved conversion rates and increased revenue by streamlining the delivery process to complete successful orders and reduced delivery errors

Information Architecture & Content Strategy - Blick Art Store *Conceptual Project for Education

Conduct UX Research to determine the Architecture/Content Redesign of Blick’s active website to address user issues.

Methods/Tools: Survey, competitive analysis, persona, card sort, tree test, site map, wireframe, Optimal, Figma

Outcome: Redesigned sitemap to reduce info overload, complex navigation & abandonment rates while shopping. Increase user engagement in resource areas & mobile responsiveness to provide a seamless experience on smaller screens

User Experience Research for New Technology - Future of the Dead *Conceptual Project for Education

Research exploring implications for new technology to aid individuals in researching alternative burial methods.

Methods/Tools: literature review, competitive analysis, surveys, contextual Inquiries, affinity diagram, persona creation, interviews, observations, statistical analysis, Zoom, Miro, ATLAS.ti, Qualtrics, SPSS, R, and Tableau

Outcome: Produced increased awareness, education, and access to legal information and regulations on alternative burial methods. Need for Increased availability of alternative burial service providers and simplified pre-planning process

Research & User-Centered Design - Adventure Bound *Conceptual Project for Education

UX Research, Usability, & Prototyping to plan travel destinations of interest & education with new functionality.

Methods/Tools: research plan, survey, contextual inquiry, persona creation, affinity map, journey map, user flow, storyboard, task analysis, sketches, wireframe, prototype, style guide, user testing plan, usability testing, Zoom, Figma, XD

Outcome: Users expressed that the challenges faced in planning their trips were addressed after iterations addressing the booking page, and how nearby places are selected, whether through GPS or by typing in an address.

Contact this candidate