Award-winning UX researcher and leader with proven success managing research teams across telecom, healthcare, housing, and retail. Specializing in strategic research that drives product decisions and cross-functional collaboration.
About Me: UX Researcher, Designer, Instructor & Leader
Research Leadership
Led teams of 8-15 researchers across multiple product lines, establishing research operations frameworks that reduced time-to-insight by 40% while maintaining rigorous quality standards.
Strategic Impact
Influenced $50M+ in product decisions through evidence-based recommendations, working directly with C-suite executives to align research priorities with business objectives.
Education & Mentorship
Taught UX research methods to 50+ professionals through workshops and university courses, developing curriculum that bridges academic theory with industry practice.
Case Study 1 - Lowe's Companies: Supply Chain User Digital Transformation
Transportation Workflow Optimization
Led generative and workflow-focused research across transportation and logistics systems to understand planner workflows, shipment management, and operational pain points. Identified friction tied to fragmented workflows, manual processes, and limited shipment visibility.
Enterprise Logistics Modernization
Partnered with Product, Engineering, and Operations teams to map workflows across Blue Yonder/TMS environments. Research informed opportunities to streamline planner experiences, improve operational efficiency, and support digital transformation initiatives.
Research-Driven Operational Alignment
Conducted stakeholder interviews, shadowing sessions, and workflow analysis to align teams around scalable, user-centered improvements across enterprise supply chain operations.
Case Study 2 - The Home Depot: Retail Transformation Through Strategic UX Leadership
Omnichannel Customer Journey
Led cross-functional research initiative mapping touchpoints across online, mobile, and in-store experiences. Unified approach increased customer lifetime value by 23%.
AI-Powered Recommendations
Conducted longitudinal study on personalization preferences across demographics. Machine learning integration boosted conversion rates by 31% while maintaining user trust.
Checkout Flow Optimization
A/B tested 15 variations based on behavioral research insights. Final design reduced cart abandonment by 44% and increased mobile purchases by 26%.
Case Study 2 - The Home Depot: Breakdown
Strategic UX Planning in Miro
Objectives Led multi-phase research to understand technician and scheduler expectations and behaviors, informing systemic scheduling improvements and ETA (Estimated Time of Arrival) alignment across departments. Facilitated discovery and alignment sessions with product, field operations, and customer service teams to define the most pressing user pain points and business priorities across scheduling. Research Findings Optimized fulfillment and inbound logistics by analyzing port congestion, dwell time, and order variability—collaborating with global logistics, transportation, sourcing, and warehouse teams to reduce delays and improve consistency. Improved tool usability and associate efficiency through journey mapping, time-motion studies, and usability testing—partnering with inventory, HR, and product teams to refine dashboards, scheduling tools, and same-day deployment workflows. Enhanced forecasting and inventory flow by mapping bulk pathways and cross-docking strategies with replenishment, Pro business, and merchandising teams—reducing distortion across store and online channels. Elevated customer and associate experience by synthesizing behavioral and survey data to inform UX improvements and cross-functional OKRs focused on delivery satisfaction, ETA precision, and Net Promoter Score gains. Outcomes Synthesized over 60% of missed calls were reschedules due to permit issues or unclear scheduling, driving a collaborative redesign of scheduling tools and workflows with operations, tech, and compliance teams. Discovered ETA and material visibility gaps significantly impact productivity—led to co-created service enhancements with product and vendor teams. Quantified $600M in reschedules and millions in missed service opportunities—insights directly influenced quarterly OKRs for reducing waste and boosting first-time completion rates. Partnered with finance and operations stakeholders to tie user pain points to quantifiable job site inefficiencies and technician idle time, reinforcing the case for cross-functional tech investments.
Case Study 3: Healthcare Solutions That Enhance Patient Experiences
Patient Portal Accessibility
Comprehensive accessibility audit and user testing with diverse patient populations. Implemented WCAG 2.1 AA standards, increasing portal adoption among seniors by 60%.
Telehealth Platform Optimization
Ethnographic research during COVID-19 revealed critical pain points. Interface improvements reduced technical support requests by 42% and improved provider satisfaction.
Medical Records Interface
Shadowed 25 healthcare providers to understand workflow disruptions. Redesigned interface reduced documentation time by 18 minutes per patient interaction.
Case Study 4 - Spectrum: Digital Transformation and Change Management
Platform Integration Strategy
Orchestrated strategic cross-functional workshops and technical feasibility assessments for housing platform integration. Solution successfully eliminated data silos and substantially enhanced interdepartmental collaboration efficiency.
Change Management Framework
Engineered a robust change management methodology through in-depth stakeholder interviews and comprehensive workflow analysis. Framework achieved widespread staff adoption and significantly shortened training requirements during critical system transition.
Internal Workflow Transformation
Spearheaded collaborative design sessions with operations teams to reimagine internal processes. Optimized workflows substantially reduced administrative burden while notably improving employee satisfaction metrics.
Case Study 5 - AT&T: Telecom Innovation Through User-Centered Research
5G Network Onboarding
Led mixed-methods research revealing significant user confusion with technical jargon. Redesigned activation flow substantially increased successful setups and notably reduced support calls.
Enterprise Portal Redesign
Conducted stakeholder interviews and usability testing across multiple departments. New dashboard design greatly improved task completion rates for IT administrators.
Mobile App Personalization
Implemented behavioral analytics and user segmentation research. Personalized experience drove meaningful growth in monthly active users and customer satisfaction scores.
My Process: Research Management, Cross-Functional Collaboration & Education
Strategic Planning
Align research roadmaps with business objectives through stakeholder workshops and OKR mapping
Team Leadership
Mentor researchers, establish quality standards, and optimize research operations for maximum impact
Cross-functional Integration
Bridge research insights with product, engineering, and design teams through collaborative frameworks
Knowledge Transfer
Conduct training sessions and create documentation to democratize UX research across organizations
Teaching Excellence: UX Research Methods Course
Bridging Theory & Practice
Developed comprehensive UX research curriculum that connects academic foundations with real-world applications.
Workshops emphasize hands-on learning through practical exercises and live demonstrations.
- Interactive sessions on usability testing, journey mapping, and interview techniques
- Case-based learning with actual industry challenges
- Personalized feedback on research plans and protocols
Certified Scrum Master: Agile Project Leadership
Leading cross-functional teams through iterative development cycles while maintaining focus on user-centered outcomes and research-driven decisions.
Sprint Planning
Facilitate backlog refinement sessions incorporating user research insights into development priorities.
Stakeholder Alignment
Bridge communication between research, design, and engineering teams through daily standups and retrospectives.
Delivery Optimization
Track velocity metrics while ensuring quality standards and user experience goals remain paramount.
Continuous Improvement
Lead retrospectives that incorporate user feedback and research findings into process enhancements.
Contact & Resume: Let's Connect About Your UX Challenges
Get In Touch
Ready to transform your product through research-driven insights? Let's discuss how strategic UX research can drive your business goals.
Email: Jarrett.jackson@yahoo.com
Download Resume
Complete portfolio and detailed case studies available upon request. Resume includes comprehensive project outcomes and methodologies.
Research-Driven UX Leadership: 10+ Years of Transforming Industries