Hector Serrano Email & Phone Number

United States

Richfield, Minnesota, Us

Bellevue, Wa, Us

•Manager for the Digital User Experience Research Team at T-Mobile that leads and conducts research for digital properties including T-Mobile.com, MyT-Mobile.com, flagship T-Mobile APP and T-Mobile Tuesdays APP among others.•Managing internal Full-time researchers and managing an external research partner, their research roadmap and project workload for offsite researchers that support my team with unmoderated and moderated online research.•Managing team research priorities in close collaboration with UX Design leadership team and Product teams.•Leading evangelization of UX research within the larger UX community at T-Mobile•Managing research budget for all UX research needs in the team.•Leading team in adopting agile research best practices to incorporate usability through the design cycle.

Bellevue, Wa, Us

•Lead UX Researcher for the T-Mobile web team growing the UX research discipline in the digital group by 3x in just 2 years.•Onboarded and managed research vendor partners to support increasing user research needs for T-Mobile web team.•Managed research budget for all UX research needs.• Conducted qualitative UX research study in parallel with AB testing team to bring deeper insights and recommendations hand in hand with AB testing methodology.•Lead UX research for the T-Mobile.com web team end to end. Setting research goals, planning research timelines, managing participant recruiting agency, conducting research studies, analyzing and reporting findings and recommendations and following up on the implementation of user research recommendations with internal teams and external design agencies.•Conducted in lab and online research leveraging a diverse set of SAAS platforms (Userzoom, Validately, Dscout)•Incorporated UX research to projects using agile methodology.•Influenced multiple AB tests in live site based on qualitative research conducted.•Conducted qualitative UX research study in parallel with AB testing team to bring deeper insights and recommendations hand in hand with AB testing methodology.•Cross group collaboration across functions in the Web team have led to additional research requests and increased awareness of the importance of conducting user research through the development lifecycle.

Bellevue, Wa, Us

• Lead UX research for the T-Mobile.com Web team end to end. Setting research goals, planning research timelines, managing participant recruiting agency, conducting research studies, analyzing and reporting findings and recommendations and following up on the implementation of user research recommendations with internal teams and external design agencies.• Conducted UX research for T-Mobile.com desktop and mobile experience using different methods including usability studies, benchmark studies ethnographic studies and expert reviews.• Conducted in lab and online research leveraging a diverse set of SAAS platforms (Userzoom, Validately, Dscout)• Incorporated UX research to projects using agile methodology.• Influenced multiple AB tests in live site based on qualitative research conducted.• Cross group collaboration across functions in the Web team have led to additional research requests and increased awareness of the importance of conducting user research through the development lifecycle.

Redmond, Washington, Us

•Lead UX research end to end. Setting research goals and planning, recruiting participants, conducting research studies, analyzing and reporting findings and recommendations along with following up on the implementation of user research recommendations.•Conducted user research (U.S. and Intl.) for Web and internal apps from Finance, HR, Law and Corporate Affairs (LCA) and Business intelligence groups in MSIT using various methodologies including usability studies, benchmark studies, interviews, card sort and expert reviews.•Close collaboration with designers and engineering teams to ensure user research recommendations were properly implemented. •Presented user research findings to project owners in business teams to communicate user needs and how that will translate into a web tool / app change.

Redmond, Washington, Us

2 year rotational program at Microsoft which exposed me to multiple disciplines including User experience researcher, solution manager and business analyst across different business groups.User Experience Researcher – Xbox & Zune –• Conducted formal usability studies for Zune.net and Zune device and identified desired features and core issues around Zune discovery features. Presented recommendations to design and engineering teams • Conducted benchmark study for Xbox.com support to identify end user usability issues. Presented findings and recommendations that addressed usability issues found.• Worked with peer researchers in the analysis and report of an 8+ month’s research longitudinal study for Zune that influenced content updates to zune.net and helped prioritization of Zune PC software features.

Redmond, Washington, Us

• Developed with engineering team a deployment plan for live communication servers to Microsoft customers. Development plan help org rollout office communication server to external costumers using a standardized process.• Conducted technical and financial analysis of PC to Phone availability (Office communicator software) for Asia region, determined it was not feasible from a budget perspective to implement in several countries (China, Singapore, etc.) and rolled out functionality to Japan after economic and technical feasibility was validated.• Analyzed round table communication devices usage (pilot program) and presented recommendations to engineering team.

Master'S Degree In Information Science, Concentration In Ux Research.

Management Of Information Systems