Li Wen Huang

About Li Wen Huang

Proven and experienced digital strategist, user experience and user research expert. Developed successful digital usability process utilizing external resources. Expanded user research capabilities & methodologies for the organization and adapted processes for agile design & development processes. Experienced in mixed and multi-methods UX research including journey mapping, needs assessment, iterative exploratory design, design concepts, diary studies, ethnography, tree tests, card sorts, surveys, moderated and unmoderated usability, quick turn methods, design thinking, behavior economics principles/persuasive design, and accessibility testing. Developed customer experience analysis program to understand strengths and opportunities to improve existing digital assets. Created online voice of the customer program which is shared across the organization. Trained staff to support and manage VoC and research tools. Serve as consultant and SME, identifying appropriate research methods and supporting teams on successful completion. Strengths include ability to analyze and synthesize data from multiple sources (web analytics, voice of the customer, usability, replays, etc) to provide insights, and actionable tactics; relationship management; creative problem solving; attention to details while maintaining overall business vision; balancing the limitations of budget, staff resources, and company priorities; prioritizing tasks and goals; and setting strategies for short-term and long-term project success. Proficient at leading and managing diverse teams including technical and non-technical staff as well as working with technology and user research vendors. Excellent customer service and verbal and written communication skills. Presented at multiple conferences, most recently at UXPA 2023 & 2024-one of the highest rated presenters. Comfortable working with senior leadership and collaborating with multiple stakeholders to create and achieve goals and vision.Specialties: • Online Strategy Development• Data synthesis and analysis• Digital customer experience• Usability Principles for Mobile & Web• Planning and Managing User Research Projects and Vendors• Voice of the Customer Analysis and Tactics• Creative Problem-solving• Knowledge of digital technologies, functionality, trends, and benchmarks• Win-Win Negotiations Skills• Excellent presentation Skills• Resource Management, Planning & Budgets• Proposal Development• Market Research and Analysis• Financial Analysis• Strong Written and Verbal Communication

Experience

1. Principal, User Experience Research, Consumer Insights

   Discover

   Jan 2017 — Present · Riverwoods, IL, US

   Launched and managed Discover’s user experience research lab in our downtown office; converted all research to remote sessions during COVID, while maintaining real-time collaboration• Managed and mentored the UX research team to ensure we have clear research objectives and provide actionable insights that drive the business forward; successfully presented a UX research vision that builds internal capabilities including new hires to expand our ability to support all business lines and ensure high quality results• Support and guide multiple business lines in UX best practices and oversee usability and UX research including digital ethnography/diary studies, card sorting, design concept testing, design sprints, quantitative and qualitative usability, design thinking workshops and rapid iterative exploratory research• Created ongoing digital “health” tracker and scorecard for Card and Bank, by synthesizing data from multiple sources (monthly brand health surveys, digital analytics, syndicated research, and custom research).• In collaboration with behavior economics expert, incorporate behavior economics principles to improve performance and conversion while adhering to rules and regulations related to fair lending & finance• Experience presenting and working with all levels of leadership, including C-suite executives

Education

• Northwestern University

  MA, Theater

  1993 — 1995

• The Johns Hopkins University

  BA, Writing Seminars

  1987 — 1991

Skills

• Relationship Management
• Resource Management
• Market Research
• Usability
• Financial Analysis
• Benchmarking
• Analysis
• Usability Testing
• Analytics
• Customer Experience Analysis
• Executive Presentation Skills
• Web Project Management
• Vendor Management
• Voice of the Customer Analysis
• E-Commerce
• Social Media
• Web Marketing
• Expert Presentation Skills
• Project Management
• Employee Management
• Management
• Information Architecture
• Web Development
• Product Management
• Marketing
• Creative Solutions
• Web Design
• Requirements Analysis
• Contract Negotiation
• Creative Direction
• Web Analytics
• Integrated Marketing
• Email Marketing
• Web Strategy
• Proposal Writing
• Project Planning