Melissa Moore Email & Phone Number

San Francisco, California, United States

Novato, California, United States

San Francisco Bay Area

• Proactively initiated multi-phased research projects, beyond specific team requests, to identify and fill knowledge gaps on a quarterly basis• Led comprehensive analyses of Jobs-to-be-Done exploring both tenure and segmentation perspectives to pinpoint opportunities for addressing unmet needs• Influenced the transition from a 14-day free trial to a 7-day free trial for Ancestry’s $9.99 subscription on Archives.com through pricing and packaging research evaluating introductory offers;… Show more • Proactively initiated multi-phased research projects, beyond specific team requests, to identify and fill knowledge gaps on a quarterly basis• Led comprehensive analyses of Jobs-to-be-Done exploring both tenure and segmentation perspectives to pinpoint opportunities for addressing unmet needs• Influenced the transition from a 14-day free trial to a 7-day free trial for Ancestry’s $9.99 subscription on Archives.com through pricing and packaging research evaluating introductory offers; this yielded a 7.85% increase in signups, a 2.25% lift in bill-through rates, and a 37.5% decline in chargebacks• Shaped the development of a personalized DNA Home experience intended to serve the unique needs of AncestryDNA app users through qualitative concept testing, quantitative content prioritization, and high-fidelity prototype testing. DNA Home has since been shipped in the mobile app Show less

San Francisco, California, United States

• Partnered with product analytics to run a survey investigating higher-than-anticipated churn rates among tenured users, which instilled confidence in senior leadership to adopt a retention-focused product strategy• Quantified customer interest among new social features that were being targeted for 2023 launch using anchored MaxDiff methodology, which prioritized the Ancestry Feed as a top promising feature and has since been integrated into the live desktop and mobile experience•… Show more • Partnered with product analytics to run a survey investigating higher-than-anticipated churn rates among tenured users, which instilled confidence in senior leadership to adopt a retention-focused product strategy• Quantified customer interest among new social features that were being targeted for 2023 launch using anchored MaxDiff methodology, which prioritized the Ancestry Feed as a top promising feature and has since been integrated into the live desktop and mobile experience• Partnered with product and design teams to ideate solutions for the biggest challenges faced by new users, and prioritized which of these potential solutions would be most impactful for driving bill-through Show less

San Francisco, California, United States

Acquired by Electronic Arts in April 2021• Led and championed a player segmentation framework for Covet Fashion, which became the framework used by product and marketing teams to discuss their work and create a new user acquisition strategy• Led a comprehensive diary study evaluating Covet Fashion’s user journey from ad exposure through the App Store to live in-game experience, producing a journey map outlining critical points of engagement and churn.• Utilized a combination of… Show more Acquired by Electronic Arts in April 2021• Led and championed a player segmentation framework for Covet Fashion, which became the framework used by product and marketing teams to discuss their work and create a new user acquisition strategy• Led a comprehensive diary study evaluating Covet Fashion’s user journey from ad exposure through the App Store to live in-game experience, producing a journey map outlining critical points of engagement and churn.• Utilized a combination of in-game surveys and live A/B testing to understand the player sentiment behind behavioral data for the Albums feature in Design Home, which led to an 8% improvement in retention• Elevated the research team’s skillset and impact by mentoring research teammates on data analysis, communication strategies, report design, and research tools• Built cross-functional relationships with stakeholders (e.g., UXD, PM, Eng, Content, Analytics), amplifying the impact of player insights across multiple vectors• Analyzed, synthesized, and presented actionable insights to product teams, leadership, executives, and large mixed audiences through storytelling, slide decks, data visualization, and video highlight reels• Managed and partnered with research vendors both domestically and internationally, summarizing and presenting findings to internal stakeholders Show less

San Francisco, California, United States

At Glu Mobile, prior to Electronic Arts acquisition • Centralized researcher supporting 3 teams in the Crowdstar studio, focused on player insights and product-wide experience• Performed iterative usability testing on Covet Fashion's onboarding experience, which raised Day 2 user retention by 17%• Valued thought partner for development of new mobile game features and refinement of existing features • Facilitated workshops with product and design stakeholders to guide ideation… Show more At Glu Mobile, prior to Electronic Arts acquisition • Centralized researcher supporting 3 teams in the Crowdstar studio, focused on player insights and product-wide experience• Performed iterative usability testing on Covet Fashion's onboarding experience, which raised Day 2 user retention by 17%• Valued thought partner for development of new mobile game features and refinement of existing features • Facilitated workshops with product and design stakeholders to guide ideation, translate player insights into design, and produce vision alignment Show less

• Provided emotional support and crisis intervention, over the phone, for people with lived experience of mental health challenges• Used active listening and peer counseling skills to understand callers' needs and respond appropriately• Created 100+ individualized crisis management plans for peers facing challenges• Made outreach calls and coordinated referrals to CPS, APS, and emergency services for crisis and high-risk calls according to MHASF procedures

General Assembly Client ProjectRedesigned application and admissions process for Year On, a gap year program for high school students, to increase user conversion rates. • Conducted usability walkthrough, heuristic evaluation, and competitive analysis to uncover key• opportunities of improvement • Utilized interviews, empathy maps, and journey maps to create user archetypes• Presented research insights and provided short and long-term recommendations, which increased… Show more General Assembly Client ProjectRedesigned application and admissions process for Year On, a gap year program for high school students, to increase user conversion rates. • Conducted usability walkthrough, heuristic evaluation, and competitive analysis to uncover key• opportunities of improvement • Utilized interviews, empathy maps, and journey maps to create user archetypes• Presented research insights and provided short and long-term recommendations, which increased admissions process completion by 24% and online application form completion by 13% Show less

The Personality and Well-Being Lab at San Francisco State University focuses on identifying the factors that may best remedy human problems and cultivate thriving.• Facilitated formal in-lab experiments with a high fidelity to protocol, laying the foundation for a peer-reviewed publication• Wrote literature reviews to inform research methodologies and combat experimental design barriers• Presented research to lab with a team of 3, to collaborate on improvements and gather… Show more The Personality and Well-Being Lab at San Francisco State University focuses on identifying the factors that may best remedy human problems and cultivate thriving.• Facilitated formal in-lab experiments with a high fidelity to protocol, laying the foundation for a peer-reviewed publication• Wrote literature reviews to inform research methodologies and combat experimental design barriers• Presented research to lab with a team of 3, to collaborate on improvements and gather feedback to build upon future directions• Recruited participants for studies and managed participant scheduling to ensure smooth facilitation of in-lab studies Show less

Master Of Science - Ms, Human Factors In Information Design

Course Work: Foundations in Human Factors, Qualitative Field Methods, Usability Testing and Assessment, Measuring the User Experience, UX.

Bachelor Of Arts - Ba, Psychology

Course Work: Research Methods in Psychology, Linguistics, Cognitive Neuroscience, Social Psychology, Motivation, Social Conflict &.

User Experience Design Immersive

A 10-week, full-time immersive program that teaches the fundamental theories, techniques, and tools of user experience design. The program.