Ux Researcher User Experience

Trina Daniels

***–***–**** • *************@*****.***

PROFILE

Results-driven UX researcher and strategist with proven record in User Zoom collecting and analyzing customer data, leading to actionable insights that improved experience.

Expert in transforming research findings into strategic insights and presenting to executive teams, resulting in the implementation of key recommendations that enhanced product offerings.

Successfully facilitated design thinking workshops with cross-functional stakeholders, driving collaboration and innovation that led to an increase in project efficiency and alignment.

Implemented measurement strategies that significantly boosted employee experience and satisfaction scores, contributing to a more engaged workforce.

Delivered high-impact assets such as information architecture studies, personas, journey maps, and storyboards, which informed design decisions.

Conducted comprehensive usability testing, card sorting activities, heuristic evaluations, and interviews, providing critical data that informed design iterations and increased usability scores.

Employed the power of AI to accelerate research cycles, improve the quality of insights and expedite data synthesis.

Industries: finance, mortgage,, healthcare, automotive, academic, and retail.

WORK EXPERIENCE

PNC BANK 08/2022 - Present

USER EXPERIENCE DESIGN -RESEARCHER Pittsburg, PA (Remote)

•Led targeted research initiatives that enhanced product features, resulting in an increase in client satisfaction ratings through actionable insights from global interviews across North America, South America, Europe, and South Africa.

•Developed and executed surveys, screeners, discussion guides, and usability studies; and tailored interview protocols, to improve user experience and design efficiency ensuring data-driven decisions through comprehensive analysis and synthesis of findings.

•Facilitated design thinking workshops that optimized web and app products, delivering stakeholder maps, service blueprints, and customer journey maps, leading to a reduction in project turnaround time.

•Created and tested low-fidelity mockups with a diverse customer base, contributing to an increase in user engagement by refining design concepts prior to development.

•Collaborated with research, design, and development teams to ensure smooth hand-off of concepts, maintaining alignment with project goals and timelines in an agile environment using Jira and Rally.

•Demonstrated strong leadership in managing multiple projects efficiently, consistently meeting deadlines and exceeding stakeholder expectations.

•SKILLS: Figma, FigJam, User Zoom, Mural, InVision, Design Thinking, UX Research, Usability Studies, A/B Testing, Card Sort Activities, Survey Creation, Data Analysis, Customer Experience

Ford Motor Company 10/2019 - 07/2022

SR. PRODUCT DESIGNER/UX RESEARCHER Allen Park, MI (hybrid)

•Utilized organizational storytelling to facilitate engaging design thinking sessions, leading to the identification of key user needs and pain points. This resulted in actionable insights that enhanced the development of assets and subject-specific Intranet sites, improving user satisfaction.

•Compiled, synthesized, and analyzed secondary research collected to monitor industry trends, company initiatives, and technical product updates to create impactful deliverables that aligned with business goals, driving an increase in project relevance and effectiveness.

•Conducted statistical analyses on large data sets of digital worker technology usage using SPSS and Tableau.

•Created and delivered reports, data visualizations and presentations using Illustrator, InDesign, PPT and Excel for key stakeholders and executive teams.

•Delivered high-quality products on schedule by implementing agile methodologies, effectively utilizing the Rally project management platform to streamline workflows and increase delivery efficiency.

•SKILLS: Design Thinking, Storytelling, Bluescape Collaboration Platform, SharePoint, OneDrive, Adobe Creative Suite, Employee Experience

Quicken Loans 02/2018 - 10/2019

SR. INSTRUCTIONAL DESIGNER Detroit, MI

•Collaborated with subject matter experts and business leaders to identify critical needs, resulting in the development of targeted interventions that improved performance metrics.

•Adopted a strategic approach to course development, incorporating data-driven decisions, measurable objectives, and behavioral outcomes, which enhanced ROI and increased learner engagement.

•Integrated interactive lessons, gamification strategies, and scenario-based modules into instructor-led training (ILT) and virtual deliverables, leading to improvement in participant satisfaction and retention rates.

•Worked closely with creative, training, project, and organizational development consultants to design and deliver high-quality training products, ensuring alignment with business goals and increasing overall project success rates.

•Lead initiatives to research and document online training system for Workday HR platform including modules for payroll, scheduling, employee onboarding, time tracking, learning, talent management, and performance evaluations.

•SKILLS: Instructional Systems Design, Performance Improvement, Job Analysis, Saba LMS, Workday, MS 365

Concordia University 01/2016 - 01/2018

RESEARCH CONSULTANT AND ADJUNCT FACULTY Ann Arbor, MI

•Facilitated organizational leadership courses: Leadership in International Organizations, Self-care Among Leaders, Ethical Dimensions of Leadership, Leadership Competencies, and Leading Change in Organizations.

•Instructed on the use of qualitative and quantitative methodologies and guided students through research process.

•Introduced and guided graduate level students through Institutional Review Board (IRB) process.

•As capstone chair in Organizational Leadership Administration advised and approved projects.

•Partnered with Dean of Education to develop an award-winning peer reviewed scholarly presentation.

•Used SPSS to summarize three-years data of key performance outcomes for teacher certification preparation.

•SKILLS: Facilitation, Data Analysis, Leadership, Communication, Qualitative and Quantitative Research Methodologies

Centers for Medicaid & Medicare Services 01/2014 - 01/2017

LMS ADMINISTRATOR AND TEAM CO-LEADER Baltimore, MD. (Remote)

•Co-managed LMS technical support team.

•Oversaw quality assurance team to ensure accurate and on-time course deployment for national federal audience.

•Wrote winning proposals two consecutive years for the team to present at Blackboard, Inc. national conference.

•Developed training documentation, disaster recovery plan, standard operating procedures and deployment schedules to normalize processes and timely course delivery.

•SKILLS: Adobe Captivate, Articulate 360, Certified Virtual Facilitator, Adobe eLearning Suite, Blackboard LMS

Indiana Wesleyan University, VCU, CNU 01/2011 -01/2016

ADJUNCT PROFESSOR Virginia and Indiana (Online)

•Created curriculum for adult learners to meet learning objectives and facilitated instructor led and online courses.

•Developed interactive activities and discussions to enhance course delivery.

•Taught organizational leadership, business communication, intercultural communication, and gender studies courses.

•SKILLS: Public Speaking, Critical Thinking, Facilitation, Communication, Qualitative Research, Blackboard LMS

Dollar Tree Corporate 01/2006 - 01/2012

SR INSTRUCTIONAL DESIGNER Chesapeake VA

•eLearning Project Manager: Led cross-functional creative and content teams for production of CBTs, online training, manager-in-training program, video production, and product promotion. Supervised designers, videographers, photographers, and voice narrators.

•Sr. Instructional System Developer: Employed ADDIE Model to develop comprehensive training deliverables including SOPs, Job Aids, Manuals, Quick Reference Guides, Fact Sheets, etc. Wrote storyboards. Hosted train-the-trainers.

•Internal Change Management Consultant: Developed corporate communication initiatives to increase companywide knowledge and engagement of technological and human resource initiatives. Met with business owners, subject matter experts, developers, and trainers to conceptualize interventions. Implemented internal marketing strategies.

•Corporate Communication Lead: Published quarterly newsletter for 50,000+ associates. Interviewed executive, management, salaried, and hourly employees. Wrote articles, developed layout, took pictures, and designed assets.

•SKILLS: Captivate, Articulate 360, Adobe InDesign and Illustrator, Leadership, UX Research, Training, ISD

EDUCATION

Foundations of UX Design

Google UX Design Professional

Ph.D. Organizational Leadership

Regent University

M.S. Communication

Cornell University

B.A. Communication Studies

University of Virginia

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