Hayley O'Brien Email & Phone Number

Boston, Massachusetts, US

• Built and established the UX Research & CI team at Zipcar, executing a team vision and educating the company on the importance of our work
• Established a seat at the table with the leadership team, synthesizing insights from our various feedback channels (research studies, NPS, app reviews, competitor landscape) into actionable storytelling to drive.
• Overhauled our NPS methodology by implementing in-app feedback collection, resulting in a 10x surge in response rates and proactive resolution of customer concerns
• Developed a streamlined process for research roadmapping and prioritization, ensuring alignment with organizational objectives and maximizing the impact of research initiatives

Framingham, Massachusetts, US

• Managed a team of UX Researchers, supervising all studies conducted in the headphones and mobile app space, totaling 30+ studies yearly
• Worked alongside multiple cross-functional product teams in defining research roadmaps that ensured proper user-centered design throughout the product development cycle
• Coordinated research through collaboration with fellow cross-functional leads and insights teams in across multiple departments (e.g. Marketing, Analytics, and Innovation)
• Planned, scoped, and resourced all headphones and mobile app studies in using

Framingham, Massachusetts, US

• Advocated for user-centered design by surfacing research needs in the headphones space and conveying those needs to the relevant product teams
• Responsible for scoping, designing, executing, and communicating qualitative and quantitative research through both early and advanced development phases
• Translated data into compelling and actionable insights, while utilizing design strengths to effectively present research outcomes and insights to business stakeholders
• Executed iterative usability testing of the first app for a new emerging business product, including three rounds and 60+ hours of interviews, resulted in major improvements to the app design

Washington, DC, US

• Served as a researcher within the MIRECC (Mental Illness Research, Education and Clinical Centers) providing hypothesis development, data collection, and analysis
• Collected, organized, and transcribed 150+ hours of focus group interviews, as well as over 2,000 pieces of quantitative data
• Planned and implemented tasks with Project Director, including facilitating focus groups and one-on-one interviews
• Converted qualitative and quantitative data into meaningful insights, which helped improve the lives of veterans struggling with mental health issues

Chestnut Hill, MA, US

• Worked with students to reduce their risky behaviors and harmful effects from alcohol and drug use, set goals for their future, and educate them on strategies to reduce future health risks
• Conducted 100+ hours of clinical individual interviews to gather psychosocial history, substance use history, and perceived normative drinking at Boston College
• Planned and implemented focus groups to students with a history of unhealthy alcohol consumption.

Chestnut Hill, MA, US

• Recruited participants in area colleges to participate in study conducted by a full time faculty member examining trauma related symptoms in Asian American college students
• Transcribed interviews for a study conducted by a fourth-year counseling psychology doctoral student examining counseling psychologists’ engagement in social justice advocacy

Master Of Arts (M.A.), Psychology

Bachelor Of Arts (B.A.), Psychology