Zero-to-one user research
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Role
UX Researcher
May, 2017 - Oct, 2017
Skills used
Design Thinking
Market Research
Product Strategy
Stakeholder Management
User Research
Setting up a zero-to-one ResearchOps
NetX360+, Pershing’s flagship product for broker-dealers and investment advisors, suffered from disconnected workflows and inconsistent UX, reducing user adoption. This project focused on establishing structured user research to modernize the platform.
My Contributions
As lead, I transformed informal feedback methods into a structured research program. I redefined user journeys, optimized UX, and aligned the platform with modern standards, bringing cohesion to the user experience.
Outcomes
The introduction of structured ResearchOps drove a 12-point increase in CXi score and established a research-driven approach to continual platform improvements.
Related job
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BNY Mellon | Pershing
· Oct, 2016 - Oct, 2019
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