BECU

BECU, formerly known as Boeing Employee Credit Union, is the 4th largest credit union in the United States, and the largest community-based credit union in the country.
I conduct foundational research helping to inform and provide strategy and direction for major product initiatives like credit card, support strategy and business online banking.

Principal UX Researcher

UX Research and Strategy Group

UX Research and Strategy is a registered 501c3 organization devoted to teaching and exploring topics related to User Experience Research and Strategy. UXRS was created by three very talented ladies, who saw the need to address the gap in these topics in the local UX community. The hope for this group is to enrich and complement the UX design community through knowledge sharing, networking and community. Started in Dallas Texas, UXRS exploded with a global reach within a few years. The group continues to expand its UXRS community reach in countries around the world. 

Skills
Determined there was a need in the UX community to create a space for meetups and education around UX research and strategy. 
Create all social media assets and campaigns from planning to writing to designing the posts.
My leadership role (as president and co-founder) of this non-profit organization entails organizing monthly events, creating a social media approach, and leading the group's vision, growth and strategy.

Tools
Figma • Google Suite • Zoom • Trello • Mural • Adobe tools like Photoshop, InDesign and Illustrator

Outcomes
As president, I have expanded the board of directors and committee members from 3 to 12 people, with the volunteer base is still growing.
Growing the group to over 75,000 followers on LinkedIn in just over 4 years. (That's more than many companies!)
Growing all social media channels from zero to thousands of followers in just over 4 years.
Planning and leading high-quality events and speakers, every month, for hundreds of attendees around the world.
Iterating on the group's mission, vision and strategy as the group grows from local to global, and from hundreds to tens of thousands of community members and followers.

Co-founder and board leader for one of the largest UX groups in the world

Interaction Design Foundation (IxDF)

Provide guidance, advice and mentorship to students going through user experience research bootcamp and courses.

Education Mentor

Design Leadership Forum

The Design Leadership Forum's mission is to advance the practice of design leadership by fostering a community where the world’s best can learn from one another.

Member, Design Leadership Forum by InVision

Rocket Companies

Lead researcher for Rocket Mortgage, previously Quicken Loans through acquisition of Truebill. 
Conducting qualitative foundational user research to define strategy and inform product roadmaps.

Skills
Mentoring UX designers and researchers on methodologies, career opportunities and skills development.
Informing the mortgage business of user’s mental models on broad financial topics.
Connecting business units through insights to align on strategies.
Validating design concepts through concept and usability tests.
Conducting workshops to build empathy and understand each other across newly-formed teams.
One-one-interviews with professionals in B2B business-to-business space to understand their working environment, actions and pain points when interacting with our products.
Product-aligned research, ranging from discovery to generative to validation.

Tools
Microsoft apps • Usertesting • Slack • Lucid • Qualtrics • Airtable • Condens • Figma • Miro

Outcomes
Shared financially-focused discovery research that was used to inform strategy and road maps after the company acquired Truebill, a financial management app with a new user base.
Created a mental model diagram to help map an understanding of our professional user’s thoughts and actions through originating a loan.
Created a journey maps, service blue print style, outlining steps in our loan origination process, highlighting user pain points, employee interactions and opportunities to improve the process at every step. 
Visually summarized participant interviews, creating easy access for the designers to understand our users pain points, goals and expectations.
Participated in a pilot program to help cross-functional teams work together in a rapid format to produce results and designs in a 2-week sprint. This pilot is being rolled out to other teams for quick ideation and moving projects forward.  
Released a survey that had an astonishing 17% response rate, thus providing more data points to make product decisions.

Staff UX Researcher

Fidelity Investments

Led several research efforts to determine strategy and road map for company’s Digital Workplace strategy.

Principal User Experience Designer and Researcher

As a Lead UX Designer and Researcher, I worked on internal products spanning several business units. My focus was primarily internal websites and applications used by employees. 

I oversaw the strategy, research and interface design for Fidelity's "internal UX agency." My process included advising stakeholders through the complete design process of a project from defining the scope, strategy, research and UX design for websites and apps. I displayed a deep understanding of people using enterprise software and internal tools.

Skills
Conducted 40+ interviews, totally over 100 hours, to understand how employees use internal and enterprise tools for the Digital Workplace team.
Conducted research using a mixed methods approach to understand digital whiteboard use. This included contextual inquiry, one-on-one interviews, usability tests and a quantitative (Jobs to be done like) survey.
Shared my research on digital whiteboards with Microsoft’s team. This info helped inform their roadmap and whiteboard feature prioritization. 
Became the Jobs To Be Done in-house expert on research theory and practice. 
Conducted accessibility research with blind users to inform our team how our products are used by people who use screen readers and other assisted technology.
Researched and created the information architecture and taxonomy for websites and apps.
Led co-creation sessions with users to refine copy and design.
Mentored UX designers and taught them about several methods including card sorts, interviews, concept tests, survey design, competitive analysis, heuristic evaluation and usability tests. 
Worked with other departments like Security, Technology and Human Resources to research and design products, services and solutions. 
UX deliverables: task analysis, user stories, research analysis, personas, user flows, sketches, wireframes, design system, high-res mockups.

Tools
Microsoft apps • Zoom • Mural • Optimal Workshop • Figma  • Sketch • Invision • Jira • Qualtrics

Senior Experience Designer and Researcher

IxDA

Organized Meetups and events to bring the local interaction design community together to network, learn from each other and expand expertise.

IXDA Local Chapter Leader

Rackspace

As a Lead UX Designer, I worked with a cross-functional team of Product Managers, Researchers and UX Designers. I oversaw the strategy, experience design and functionality of User and Account Management (User Settings and Profile). This aspect of Rackspace's portal is used by thousands of customers and employees every day. 

• Led a team of designers, guiding them through and implementing a UX Process and helping them make strong design decisions
• Proposed UX strategies and developed a plan to execute steps in that strategy 
• Mentored junior UX designers and assisted them through their projects and career development
• Acted as the team's scrum coach through the agile process of software development and design 
• Proposed a UX Process to be implemented by the UX Designers, Researchers and Information Development writers. This high-profile UX Process was created in collaboration with other Researchers and UX Designers based on research, workshops, iterative feedback and design 
• Led workshops and meetings to keep remote team members aligned, engaged and designing to their full potential

UX deliverables: use cases, designed research-ready assets, user stories, design strategy, sketches, wireframes and high-resolution mockups with tools like Mural.ly, Sketch and Invision

Lead UX Designer

Capital One

At Capital One, I conducted research, analyzed information and provided context for key design recommendations. I used a variety of research methods to improve digital and non-digital channels for this major financial corporation. They products I focused on were Auto Navigator, and internal servicing tools used by employees for home and auto loans.

• Performed qualitative research by conducting contextual and exploratory interviews, card sorts for taxonomy, usability testing and concept reviews
• Conducted usability testing in a variety of settings including in the lab, remotely and unmoderated 
• Researched, developed and designed personas for consumer arm of lending business.
• Affinitized and synthesized data to build deliverables like charts and reports to convey insights to business partners 
• Advised teams and fascilitated workshops for research methods including Service Design Blueprints

Research methods: contextual inquiry, card sorts for taxonomy, usability tests, ethnographic observation, concept testing and in-person interviews

Experience Design Researcher

Masergy

Acting as the “UX Team of One,” I introduced qualitative user research methods for the managed security branch of the company. I conducted research directly with users who work on the software and made informed design decisions to improve software and understand the user's workflow. 

• Engaged with and interviewed customers to build better products and improve the Customer Experience (CX)
• Accumulated stakeholders’ and subject matter experts' feedback and use that information to drive research, roadmaps and projects  
• Collaborated with a cross-functional team of developers, engineers, business analysts and security analysts to create intuitive designs

UX deliverables: user flows, journey maps, sketches, user interviews, surveys, questionnaires, research analysis and findings, wireframes and mockups using tools like InDesign and Sketch

Senior UX Designer and Researcher

Lead UX Researcher, whose talents span from leadership, strategy, research, sketches, wireframes, high-resolution mockups to design. My user-centered design approach starts with empathy, is built on a foundation of research, and helps teams define product strategy.

• UX Community leader, co-founding the UX Research and Strategy group.
• Speaker at international UX conferences and meetups across the country and universities.

Portfolio:
► www.jenniferblatzdesign.com
► https://dribbble.com/jnblatz 
► https://twitter.com/jnblatz

My primary focus is the user – aligning business goals with user needs is just gravy.

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