Australia

Growth Product Management

UX Research

Data Analysis

Business Transformation

Bachelor’s Degree

Master’s Degree

Renata Hall

User Research Lead

Usability Testing

Qualitative research

Problem-solving

Presentation skills

Leadership

User research

Optimal Workshop

Qualtrics

UserTesting

Figma

Maze

Miro

Senior UX Research Manager leading a team of talented UX researchers focused on uncovering strategic and tactical user insights informing product design and decision making.

Accountable for:
- building and running a successful UX research team 
- designing and owning a foundational research roadmap (generative research) and directional (evaluative product research)
- mentoring designers and PMs on best ways to do research
- delivering actionable insights that inform product design and product decision making
- evangelise UX research org wide to build deep empathy
- UX research operations

More than tea, a movement.

Oolo is a global marketplace and community for tea lovers. We’re building a platform that connects tea creators and producers from all over the world with tea consumers.

Hireup (winner of the 2018 Google.org Impact Challenge and 2017 Deloitte Tech Fast 50) is an online platform and community for people with disability to find, hire and manage support workers. 

CX Researcher/Designer primarily focused on leading key qualitative research and design projects (from discovery to delivery) related to understanding and optimising customer experience.
Responsible for:
• Leading product-related research projects that inform user journey maps, personas and customer experience as well as establishing CX fundamentals and HCD best practices 
• Asking the big questions - identifying questions the company needs to answer to move product/service strategy and execution forward including experiences and long-term roadmaps
• Research design, recruitment, conducting interviews and focus groups followed by analysis, synthesis and debriefing
• Working cross-functionally in an agile way across all areas of user and customer experience - including analytics, research, measurement, insights and design
• Designing experiments using customer insights as well as behavioural economics to nudge people towards specific outcomes to increase the chances of behaviour change
• Reviewing, analysing, and communicating both qualitative and quantitative data to generate tactical and strategic insights, as well as actionable recommendations to drive product and service experience innovation
• Socialising and stakeholder engagement - sharing research and insights across the company and facilitating 'aha' moments

Key projects: 
Process mapping (service blueprint) & customer journey
Personas
Product/ux research

Tyro Payments is a fintech specialising in merchant credit, debit and EFTPOS acquiring focusing on business banking solutions aimed at Small and Medium Enterprises.

CX Researcher contributing to uncovering strategic customer insights that help Tyro innovate, design and create customer centric solutions using HCD which deliver against commercial outcomes. Working with a multidisciplinary team to deliver and enhance overall customer experience through onboarding experience/ different touchpoints and products.

Responsible for:
•	Gathering customer insights, surfacing customer needs and pain points to turn customer problems into business opportunities 
•	Mapping customer journeys. service blueprint and persona creation to help design experiences and offerings that meet customer needs
•       Work closely with designers, product managers, and engineers to identify research questions and uncover opportunities to further improve our understanding of both current and prospective customers
•	Research design - selecting appropriate research methodologies using a wide variety of qualitative and subset of quantitative methods (e.g. surveys) to ensure the best project outcome
•	Conducting ethnographic interviews and contextual inquiries, usability testing and surveys (design, research set up, fieldwork, synthesis and presentation)
•	Workshop facilitation (ideation, co-creation and consumer groups)

Worked across various projects mainly conducting qual but also integrating quant findings including: ux, cx, web/mobile usability, innovation research, brand/category understanding and development, brand essence, usage/habits and attitudes, concept development, advertising communication, packaging/label communication and sensorial/physical product attributes.
•	Research Design: Assisted in research design & wrote proposals incorporating an appropriate design across methodology, sample, timing and cost ensuring client outcomes
•	Research Setup: Drafted discussion guides, online questionnaires and pre-tasks that demonstrate an understanding of the brand, category, market and client issues
•	Moderation Experience: Experienced moderator across a range of different methodologies and approaches: focus groups, creative workshops, cocreation groups, in-depth interviews, ethnography, shopper research, in use observations and testing (e.g. testing prototypes), online research forums
•	Analysis: Designed analysis that is strategic and insightful
•	Reporting & Presentation: Outlined the main findings of research projects, bringing key themes and their implications to life using strategic models and frameworks. Developed case studies, personas, customer journey maps, qualitative typologies and segmentations turned into actionable insights giving clients clear strategy
•	Project Management: Project management covering all stages of the project lifecycle from initial proposal to final debrief. Responsible for project logistics, timelines, scheduling, planning and managing queries while running several projects concurrently
•	Client Management: Built and developed strong relationships with clients and maintained regular client contact during the fieldwork and analysis period of each project
•	Leadership: Led small teams with 1-2 direct reports with accountability for the project

Marketing Manager at Destination Australia Services, Sydney, Jan -2013 – March -2016   
Destination is an education agency based in Sydney which provides tailored advice to students on educational opportunities, migration and job opportunities.  

•	Developed and executed creative marketing strategies such as direct marketing, social media campaigns, event marketing, call to action marketing, content marketing and more. 
•	Responsible for consumer insights - analysed and interpreted collected data through online surveys, interviews and observations to identify patterns and solutions for marketing campaigns. 
•	Organised and facilitated promotional educational and social activities such as seminars, workshops and relationship building exercises with business stakeholders.
•	Increased the number of students using the company’s services by 20% year on year since the beginning of my role.

•	Participated in ethnographic research for various projects interviewing people in open - ended manner and observing their behaviours. 
•	Participated in a social research project ‘Polish Musical Traditions in South Brazil’ organised by Department of Musicology at the University of Wroclaw. It was a 6 week qualitative field research ethnographic project aimed at exploring to what extent and how musical traditions are being cultivated by Polish migrants in Brazil. The main data collection method was a participant observation using techniques such as immersion, structured and non-structured interviews, interacting and observing respondents, analysing the non-verbal communication, analysing the artefacts and decoding the social meanings which led to meaningful insights. 
•	Drafted publications, reviewed research findings, conducted systematic literature reviews, compiled research reviews and transcribed final reports and publications with correct formatting. 
•	Supported the team with detailed multidimensional research – paper based journals, electronic databases such as JSTOR, BASE and Google Scholar 

https://www.youtube.com/watch?v=PZJD_I7YG3g

• Conducted research on consumer opinions - analysed rating reports and data through online surveys, interviews and observations to identify patterns and solutions for marketing campaigns to amplify customer experience.
• Conducted online advertising (AdWords, social media channels) and built brand advocacy campaigns to interact with customers on a long - term engagement basis.
• Tracked sales trends and measured the effectiveness of marketing, advertising, and communications strategies.
• Featured in several newspapers and magazines for a socially responsible and sustainable business model.

Renata Hall🇦🇺

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