Monica Ralston
Senior User Researcher

Total Expert
Senior Design Researcher | 2021-2023
 

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

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

• Developed a methodology for conducting multi-phase design research

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

• Created 7 new user personas

• Maintained metrics about research efforts and outcomes to track improvements

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

• 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

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

• 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
 

• 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
                                                     

• 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

Viant Corporation (Professional Services)  
Usability Analyst | 2000 - 2001
                                                                 

• Worked abroad conducting user experience activities in Munich, Germany

• Conducted interviews with end users to reveal opportunities for improvement

• Created personas and use cases to model typical interactions

• Led the user experience committee for our knowledge management system

• Managed various research studies to help prioritize efforts and resources

• Conducted heuristic usability evaluations of online retail sites to identify gaps

Ernst and Young LLP (Department of Usability Engineering)
Usability Analyst | 1999 - 2000
                                                                     

• Collaborated with subject matter specialists to define product requirements

• Facilitated usability tests/focus groups

• Synthesized test results and wrote reports on findings

• Performed audience, activity and environmental analyses

• Identified functional specifications and documented standards for products

• Developed heuristics for evaluating web interfaces

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