My Resume


•  Lead User Researcher on 8 services (public and private sector)

•  Formal User Research assessor for government digital services

•  Manage and mentor other User Researchers

•  Conduct research in all design phases – Discovery, Alpha, Private Beta and Live

•  Presented research at UX conferences

•  Awarded NN/g UX Certification

•  Awarded best undergraduate student in ‘Communication Design’.

•  Received a BA First-Class Honours degree in ‘Interaction Design’ 

•  One of the few students to receive 100% for my final degree project

Skill and Capabilities

Strategic research planning. Facilitating qualitative, quantitative and mixed method research. Articulating user needs. Working within agile multidisciplinary teams. Advocating for User Centered Design. Building user empathy with teams and stakeholders. Presenting research findings in an engaging and creative way. Involving teams and stakeholders in every part of the research. Measuring the impact of user research.


As a UX researcher my responsibilities have included:

•  Helping teams understand who their users are, identify their needs, goals and motivations to inform service design  

•  Working with teams to draw out assumptions and turn these into research questions and hypotheses

•  Selecting the most effective methodologies to answer research questions

•  Conducting both qualitative and quantitative research (primarily qualitative)

•  Presenting actionable findings in engaging ways to various stakeholders 

•  Promoting the value of research and User Centered Design in an organization 

•  Measuring UX service and design changes

Employment History

Senior User Researcher | Department for Work and Pensions (DWP)  | Permanent | February 2021 – Present

I lead on the User Research to inform strategic decisions within ‘Retirement Services’. My research informs what a user’s journey planning for retirement and in retirement should look like. I work with stakeholders to align user needs with long term business goals. I am also responsible for mentoring and managing user researchers in my area, this involves upskilling and ensuring correct research practices are followed.

User Researcher | Department for Work and Pensions (DWP)  | Permanent | May 2018 –  February 2021

I was responsible for leading the research on the ‘Pension Credit’ service as well as formally assessing the research of other DWP teams and government departments to ensure they are designing services in the right way to meet user needs.

User Researcher | Her Majesty’s Revenue and Customs (HMRC)  |  Contract | 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 | August 2017 – January 2018

At Virgin Money I worked with scrum teams to identify user’s saving behaviours and to understand how a company can encourage brand loyalty. User research was a new role to Virgin Money so a big part of my role was helping stakeholders understand the value of qualitative research. 

User Experience Researcher | NHS Business Services Authority | Permanent | August 2016 – August 2017

I was the lead user researcher on 3 ‘NHS Pension Digitisation’ projects whilst at NHS Business Services Authority. 

User Experience Designer / User Researcher  | Capita | Permanent  | April 2015 – August 2016

For most of my time at Capita (Previously Orange Bus) I was contracted out to the Skills Funding Agency responsible for the National Career Service. The aim of my research was to identify what people need from a career service and to inform the design. 

Application Designer | The App Chaps / Drone Labs | April 2014 – April 2015

I was the sole designer at a small agency, while at ‘The App Chaps’ I designed 8 web and mobile applications. With the team we joined a business accelerator programme with our own startup application idea.


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 a 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 a 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.