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Toast To Your Success
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Vanessa K Verdugo
UX Researcher
·
Making Moves
Remote
My background is in conducting UX research to drive user-centered service design and customer experiences. For the past 6 years, I have specialized in supporting leadership to leverage qual and quant client data to improve company retention.
🥳 Designer
1
2
As someone who can balance UX research and product management, Vanessa is a gem whose superpowers are her innate curiosity and problem framing/solving skills. She’s a lateral thinker who strategically thinks about user needs and business goals in equal measure. Her flexible contextual, and meticulous approach to UX research merged with her communication, collaboration and technical skills; and experience make Vanessa an asset to any team looking to solve problems and create value at any stage.
Experience
I
In The Lab
Remote
·
3 months
UX Researcher / PM Apprentice
January 2023 — April 2023
About the role
· Led a cross-functional team of software engineers and analysts to define an end-to-end research strategy for a mobile website build.
· Conducted a competitor analysis, literature reviews, and six in-depth interviews with U.S. end-users to prioritize customer pain points and potential interventions.
· Aligned the research findings with organizational OKRs to shape the product roadmap based on the team’s intended impact.
· Segmented users, built personas, and mapped user stories to define key product goals and build with user priorities in mind.
· Created prototypes in Figma and conducted internal concept testing with stakeholders to refine the website for further research.
· Facilitated two usability testing phases with users and refined design for development.
· Socialized insights and recommendations for the MVP release within what was feasible due to tooling and team capacity.
· Launched an unmoderated open card sort to build the website search filter tool according to user preferences.
Y
Yervana
Remote
·
1 month
Volunteer Lead UX Researcher
October 2022 — November 2022
About the role
· Led efforts across a 6-week project with B2C marketplace, Yervana, to mitigate high bounce rate on search and reached stakeholder consensus for an internal search audit to improve ease of use on mobile search.
· Created a holistic view of the user problem, utilizing qualitative methods and data triangulation of behavior analytics and CX inquiries to make recommendations.
R
Relocity
Remote
·
1 year
Consultant, Relocation Experience
January 2022 — January 2023
About the role
· Built rapport with over 100 clients to identify relocation needs and objectives; developed customized plans for concurrent relocations resulting in solely 5-star reviews from clients and $180K in revenue over one year.
· Standardized protocols for providing services according to unique client characteristics, goals, and journeys across multiple user segments, driving efficiency to increase service level.
· Identified a gap in service delivery and created internal solutions to mitigate premature drop-off rates and increase client retention by 10%.
· Utilized a service design framework to identify pain points along users’ relocation journeys and built tailored solutions to provide an optimal end-to-end experience.
· Increased the ratio of billable hours by 50% half over half, resulting in higher ROI delivered to each client.
· Conducted stakeholder interviews to provide strategic support for each user segment and socialized insights with internal teams to improve processes org-wide.
· Co-designed and deployed customized maps for a client-facing concierge mobile application, accelerating clients' home search and settling-in process.
S
simplevenue
NY
·
2 years, 8 months
Director of Customer Experience
July 2017 — March 2020
About the role
· Implemented a weekly analysis system to understand and leverage customer feedback, driving a consistent guest experience at 10 restaurants nationwide.
· Collaborated with marketing lead to improve content strategy and information architecture on the company website based on user feedback.
· Scaled customer service capacity to accommodate 20K+ customers by establishing an additional overseas events team, reducing department costs by $41K year over year.
· Procured a digital communications tool, established company-wide protocols, and led internal communications for 100+ staff members resulting in improved workflows and increased staff retention.
· Built a remote customer experience team of four, increasing the capacity of daily high-volume reservation and support inquiries, reducing no-show costs, and expanding feedback analysis approaches.
· Leveraged a CRM to expand access of the internal database to marketing and operations.
· Captured daily feedback across 10 restaurants, synthesized feedback alongside quantitative data, and socialized insights and recommendations to leadership weekly.
· Identified trends across interactions with various user segments and standardized protocols according to learnings, informing the design of all subsequent restaurant launches and promotions.
Previous roles included: Manager, Assistant, Intern
SEE ALL EXPERIENCES (4)
Education
Q
Queens College
Bachelors
·
Anthropology
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