Monica Ralston
Senior User Researcher

Sherwin Williams - Enterprise Technology Contractor
Senior User Experience Researcher | 2024-2025|Enterprise and B2B
 

• Lead end-to-end qualitative and quantitative research initiatives—interviews, usability testing, surveys, journey mapping—to uncover user needs and inform product strategy

• Distilled complex behavioral and attitudinal data into clear insights, communicating findings and recommendations that influence cross-functional decision-making

• Partnered closely with product and design to embed user feedback throughout the product lifecycle and optimize feature performance

• Translated human-centered design principles into actionable deliverables such as personas, journey maps, blueprints, and concept tests that guide experience improvements

• Drove UX alignment across stakeholders by proactively evaluating existing experiences, identifying pain points, and recommending innovative solutions

 

 

Total Expert
Senior Design Researcher | 2021-2023 | B2B2 SaaS and B2C
 

• Created/oversaw design research program for B2B Sales and Marketing Platform for the Mortgage, Lending, Retail Banking and Insurance industries

• Managed 7 stakeholder partnerships within the product development team

• Created a 185-person user panel to increase the speed/volume of research studies

• Implemented a methodology for conducting multi-phase design research

• Conducted mixed methods research to identify pain points and opportunities for product improvement and presented findings regularly

• Created 9 user personas

• Maintained metrics about research efforts and outcomes to track improvements

Kent State University (User Experience Design Program)
Adjunct Graduate Faculty | 2016 - 2020 | Education       
                                                  

• Created the undergraduate User Experience Design minor
  (900% growth in first 3 semesters)

• Taught graduate/undergraduate classes in User Experience Design

• Supported and mentored students with varying levels of experience

• Consulted on unmet needs in our program based on competitive analysis

• Worked to secure student internships in the UX field

eRank (Etsy)
User Experience Consultant | Sep 2019 – Dec 2019 | B2C

• Applied UXD best practices to conduct an audit and identified ways to improve the users' experience

• Identified key research questions to uncover how Etsy sellers make SEO decisions using eRank's tools and functionality

• Provided recommendations to drive adoption of the eRank tool among Etsy sellers

• Created mock ups of proposed changes to communicate design suggestions

Intuit Real Estate Solutions (Product Development)
Senior User Researcher | 2005 - 2010 | Enterprise & B2B SaaS
 

• Managed “Follow-me-to-the-office” field studies end-to-end for real estate clients

• Facilitated onsite and remote usability tests to uncover users’ pain points

• Developed 5 new personas to guide feature development and prioritize effort

• Delivered actionable design recommendations to inform roadmaps

• Presented findings to cross functional teams and key stakeholders

• Supported onsite and offshore development teams as they implemented improvements within our product

PNC Bank (Information Services)
Senior Usability Analyst | 2001 - 2005 | Enterprise & B2C
                                                     

• Pioneered company-wide user experience service offering – a net new program for the bank

• Educated lines of business on the new offering and its’ potential impact on their products' success

• Scaled research by recruiting and managing a user panel of 100+ customers

• Conducted mixed method research studies to reveal opportunities to improve the UX

• Created competitive analysis of peer banks to identify functionality gaps

• Supported onsite/offshore development teams as they revised the interaction design

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