Christine Tran Email & Phone Number

Supporting a pre-seed startup. More details to come!

San Diego, California, United States

• Primary UX Researcher on the HP Instant Ink Team. Lead qualitative studies to test emerging concepts and products, validate hypotheses, and enhance user experiences, while iterating on personas and customer segments.
• Led an in-house usability test on Instant Ink printer enrollment, uncovering and quantifying unmeasured technical issues, which drove 40% conversion increase, 15k new subscribers/month, and $900k annual revenue
• Enhanced II’s transactional transparency in the cancellation process for users by conducting moderated and unmoderated usability tests, resulting in a reduction of cancellation rates by 18%
• Led an end-to-end, moderated, in-person study on II’s pilot subscription starter cartridges, identifying critical usability and comprehension issues which established a prioritized roadmap to address low II conversion.
• Increased user comprehension of HP’s Paper Add-on subscription product page 7x by identifying and addressing root causes of user confusion through usability tests
• Developed an in-person moderated study process, leading HP's post-pandemic testing initiative and establishing a replicable framework

• Defined Peer Collective’s personas and high-value user segments by conducting mixed-methodology research, which optimized design efforts and drove long-term user retention and business strategy
• Led mixed-methods research to uncover funnel abandonment, validate Peer Collective’s key selling points, and improve website usability, boosting conversion by 59%
• Directed Peer Collective's rebrand by translating user insights into design and marketing initiatives, which were prioritized based on complexity and impact, and oversaw and coordinated project timelines
• Collaborated with marketing to develop a brand ladder and content tone framework by identifying Peer Collective’s key selling points and validating the brand positioning pillars

• Leveraged analysis of 230k user interactions in TurboTax Full Service to uncover themes, process gaps, and root causes, presenting actionable insights for enhancing the user experience to senior leadership
• Utilized qualitative and quantitative analysis on 600 user verbatim to train an AI speech analytics model, enabling accurate and rapid identification of conversation themes and sentiment in TurboTax Full Service
• Developed a comprehensive user journey line capturing the holistic E-File Reject experience of over 1.2M users by analyzing relevant KPIs across TurboTax's Product, Digital, and Assisted spaces
• Planned the Business Insights Team's annual (Virtual) Off-Site to reflect and discuss areas of opportunity and how the team will evolve in future years

• Established a Customer Feedback Repository for organizing user feedback, enabling Product and Engineering teams to assess users’ experiences, prioritize key issues, and measure the impact of their efforts
• Collaborated with leadership to build an overview dashboard of the Repository, tracking the evolution of users' experience over time
• Collaborated with a tiger team to develop and test a formula that quantifies user frustration levels based on their feedback

Greater San Diego Area

• Monitored and evaluated the holistic TurboTax user experience by analyzing customer-agent chat verbatim to identify users' largest friction points
• Validated customer experience hypotheses from business stakeholders by running SQL search queries to identifying and analyzing the impacted cases
• Generated weekly performance reports on TurboTax’s Live Chat and identified areas of opportunity by showcasing week-over-week KPIs along with customer-agent verbatim examples
• Analyzed 200+ pandemic-related user interactions to identify top user concerns, shaping content for the TurboTax Stimulus FAQ page which became the most-searched page in April 2020

Greater San Diego Area

• Spearheaded the Research Ops initiative at American Specialty Health (ASH) as the sole user researcher in the company while assisting other scrum teams to plan and conduct their user research for actionable insights
• With a lean user research process, identified pain points that UX team members, Product Owners, and Project Managers were experiencing in a project cycle to create a company specific framework to address these pain.
• Developed a user centered scorecard that allows managers to evaluate their personal and team performances and also identify areas of improvement in a project development lifecycle
• Developed a UX research hand guide that allows UX team members to identify most effective user research methods for their projects and potential road blocks they might face

Greater San Diego Area

• Research Lead for a collaborative exploratory research project between Hyundai Motors and UC San Diego’s Design Lab to identify areas of opportunity in UCSD’s micromobility space
• Worked with business partners and lead research team to develop project roadmap and success metrics for both UCSD and Hyundai
• Led weekly research sprints with interdisciplinary student volunteers by conducting week long field observations and interviews and synthesizing the findings in weekly workshops

Greater San Diego Area

• Studied pedestrians’ relationship with autonomous vehicles by conducting four ethnography studies on 600 pedestrians and a mock AV
• Analyzed four hours of footage frame-by-frame to capture the different interactions, durations, behaviors, and its context
• Gave weekly debriefs to PM, data scientist, and other researchers involved with the project
• Worked with PM and other researchers to develop the paper Eye-Contact, Debunked

Greater An Diego Area

• Provided technical support to over 1,000 full time, part time, and student employees
• Maintained service tickets, work orders, and internal documentation via ServiceNow
• Managed department assets and user accounts through Active Directory, Sequoia Back Office, and IBM’s Maximo program
• Diagnose and troubleshoot HDH assets - mainly PCs and point of sale machines