Worked in the video game industry with Joystick Ventures: Developed and recommended effective research strategies for three different indie video games. Identified and coordinated with specialized video game research providers to conduct the studies. Delivered expert knowledge and guidance to enhance the player experience across projects.

Focused on family relocation while maintaining engagement with UX research practice through professional development, portfolio refinement, and industry involvement.

Led user research projects across finance, insurance, biotechnology, SaaS, and food and beverage industries, delivering insights that influenced strategic and operational decisions. Facilitated stakeholder workshops and meetings to define research scope and align objectives, driving collaboration and decision-making based on research outcomes. Integrated diverse research methodologies including deep listening, user interviews, surveys, and usability testing to develop cohesive knowledge frameworks supporting business strategy. My clients include: American Express, BBVA, Neivor, and design agencies that needed extra support.

Designed service blueprints for key stages of a new financial product, aligning with strategic company objectives. Developed information architecture for the public web presence, enhancing user navigation and clarity. Facilitated design thinking workshops to promote internal understanding and drive adoption of new internal processes.

Led and supported user interviews to gather detailed insights into patient needs and service challenges in the healthcare domain. Analyzed qualitative data and observations to identify key pain points and opportunities for service improvement. Developed user-centered design strategies and processes grounded in research findings to enhance healthcare service experiences.

Formed and led a new Consumer Experience team integrating eCommerce visual merchandising, UX optimization, and consumer delivery functions. Optimized product communication and wayfinding to enhance user understanding and navigation. Developed and implemented visual merchandising processes and key performance indicators to measure effectiveness. Reduced overworking hours by 12% through workload optimization, improving team efficiency and work-life balance.

Directed strategic business management for adidas.mx and reebok.mx eCommerce websites, driving launch and sustained growth over 4 years. Implemented consumer-centric service approaches, enhancing user experience and engagement. Led customer research initiatives to understand ecommerce behaviors and service breakdowns, informing UX improvements and content strategy across adidas.mx and reebok.mx platforms. Worked with international teams distributed along Latin-America and Europe.

Problem Space Research

Indi Young

2020