Norman Laborde Torres Email & Phone Number

New York, United States

San Juan, Puerto Rico

San Juan, Puerto Rico

As the only researcher in the team, I am in charge of creating research plans for internal and external projects, and constantly policing that research is used so that designs speak to the user's needs and the users' voice is heard. When working with clients, I am in charge of interview script drafting for stakeholders, and users. We have worked with projects that range from competitive analysis for the Wovenware page redesign using a content-first strategy to working with complex projects like understanding how NOAA uses geospatial intelligence in order to track endangered whale species with a system that was not developed for marine biologists in the first place. We are currently more focused on geospatial data and analytics projects with our now parent company Maxar, as they take in the design practice at Wovenware to rethink all their systems and solutions.

Denver, Colorado, United States

I supported the research team in their recruiting, survey building, and user testing initiatives with clients like Figma, Meta, Service Now, and Optum Health Services. I was mostly in charge of gathering research project requirements, and making sure the research studies were built correctly in the MUIQ platform in order to launch recruitment efforts on the user recruitment panel: Prolific. I launched successful recruitment efforts ranging from 5 to 500 users for internal and external research projects. I also worked closely with clients, helping troubleshoot their studies, answering questions, and project invoicing.

Greater Pittsburgh Area

First in-person customer service and operations associate at the Pittsburgh in-person support and rental hub. I mostly troubleshoot driver's devices and listened to their very unique stories in order to find solutions to technical, and situational issues. This was possible by having access to many different tools and being able to navigate Lyft's organizational structure in order to escalate and collaborate with others in order to find solutions to drivers' needs. I was also in charge of a rental fleet of 200 cars, monitoring metrics like utilization and service level agreements in order to keep costs down and improve driver availability in the region. This meant working with vendors, following up constantly with collision centers, dent repair, detail shops, mechanics, tow trucks, repo services, and many others, in order to maintain our local metrics in the acceptable range. I had side projects that were constantly running, like working with the compliance team to brainstorm solutions, recruit participants, interview drivers, and test the app for possible airport operation issues at the Pittsburgh airport which had the worst operational costs in the nation. One of our initiatives at the airport reduced citations by 80%. In my last year, I started a mentorship program with the UX Research team at Lyft, where I shadowed research sessions on Lyft products, got to run internal research interviews, and participated in interview debriefs and research synthesis sessions.

Greater Pittsburgh Area

San Juan, Pr

Assistant researcher on a multidisciplinary university-led consultancy team for government projects.I analyzed compensation data with statistics, and a literature review for a project funded and published by the OGP and the Executive Branch of the Government of Puerto Rico. I assisted the lead researcher on a project examining employee roles and the corporate hierarchy structure of the Island's Retirement Administration by transcribing focus groups and interviews. I became adept at pulling data from qualitative research methods and drafting insights that were used by the lead researcher and industrial engineer to create a reorganization plan for the Retirement Administration.The team of assistants was also in charge of secondary research methods. I drafted reports and presentations by leveraging market research, interviews, and secondary research to help nonprofits create new performance indicators tools for performance measurement.

Supported the development of a new employee onboarding training for the +1000 employee company, which will help new employees assimilate to the company faster and thus be more productive in less time.Customized a battery of group activities and ice breakers with their respective manuals for onboarding training.Researched and developed training effectiveness assessments for new hires and managers.Researched and developed an executive-level mentorship program proposal.

Helped with statistical and research analysis for the revision and development of tests.Used statistical analysis to run assessment validation and reliability tests on the PR Real Estate Broker bar exam. These helped the test stay relevant and were used to report the validity of the test to the Board.Researched and drafted a job applicant honesty and social desirability assessment. This was later converted into a product that the organization sells to employers in Puerto Rico.

San Juan

Made post-event Power Point presentations for companies like T-mobile, Jeep, Mark and Kotex.Organized company’s invoices and filled them accordingly. Helped organize event dates and promotional teams and equipment. Researched information for events and promotions and got involved with company’s Facebook page.

Master Of Arts (M.A.), Industrial And Organizational Psychology, 3.85

Graduate level statistics, applied research methods, organizational development, industrial psychology, measurement and validation of test.

Certification, Ui/Ux Design

700+ hours of hands-on course material, with 1:1 expert mentor oversight, and completion of 4 in-depth portfolio projects. Mastered skills.

Bachelor Of Arts (B.A.), Commercial Advertising, 3.58