Jocelyn Bergen

About Jocelyn Bergen

Having managed a wide range of UX and related projects, I play several roles as a researcher and interaction designer: learning client goals and audience needs through interviews and workshops, auditing current sites or processes, synthesizing to recommend content strategy, creating information architecture and task flow wireframes, and managing relationships with strategists, visual designers, developers, copywriters, and SEO experts. I have hands-on expertise in graphic design, typography, and interaction design, plus a strong knowledge of development, so I\'m able to speak the language of all team members. This perspective helps me creatively resolve the challenges that arise. I\'m grounded in more than 20 years of fast-paced experience. Projects include: • Intuit QuickBooks Online, Payments, Payroll - Working with Tangible UX, I managed multiple audits and studies, interviewing stakeholders and customers, documenting extensive workflows, and rolling up findings into concise, actionable recommendations. Some projects included prototyping new flows such as product choosers, purchase pathways, and resource websites. • Intuit Relationship Management - With Tangible, I led the research for an audit of customer email communications, reviewing thousands of emails, interviewing 45 participants, and helping art direct the findings presented in compelling large-format posters and infographics. • Intuit QuickBooks Risk Management - With Tangible, I performed a deep customer experience audit for a variety of use cases of Payments customers, working with staff and interviewing customers, and helped create actionable deliverables from the findings to improve the customer experience of applying for the service. • Capital One - With Tangible, I audited several customer pathways for small business checking accounts, presenting detailed screen-by-screen documentation in order to inform improvements to user experience on several sites. • State Library of California midlife website – This complex, multi-year project required exacting scope management and organization to handle 50+ pages and a resource database on the Drupal platform. I train clients, providing empathetic instruction, clear documentation, and ongoing support. I am an articulate presenter, able to effectively collaborate and communicate in both conference call and conference room. Specialties: IxD, IA, Audits, Interviewing, Training

Experience

1. Ux Researcher and Designer

   Tomorrow Partners

   Sep 2023 — Present

   Requirements gathering, qualitative research, synthesis, and systems design for a long-term project.

Education

• University of California, Berkeley

  BA, English, Fine Art Practice

• The Taft School

  High School

• Polytechnic School

  High School