Abby Burns
Senior User Researcher @Beam
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WORK HISTORY
Senior User Researcher @Beam
Beam is a social enterprise bringing AI to welfare services, trusted by over 100 government partners. Enabled by tech and AI, our expert caseworkers have supported thousands of underserved people into homes and jobs, while our software has slashed admin for thousands of frontline workers.I established Beam’s first user research function, creating the foundations for evidence-based decision making across product, AI, and strategy.
EDUCATION
Victoria University of Wellington
Bachelor of Design Innovation, Culture + Context / Design for Social Innovation
Massey University
Bachelor of Communication, Marketing Communication
SKILLS
ABOUT ABBY BURNS
I’m an experienced service designer and user researcher who works collaboratively with teams to make sense of complex environments and turn evidence into clear strategy and meaningful change.My work spans public services, social impact and technology, often in high-ambiguity, multi-stakeholder settings. I’ve led research and design across the full lifecycle, from discovery and sense-making through to delivery, including building research and design practices, improving critical public services, and shaping product and AI strategy through deep engagement with users and frontline practitioners.I’m known for breaking down complex problems, aligning diverse perspectives, and creating momentum through open, practical ways of working. I bring a strong service design lens, and use storytelling and visualisation to help teams build confidence in evidence-led decision making and explore new ways of working.I’m currently based in London and preparing to return to Aotearoa New Zealand. I’ll be looking for new opportunities in the new year, particularly roles where thoughtful design and research can support meaningful, real-world change.
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