Lee Anne Mercado Email & Phone Number

La Habra, Ca, Us

-Lead research projects for different facets of the Mission Lane customer experience such as: card applications, payments, overall app experience, and future app experiences -Collaborate closely with product managers and product designers to identify research needs and solutions based on business goals, product roadmaps, and previous research/ data about customers from other resources-Daily engagement with end-to-end research tasks that include: • creating research plans (moderated and unmoderated) • recruiting • writing surveys and interview guides • utilizing UserTesting to execute research • working with designers to advise on stimuli • synthesizing research • presenting research results and recommendations • working with PMs and designers on next steps after research-Created resources to spread customer insights across the organizationincluding: • a research repository that helps stakeholders and various teams easily access past research information • a slack channel with bite-sized customer insights that continuously informs various teams about customer behavior and sentiments as they’re discovered • a forum known as the “research roundup” that summarizes a quarter’s worth of research to a wider audience, which informs more of the company about the research insights being captured

Greater San Diego Area

-Conducted research studies, including generative research and usability testing, for Dexcom products -Moderated remote and in-person interviews - utilizing UserZoom for remote interviews-Designed moderator guides for interviews-Designed surveys utilizing UserZoom and Qualtrics-Created screening criteria for recruiting participants-Worked closely with recruit vendors to recruit participants-Collaborated closely with UX designers and product managers to create research plans and establish research stimuli-Synthesized research results and turned it into digestible recommendations and findings for the stakeholders-Presented research findings to stakeholders-Managed and worked with research vendors to conduct larger research projects -Managed and curated the set up of a new research repository space with Bloomfire

Greater San Diego Area

-Guided 3 summer UX interns with their Digital First Experience Storyboard project-Current lead and liaison between Dexcom and SharePoint support partners to help with 5+ weekly related projects and problems-Currently researching and developing improved organization to the process of Dexcom app redirects to Dexcom website

San Diego, California

Intranet Usability Project: Dexcom came out with a new Intranet for the employees, which wanted to prioritize enhanced user experience.-Identified appropriate KPIs to measure usability improvement -Needfinding through 20+ user interviews with Dexcom employees -Advised IT on the necessary changes that needed to be implemented -Built pages on new SharePoint Intranet with a “usability first” mindset -300% Increased satisfaction rate with Intranet-25% Decreased time to complete tasks-User testing data published in blog (see below)Technical Support User Experience Project: Improved user journey of tech support calls with use of new software, backed by reason to use it with data.-Analyzed 600+ tech support calls to gather key data points that can decrease call time by 26%

University Of California, San Diego

Content Curation User Experience Project: I chose to improve the exploration of the website’s hundreds of files by creating a prototype of a search function that was later implemented.•Conducted a competitive analysis to compare existing search functions on other websites with a high volume of files (educational and non educational)•Created personas and experience maps based on user interviews•Created wireframes on paper and iterations of prototypes on paper and PowerPoint•Made the final interactive prototype of the search function on InVisionContent Curation Documentation: In order to help grassroot partners who do not have much experience in content curating, the organization wanted to provide a guide for them to refer to when using the content curation server.•Conducted user interviews with content curation partners to understand their process and how they use the content curation server and created a documentation as a result of these user stories

La Jolla

•Designed a research project on visual attention to seek findings based on a UX perspective•Learning to analyze data using R in order to understand the vast amount of data that research experiments produce. •Facilitate 25+ research experiments per week through efficient communication with the participants and effective organization of paperwork and planning•Perform weekly readings on research journals and relevant data materials to discuss the results of a given experiment in a group setting•Attend weekly lab meetings to collaboratively further discuss research reports, evaluate current experiments and resolve any possible issues it may have

La Jolla

•Efficiently conducted various experiments utilizing an eye-tracking software on 30+ three and four year olds from 10+ preschools per month •Utilized Excel and database programs to effectively recruit 5+ new preschools for new experiments per month•Organized the data from multiple different experiments into their respective files to make it easily readable for any other assistants or experimenter who needs to read the data•Worked closely with other experimenters and participants, solidifying my communication skills to facilitate data collection

Bachelor’S Degree, Cognitive Science With A Specialization In Human Computer Interaction

Education record