Nicole Hewitt Email & Phone Number

Charlotte, Nc, Us

Charlotte, North Carolina, Us

I am the lead UX Researcher for the Optum Now brand at RVO Health.I have influenced the product direction and strategy prior to the MVP experience launch in June 2024. Afterwards, I have worked on initiatives to integrate broader RVO Health and Optum features into the Optum Now experience while advocating for user-centered customer journeys.Key achievements: participatory design research to inform product strategy and value proposition development, proposed feature evaluation to assess user desirability and prioritization for product roadmap, evaluative research to validate product direction.Key skills & tools: codesign research, moderated and unmoderated qualitative research, usability testing, stakeholder workshops, Kano studies, card sorting, tree testing, Figma, Jira, dScout.

Relocated from London, England to Charlotte, NC

London, England, Gb

I aligned with clients on their project objectives, planned and executed user research studies on a variety of platforms (desktop, mobile, TV and voice) in a variety of sectors. Worked with participants in the UK, Mexico, Hong Kong and Singapore. I've supported clients wire framing journeys across multiple breakpoints, within their design systems and CMS guidelines.Some of the clients I worked with include Chase Bank UK, HSBC, EDF Energy, BT Group, Sky.Tools: Sketch, Miro, Figma, Alchemer, User InterviewsAdditional roles & responsibilities in new business development. Scoped approaches, resourcing and costing for 50+ potential client projects, from rapid research to full UCD projects. Won projects with over 25 new clients in one year, tripling new business sales.

Atlanta, Georgia, Us

Initial local contract then remote contract working out of London UK on strategic development projects for a fast-growing law firm.- Interviewed and observed collections team, mapped workflows and developed process improvements. Increased receivables collections by 40%.- Collaborated with owner to devise marketing, human resource and process improvement strategies.- Developed a standard survey to measure service experience and client satisfaction.- Facilitated workshops with firm stakeholders to brainstorm ideas for process and service initiatives. Developed 100+ policies/procedures.- Revamped content management and information architecture. Improved case management by 25%.

New York, New York, Us

Reporting to COO, led 15 reports within procurement, product development and customer care teams, across three international locations, representing 30% of global revenues.- Drove realignment of information architecture and content management to support new company e-commerce site launched September 2018.- Designed a new interface for the firm’s ERP system released in 2015. Collaborated with developers on coding, testing and iterations. - Managed design and development processes for key accounts. Delivered 50+ projects, encompassing 500+ new product developments, between FY2013-2018.- Redesigned ERP interfaces to address evolving business needs in production planning, forecasting, and product management. Improved inventory turns by 25%.

New York, New York, Us

Reporting to the global COO, I managed 10 direct reports in Shanghai, China, overseeing the procurement and logistics teams responsible for 70% of the company’s global supply chain.

Waltham, Massachusetts, Us

Ux Design Immersive, Ux Design

Bachelor Of Arts - Ba, Chinese & International Trade