Resume
Susan L Austin
I love learning from users. Whether B2B or B2C, my research findings enable product teams to better understand their users, the context of their work, their behaviors, needs, and goals.
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I translate those discoveries into actionable recommendations that help product teams create amazing products.
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I often use multiple approaches in a single study, combining insights from qualitative methodologies with quantitative measurements and data, and triangulating with secondary research and sources. This provides a holistic perspective leading to a robust set of findings and recommendations.
Work
Experience
2023 - 2024
FedEx Dataworks
Research on B2B products in development or newly developed. Projects span from usability validation to strategic future-thinking discovery. Translate research insights into customer stories that help shape the product design and product roadmap.
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Created a Voice of the Customer program, including an intake process to capture, categorize and present the Customer feedback for four different products. This included Qualtrics surveys to collect feedback across the customer journey (purchase and integration, setup, initial use, ongoing use, support and pricing) and qualitative discussion guides for CX managers to use during customer touchpoints.
2022 - 2023
TrueML
Research on internal systems and consumer-facing apps at this Series C FinTech. I supported TrueAccord, a TrueML company.
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As the only researcher, I worked with a team of designers, product managers, developers and content creators to formulate and execute all aspects of research. This has included studies on customer attitudes, new product ideas, content assessment, usability testing, and competitive analysis.
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Findings drove product strategy, improved designs, and informed UX content. One study drove changes in the companies overal social media strategy.
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Used varying research techniques depending on the goals of the study, timeline and resources available -- moderated and unmoderated usability, attitudinal interviews, contextual inquiries, in-app surveys, preference testing. Created prototypes for research (Figma).
2021
Telmai
Foundational research during the early stages of this ML/AI driven data observability startup (Y-Combinator 2021).
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Conducted interviews with data and marketing professionals to understand the customer journey, personas (buyer and user), and barriers to use. Insights influenced the strategic direction of the company.
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Led design reviews to push UI development to a more user-centric approach.
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The due diligence of my research helped Telmai secure $2.8m in seed funding.
2019 - 2020
Robert Half
Research for both B2B and B2C.
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Defined objectives and methods, planned and executed all phases of research, analyzed qualitative and quantitative data, presented findings and recommendations.
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Projects included research on the internal Salesforce CRM redesign, consumer-facing website, and time-reporting system.
2013 - 2019
OpenText
Qualitative and quantitative research at this leading enterprise software company.
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Performed all research activities for a varied portfolio of complex enterprise software products.
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Determined appropriate research techniques based on goals, budgets, access to users, time constraints, and product maturity.
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Mentored peers, UX designers, and new researchers.
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Influenced strategic roadmaps through research.
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Products represented a cross-section of verticals including life sciences, energy and engineering, digital asset management, archiving and retention, as well as horizontal enterprise content management and workflow products.
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Moderated and unmoderated usability studies, screener development and recruitment, attitudinal interviews, card sorting, persona development, longitudinal studies, remote contextual inquiry, design workshops, prototype creation (inVision). I developed a methodology for measuring visual appeal of interfaces still standard in the company today.
2000 - 2013
Enterprise Integration Group
Voice user interface design and usability.
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Lead consultant working with a variety of Fortune 100 clients across industries including banking and financial services, telecommunications, utilities, and healthcare.
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Voice user interface design, usability studies, focus groups, survey creation, persona development, cost/benefit analysis.
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Led design workshops with clients to align on project goals, user and business requirements, overall scope.
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Working in consulting necessitated that I quickly integrate myself into diverse teams to understand their product and goals, lead the design and research effort, and present compelling analysis and recommendations to key stakeholders.
Prior to 2000
AT&T
Finance Director
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Managed teams responsible for over $1 billion capital program, expense (non-depreciation) and force budgets, and operational results.
Skills & Tools
Research methodologies
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Usability testing, in-person and remote, moderated and unmoderated
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Attitudinal interviews
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Focus group discussions
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Contextual inquiry, in-person and remote
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Longitudinal studies
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Heuristic evaluations
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Survey creation and analysis
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Card sorting and Tree testing
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Personas
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Screener development and recruiting
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Wizard of Oz testing
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Prototype development (Figma)
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Toolkit
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Survey Monkey
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JotForm
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UserTesting.com
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Qualtrics
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Hotjar
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VWO insights
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Optimal workshop
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UsabilityHub
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Miro
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Mural
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Calendly
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Jira and Confluence
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Slack
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Figma
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MS Office & Google Workspace apps
Education
Smith College | BA
Double major
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Mathematics
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Government