Experience, education and skills

Download my CV (pdf)

Experience, education and skills

Download my CV (pdf)

Experience, education and skills

Download my CV (pdf)

Summary

Experienced and results-driven Senior Researcher with a proven track record of shaping strategies and processes to identify opportunities for innovative systems. Skilled in managing stakeholders, driving impact, and fostering collaborative environments.

Summary

Experienced and results-driven Senior Researcher with a proven track record of shaping strategies and processes to identify opportunities for innovative systems. Skilled in managing stakeholders, driving impact, and fostering collaborative environments.

Summary

Experienced and results-driven Senior Researcher with a proven track record of shaping strategies and processes to identify opportunities for innovative systems. Skilled in managing stakeholders, driving impact, and fostering collaborative environments.

Experience

Senior User Researcher, BT Group

Apr 2024 - Now

  • Direct research on a colossal ecosystem of governance to identify sensitive corporate challenges and employee needs, prioritising MVP requirements for a 6-year initiative to automate and streamline multi-layered workflows

    ✔ Drove behavioural change across security, legal, finance, and architect communities

    ✔ Supervised the implementation of recommendations that increased adoption (519%), satisfaction (61%), and time to delivery (77% time / cycles), projected to cut £6m in costs


    • Shape research strategy, integrating formative and summative methods (contextual inquiries, interviews, co-creation, usability tests, large-scale surveys) into agile development, synthesising and presenting critical insights

    ✔ Influenced a £23m portfolio of significant compliance and assurance, wellbeing, procurement, IT, and HR platforms


  • Champion the diagnosis and resolution of 20+ critical accessibility violations in enterprise software (SAP and Microsoft solutions)

    ✔ Improve colleague productivity, enhancing equity and inclusion, and mitigating the risk of lawsuits

  • Mentor juniors and conduct team- and organisation-wide workshops

    ✔ Facilitate cross-functional team collaboration, align diverse stakeholders, and foster a culture of continuous discovery, design thinking, and evidenced road-mapping

Experience

Senior User Researcher, BT Group

Apr 2024 - Now

  • Craft user research process and playbook for the development of highly complex and powerful motion capture system software for life sciences, entertainment and engineering industries

    🚩 Created a comprehensive research repository that facilitated planning, execution and dissemination

  • Mentor juniors and conduct team- and organisation-wide workshops

    ✔ Facilitate cross-functional team collaboration, align diverse stakeholders, and foster a culture of continuous discovery, design thinking, and evidenced road-mapping

Experience

Senior User Researcher, BT Group

Apr 2024 - Now

  • Direct research on a colossal ecosystem of governance to identify sensitive corporate challenges and employee needs, prioritising MVP requirements for a 6-year initiative to automate and streamline multi-layered workflows

    ✔ Drove behavioural change across security, legal, finance, and architect communities

    ✔ Supervised the implementation of recommendations that increased adoption (519%), satisfaction (61%), and time to delivery (77% time / cycles), projected to cut £6m in costs


    • Shape research strategy, integrating formative and summative methods (contextual inquiries, interviews, co-creation, usability tests, large-scale surveys) into agile development, synthesising and presenting critical insights

    ✔ Influenced a £23m portfolio of significant compliance and assurance, wellbeing, procurement, IT, and HR platforms


  • Champion the diagnosis and resolution of 20+ critical accessibility violations in enterprise software (SAP and Microsoft solutions)

    ✔ Improve colleague productivity, enhancing equity and inclusion, and mitigating the risk of lawsuits

  • Mentor juniors and conduct team- and organisation-wide workshops

    ✔ Facilitate cross-functional team collaboration, align diverse stakeholders, and foster a culture of continuous discovery, design thinking, and evidenced road-mapping

Senior UX Researcher, Askable

May 2025 - Now (freelance)

  • Lead, scope, and execute continuous discovery for Global Relay to understand customer segments and test existing product message houses with ICP in highly-regulated industries (e.g., financial services)

    ✔ Uncovering effective insights that refined benefit statements and value propositions, arming sales, sales enablement, and marketing to support customer acquisition and retention strategies

  • Conducted discovery research for British Airways on the Feedback & Claims Portal to understand evolving customer expectations and explore opportunities for deeper integration with accounts, CRM systems, and automation/AI enhancements.

    ✔ Communicate compelling insights that kicked off service, journey and interface design proposals to improve success, trust, and engagement

    ✔ Supported company KPIs around customer satisfaction (CSAT), operational efficiency, and reducing handling / cost of sale

Senior UX Researcher, Askable

May 2025 - Now (freelance)

  • Craft user research process and playbook for the development of highly complex and powerful motion capture system software for life sciences, entertainment and engineering industries

    🚩 Created a comprehensive research repository that facilitated planning, execution and dissemination

  • Conducted discovery research for British Airways on the Feedback & Claims Portal to understand evolving customer expectations and explore opportunities for deeper integration with accounts, CRM systems, and automation/AI enhancements.

    ✔ Communicate compelling insights that kicked off service, journey and interface design proposals to improve success, trust, and engagement

    ✔ Supported company KPIs around customer satisfaction (CSAT), operational efficiency, and reducing handling / cost of sale

Senior UX Researcher, Askable

May 2025 - Now (freelance)

  • Lead, scope, and execute continuous discovery for Global Relay to understand customer segments and test existing product message houses with ICP in highly-regulated industries (e.g., financial services)

    ✔ Uncovering effective insights that refined benefit statements and value propositions, arming sales, sales enablement, and marketing to support customer acquisition and retention strategies

  • Conducted discovery research for British Airways on the Feedback & Claims Portal to understand evolving customer expectations and explore opportunities for deeper integration with accounts, CRM systems, and automation/AI enhancements.

    ✔ Communicate compelling insights that kicked off service, journey and interface design proposals to improve success, trust, and engagement

    ✔ Supported company KPIs around customer satisfaction (CSAT), operational efficiency, and reducing handling / cost of sale

Experience

UX Specialist, City University of London

Jul 2023 - Now (part-time)

  • Migrate and re-design City Access - Resources For Aphasia (CARA) website by sitemaps, wireframes, and user testing to enable seamless experience

    ✔ Enabled successful application for further funding to expand on current City University microsite features and functions to increase the potential range of implementations and commercial opportunities

  • Re-design digital training, therapy packages, and assessment / self-diagnosis resources on Qualtrics for implementation via APIs, for clinicians and researchers to easily work with people with aphasia

    ✔ Overcame technical difficulties in survey design, data collection and visualisation, and privacy to translate academic materials into therapy resources and tools of high impacts for wider deployment

Experience

UX Specialist, City University of London

Jul 2023 - Now (part-time)

  • Craft user research process and playbook for the development of highly complex and powerful motion capture system software for life sciences, entertainment and engineering industries

    🚩 Created a comprehensive research repository that facilitated planning, execution and dissemination

  • Re-design digital training, therapy packages, and assessment / self-diagnosis resources on Qualtrics for implementation via APIs, for clinicians and researchers to easily work with people with aphasia

    ✔ Overcame technical difficulties in survey design, data collection and visualisation, and privacy to translate academic materials into therapy resources and tools of high impacts for wider deployment

Experience

UX Specialist, City University of London

Jul 2023 - Now (part-time)

  • Migrate and re-design City Access - Resources For Aphasia (CARA) website by sitemaps, wireframes, and user testing to enable seamless experience

    ✔ Enabled successful application for further funding to expand on current City University microsite features and functions to increase the potential range of implementations and commercial opportunities

  • Re-design digital training, therapy packages, and assessment / self-diagnosis resources on Qualtrics for implementation via APIs, for clinicians and researchers to easily work with people with aphasia

    ✔ Overcame technical difficulties in survey design, data collection and visualisation, and privacy to translate academic materials into therapy resources and tools of high impacts for wider deployment

UX Researcher, Vicon Motion Systems Ltd

Oct 2023 - Jan 2024

  • Led end-to-end research projects: framing intricate problems, creating roadmaps, prioritising requests, leveraging effective methods

    ✔ Revealed market opportunities for highly complex SaaS motion capture products for healthcare, life sciences, entertainment and engineering applications

    ✔ Established research processes and a repository of evolvable artefacts (powerpoint reports; Miro templates; Excel analysis sheets), facilitating study planning, execution, analysis and communication of findings

    ✔ Optimised resources from Devs, Product and Customer Support teams to gather and triangulate data/sources/perspectives at scale, informing solutions

    ✔ Ensured ongoing engagement of stakeholders, who actively reference research team's findings to discuss and tackle issues

  • Defined metrics that contributed to more successful, efficient, and assured clinical and technician journeys in key features of powerful optical and markerless tracking offerings for VFX, virtual production and autonomous drones

    ✔ Uncovered issues to improve features and functionalities of Nexus (clinical gait analysis, sports science & biomechanics research) and Shogun (virtual production & VFX)

    ✔ Unearthed design and development potential to build an industry-revolutionising offering (NDA)

    ✔ Enabled handling savings estimated at £28,000 per customer

  • Deliver engaging oral, written and visual presentations of collated research findings to spark stakeholder interests and actions at all stages of product development

    ✔ Mobilised colleagues, partners and customers to engage in research efforts, significantly improving collaboration and clarity in the company’s UX landscape by well-communicated initiatives

UX Researcher, Vicon Motion Systems Ltd

Oct 2023 - Jan 2024

  • Craft user research process and playbook for the development of highly complex and powerful motion capture system software for life sciences, entertainment and engineering industries

    🚩 Created a comprehensive research repository that facilitated planning, execution and dissemination

  • Defined metrics that contributed to more successful, efficient, and assured clinical and technician journeys in key features of powerful optical and markerless tracking offerings for VFX, virtual production and autonomous drones

    ✔ Uncovered issues to improve features and functionalities of Nexus (clinical gait analysis, sports science & biomechanics research) and Shogun (virtual production & VFX)

    ✔ Unearthed design and development potential to build an industry-revolutionising offering (NDA)

    ✔ Enabled handling savings estimated at £28,000 per customer

  • Deliver engaging oral, written and visual presentations of collated research findings to spark stakeholder interests and actions at all stages of product development

    ✔ Mobilised colleagues, partners and customers to engage in research efforts, significantly improving collaboration and clarity in the company’s UX landscape by well-communicated initiatives

UX Researcher, Vicon Motion Systems Ltd

Oct 2023 - Jan 2024

  • Led end-to-end research projects: framing intricate problems, creating roadmaps, prioritising requests, leveraging effective methods

    ✔ Revealed market opportunities for highly complex SaaS motion capture products for healthcare, life sciences, entertainment and engineering applications

    ✔ Established research processes and a repository of evolvable artefacts (powerpoint reports; Miro templates; Excel analysis sheets), facilitating study planning, execution, analysis and communication of findings

    ✔ Optimised resources from Devs, Product and Customer Support teams to gather and triangulate data/sources/perspectives at scale, informing solutions

    ✔ Ensured ongoing engagement of stakeholders, who actively reference research team's findings to discuss and tackle issues

  • Defined metrics that contributed to more successful, efficient, and assured clinical and technician journeys in key features of powerful optical and markerless tracking offerings for VFX, virtual production and autonomous drones

    ✔ Uncovered issues to improve features and functionalities of Nexus (clinical gait analysis, sports science & biomechanics research) and Shogun (virtual production & VFX)

    ✔ Unearthed design and development potential to build an industry-revolutionising offering (NDA)

    ✔ Enabled handling savings estimated at £28,000 per customer

  • Deliver engaging oral, written and visual presentations of collated research findings to spark stakeholder interests and actions at all stages of product development

    ✔ Mobilised colleagues, partners and customers to engage in research efforts, significantly improving collaboration and clarity in the company’s UX landscape by well-communicated initiatives

Cofounder & Lead User Researcher, Knewtopia

Oct 2020 - Oct 2023

  • Oversee entire product development lifecycle of Know+, an EdTech platform ft. original film productions

    ✔ Led Discovery research to understand target users and markets; effectively explore, define and scope problems; capture requirements; and to develop strategy

  • Create artefacts to support fast, effective iterations in conceptual design

    ✔ Informed critical business decisions and ideation based on solid data

  • Conduct user research and testing; perform audits on prototypes against a range of measures

    ✔ Identified issues, pain points and opportunities, compiling reports to prioritise impactful changes in a UCD process

  • Manage research team, maintain stakeholder relationships, and coordinate design, content, engineer, production teams as well as business partners across the UK, US and China, setting KPIs

    ✔ Delivered results in the highly competitive market, with sustaining conversion rates at over 20% & achieving compound growth goals

Cofounder & Lead User Researcher, Knewtopia

Oct 2020 - Oct 2023

  • Craft user research process and playbook for the development of highly complex and powerful motion capture system software for life sciences, entertainment and engineering industries

    🚩 Created a comprehensive research repository that facilitated planning, execution and dissemination

  • Create artefacts to support fast, effective iterations in conceptual design

    ✔ Informed critical business decisions and ideation based on solid data

  • Conduct user research and testing; perform audits on prototypes against a range of measures

    ✔ Identified issues, pain points and opportunities, compiling reports to prioritise impactful changes in a UCD process

  • Manage research team, maintain stakeholder relationships, and coordinate design, content, engineer, production teams as well as business partners across the UK, US and China, setting KPIs

    ✔ Delivered results in the highly competitive market, with sustaining conversion rates at over 20% & achieving compound growth goals

Cofounder & Lead User Researcher, Knewtopia

Oct 2020 - Oct 2023

  • Oversee entire product development lifecycle of Know+, an EdTech platform ft. original film productions

    ✔ Led Discovery research to understand target users and markets; effectively explore, define and scope problems; capture requirements; and to develop strategy

  • Create artefacts to support fast, effective iterations in conceptual design

    ✔ Informed critical business decisions and ideation based on solid data

  • Conduct user research and testing; perform audits on prototypes against a range of measures

    ✔ Identified issues, pain points and opportunities, compiling reports to prioritise impactful changes in a UCD process

  • Manage research team, maintain stakeholder relationships, and coordinate design, content, engineer, production teams as well as business partners across the UK, US and China, setting KPIs

    ✔ Delivered results in the highly competitive market, with sustaining conversion rates at over 20% & achieving compound growth goals

Academic director, Teacher & Educational Consultant

Aug 2017 - Oct 2022

  • Provided training for 60+ companies and institutions in a variety of business, professional, social and cultural contexts; taught 1000+ people, 2500+ hours of customised sessions

    🏢 Organisations:

    CollegePass, India

    APcore, Taiwan

    GlobalEnglish, US

    EDUA group, Czech Republic

    International House, Hungary

    St George Education, China

    Yichang International Schools, China

    ✔ Designed and delivered programmes tailored for clients by analyses of needs, goals, competencies, styles, challenges and and commitment levels

  • Managed an international team of teachers to supervise and run new school branches; developed, implemented and improved SOPs, curricula and assessment tools to track progress

    ✔ Built a strong and proactive department that worked closely with Sales, Marketing and client community, enabling co-design activities to create winning products and services for an expanding school, growing revenues by over 400% within 4 months

Academic director, Teacher & Educational Consultant

Aug 2017 - Oct 2022

  • Craft user research process and playbook for the development of highly complex and powerful motion capture system software for life sciences, entertainment and engineering industries

    🚩 Created a comprehensive research repository that facilitated planning, execution and dissemination

  • Managed an international team of teachers to supervise and run new school branches; developed, implemented and improved SOPs, curricula and assessment tools to track progress

    ✔ Built a strong and proactive department that worked closely with Sales, Marketing and client community, enabling co-design activities to create winning products and services for an expanding school, growing revenues by over 400% within 4 months

Academic director, Teacher & Educational Consultant

Aug 2017 - Oct 2022

  • Provided training for 60+ companies and institutions in a variety of business, professional, social and cultural contexts; taught 1000+ people, 2500+ hours of customised sessions

    🏢 Organisations:

    CollegePass, India

    APcore, Taiwan

    GlobalEnglish, US

    EDUA group, Czech Republic

    International House, Hungary

    St George Education, China

    Yichang International Schools, China

    ✔ Designed and delivered programmes tailored for clients by analyses of needs, goals, competencies, styles, challenges and and commitment levels

  • Managed an international team of teachers to supervise and run new school branches; developed, implemented and improved SOPs, curricula and assessment tools to track progress

    ✔ Built a strong and proactive department that worked closely with Sales, Marketing and client community, enabling co-design activities to create winning products and services for an expanding school, growing revenues by over 400% within 4 months

Education

MSc Human Computer Interaction Design
City, University of London

2022-2023

Distinction.
Winner of Global STEM Leadership Scholarship.

Dissertation:

Cross-Lingual Interaction in Use of Machine Translation Tools in Clinical Settings

MSc Applied Linguistics
University of Oxford

2016-2017

Distinction.
Department of Education and St Cross College Research Awards

Dissertation:

Relationships between linguistic knowledge, self-efficacy and performance, presented at Oxford University conferences

BA Hons (double)

National Taiwan University

2011-2016

First-class Honours.

Double majors: Psychology; Foreign Languages and Literature


Awards:

University Prize for Academic Excellence, Teaching Assistant Awards, Departmental Excellence Scholarships

Education

MSc Human Computer Interaction Design
City, University of London

  • Craft user research process and playbook for the development of highly complex and powerful motion capture system software for life sciences, entertainment and engineering industries

    🚩 Created a comprehensive research repository that facilitated planning, execution and dissemination

Distinction.
Winner of Global STEM Leadership Scholarship.

Dissertation:

Cross-Lingual Interaction in Use of Machine Translation Tools in Clinical Settings

MSc Applied Linguistics
University of Oxford

  • Craft user research process and playbook for the development of highly complex and powerful motion capture system software for life sciences, entertainment and engineering industries

    🚩 Created a comprehensive research repository that facilitated planning, execution and dissemination

Distinction.
Department of Education and St Cross College Research Awards

Dissertation:

Relationships between linguistic knowledge, self-efficacy and performance, presented at Oxford University conferences

BA Hons (double)

National Taiwan University

  • Craft user research process and playbook for the development of highly complex and powerful motion capture system software for life sciences, entertainment and engineering industries

    🚩 Created a comprehensive research repository that facilitated planning, execution and dissemination

First-class Honours.

Double majors: Psychology; Foreign Languages and Literature


Awards:

University Prize for Academic Excellence, Teaching Assistant Awards, Departmental Excellence Scholarships

Education

MSc Human Computer Interaction Design
City, University of London

2022-2023

Distinction.
Winner of Global STEM Leadership Scholarship.

Dissertation:

Cross-Lingual Interaction in Use of Machine Translation Tools in Clinical Settings

MSc Applied Linguistics
University of Oxford

2016-2017

Distinction.
Department of Education and St Cross College Research Awards

Dissertation:

Relationships between linguistic knowledge, self-efficacy and performance, presented at Oxford University conferences

BA Hons (double)

National Taiwan University

2011-2016

First-class Honours.

Double majors: Psychology; Foreign Languages and Literature


Awards:

University Prize for Academic Excellence, Teaching Assistant Awards, Departmental Excellence Scholarships

Skills

HCI

HCI theories

Inclusive design

Accessibility guidelines (e.g., WCAG, Hassell)
Participatory design
Interaction design

System evaluation
Information architecture
Research methods
Design justice
Cognitive psychology

Research

Operation

Template creation

Repository building
Interviews

Focus groups

Contextual inquiries

Survey design
User testing
Workshop facilitation

Data analysis & synthesis

Evaluation & audit
Report & presentation

Design

Affinity diagrams

Empathy maps

Personas

Storyboards

CX & UX journeys

Sitemaps

Task flows

Mental models

Wireframes

Prototypes

UI: HTML, CSS, basic JS

Software

Miro

Figma
Qualtrics

Optimal Workshop

Lyssna

Dovetail

MS Office

Adobe creative
Replit

Framer

Wordpress

Trados

Linguistics

Language (LAN) development

LAN processing

LAN acquisition & loss

LAN perception

LAN production LAN disorders

Bilingualism

Teaching

CELTA (pass A)

Needs analysis
Pedagogical training

Curriculum development
Lesson planning

Course delivery

  • in-person/virtual

  • 1-1/group)

Languages

English

Mandarin Chinese

Hokkien

German (B1)

French (A2)

Italian (Beginner)

Czech (Beginner)

Others

Management (5 yrs)

Communication

Team building
EN-CN translation, localisation & interpretation

Content creation

Skills

HCI

HCI theories

Inclusive design

Accessibility guidelines (e.g., WCAG, Hassell)
Participatory design
Interaction design

System evaluation
Information architecture
Research methods
Design justice
Cognitive psychology

Research

Operation

Template creation

Repository building
Interviews

Focus groups

Contextual inquiries

Survey design
User testing
Workshop facilitation

Data analysis & synthesis

Evaluation & audit
Report & presentation

Design

Affinity diagrams

Empathy maps

Personas

Storyboards

CX & UX journeys

Sitemaps

Task flows

Mental models

Wireframes

Prototypes

UI: HTML, CSS, basic JS

Software

Miro

Figma
Qualtrics

Optimal Workshop

Lyssna

Dovetail

MS Office

Adobe creative
Replit

Framer

Wordpress

Trados

Linguistics

Language (LAN) development

LAN processing

LAN acquisition & loss

LAN perception

LAN production LAN disorders

Bilingualism

Teaching

CELTA (pass A)

Needs analysis
Pedagogical training

Curriculum development
Lesson planning

Course delivery (in-person/virtual x 1-1/group)

Languages

English

Mandarin Chinese

Hokkien

German (B1)

French (A2)

Italian (Beginner)

Czech (Beginner)

Others

Management (5 yrs)

Communication

Team building
EN-CN translation, localisation & interpretation

Content creation

Skills

HCI

HCI theories

Inclusive design

Accessibility guidelines (e.g., WCAG, Hassell)
Participatory design
Interaction design

System evaluation
Information architecture
Research methods
Design justice
Cognitive psychology

Research

Operation

Template creation

Repository building
Interviews

Focus groups

Contextual inquiries

Survey design
User testing
Workshop facilitation

Data analysis & synthesis

Evaluation & audit
Report & presentation

Design

Affinity diagrams

Empathy maps

Personas

Storyboards

CX & UX journeys

Sitemaps

Task flows

Mental models

Wireframes

Prototypes

UI: HTML, CSS, basic JS

Software

Miro

Figma
Qualtrics

Optimal Workshop

Lyssna

Dovetail

MS Office

Adobe creative
Replit

Framer

Wordpress

Trados

Linguistics

Language (LAN) development

LAN processing

LAN acquisition & loss

LAN perception

LAN production LAN disorders

Bilingualism

Teaching

CELTA (pass A)

Needs analysis
Pedagogical training

Curriculum development
Lesson planning

Course delivery

  • in-person/virtual

  • 1-1/group)

Languages

English

Mandarin Chinese

Hokkien

German (B1)

French (A2)

Italian (Beginner)

Czech (Beginner)

Others

Management (5 yrs)

Communication

Team building
EN-CN translation, localisation & interpretation

Content creation

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