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