User interviews, usability testing, ethnographic studies, developing user needs and stories, working as part of an agile team, competitor analysis, card sorting, interactive prototyping, wireframes , site maps, personas, analytics, presenting research findings.
As an user researcher, I have:
User Researcher | Department for Work and Pensions (DWP) | Permanent role | May 2018 – Current
I am currently a user researcher at the Department for Work and Pension on a project looking at the Pension age Benefit ‘Pension Credit’, we are working to increase awareness and make the process of applying easier.
User Researcher | Her Majesty’s Revenue and Customs (HMRC) | Contact role | February 2018 – May 2018
I was the lead researcher on a new government service at HMRC allowing Pension Scheme Administrators to check a member’s residency status. I was the researcher on this service from ‘Alpha’ to ‘Public Beta.”
User Experience Researcher | Virgin Money bank | Contract role | August 2017 – January 2018
I was a user researcher at Virgin Money working with the Savings scrum team to identify user’s saving behaviours and understanding how a company can encourage brand loyality.
User Experience Researcher | NHS Business Services Authority | Permanent role | August 2016 – August 2017
I was the lead user researcher on 3 ‘NHS Pension Digitisation’ projects whilst at NHS Business Services Authority, I took the projects through a GDS assessment.
User Experience Designer / User Researcher | Orange Bus (Design agency) | | Permanent role | April 2015 – August 2016
For more of my time at Orange Bus I was contracted out to the Skills Funding Agency (National Career Service). The aim of my research was to identify what people need from a career service, this including research with vulnerable users.
Application Designer | The App Chaps | April 2014 – April 2015
I was the sole designer (UI / UX) at the agency , while at ‘The App Chaps’ I designed 8 web /mobile
applications, with the team we joined a business accelerator programme with our own application idea (DroneLab).
Tony White , Project manager on the NHS Digitisation project:
“I recently worked with Emma on NHS BSA Pensions Digitisation programme and found her to be professional User Researcher and a pleasure to be around.
Emma was able to take on the Lean UX approach we employed within Pensions Digitisation without problem, as she has a natural alignment to Agile delivery using Hypothesis Driven Development. She is able to employ both quantitative and qualitative user research techniques to understanding the impact of service design on the audience, using user centred design approach.
As a User Researcher she has acquired a level caring and curiosity with users and their lives that comes across as deeply empathetic. Having supported Emma as a scribe in a number of ethnographic/contextual and usability sessions I gained real appreciation of her abilities as a researcher and the skill required to be a good researcher which Emma exemplifies.
Emma also shown high degree professionalism around development of a user research plan, ensuring user researcher activities support all audience segments and assisted digital needs. She used techniques such as affinity sorting to identify patterns and insight from the data collected during research sessions.
Emma supported the programme through a number of successful GDS Alpha assessments, ensuring user research tasks and expectations such as development of personas were completed. She also maintained the research plan and ensured all her research insights were captured to inform and provide empirical evidence around identified user needs.
I would welcome the opportunity to work with Emma again someday and wish her the very best for the future.”
Helen Cassidy , User research manager at Skills funding Agency:
Emma is a talented researcher and designer. Emma has a particular talent in establishing user needs and translating these into her wireframes and prototypes. Her enthusiasm is infectious and she is an utter delight to have in the team. I’ve never worked with someone who is so able to break down barriers – disarming even the strongest of cynics. I would thoroughly recommend Emma as an asset to any digital team.