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          Heather Wright Karlson

UX Researcher & Strategist 

With 10+ years of experience, I specialize in untangling complex enterprise challenges, transforming ambiguous problems into actionable insights that guide strategic initiatives.

Based in Boston/Remote 

Skillset 

Through experience in a variety of environments, I've acquired a versatile skillset that enables me to approach challenges from multiple perspectives, balancing both high-level and detailed views.

UX RESEARCH

  • Discovery & Strategic Research

  • Multi-method Study Design

  • Contextual Inquiry

  • Enterprise User Testing

  • Research Operations

UX STRATEGY

  • Research Framework Development

  • Stakeholder Alignment

  • Experience Measurement

  • Change Management

  • Digital Transformation

LEADERSHIP

  • Research Team Mentorship

  • Cross-functional Collaboration

  • Workshop Facilitation

  • Strategic Communications

  • Process Optimization

Experience

Organizations I've conducted research for 

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Featured Project 

Zero to One: Scaling Enterprise Feedback

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Transforming how a Fortune 500 insurer listened to clients, achieving 90% statistical confidence in experience metrics within 90 days.

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Image of Enterprise Portal screens

Areas of Expertise

Strategy

My work includes untangling complex business challenges into actionable research initiatives that drive measurable outcomes and strategic change.

Collaboration

Focusing on building cross-functional partnerships I build frameworks that enable organizations to make evidence-based decisions at scale.

Research

I specialize in designing innovative mixed-methods approaches that balance rigorous methodology with enterprise constraints.

Impact 

Demonstrated track record of driving organizational change through strategic research initiatives across enterprise and consulting environments.

Enterprise Research Innovation 

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  • Established first data-driven UX framework for $100M portal, transforming ad hoc feedback into statistical measurement tracking 3,150+ monthly users including 1,500+ clients

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  • Pioneered integrated executive reporting framework combining experience metrics with change management data across 30 team members to create unified view of transformation impact

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  • Led 20 in-depth user sessions for enterprise-wide vision project, using iterative prototypes to validate future-state solutions

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Knowledge and Processes  

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  • Synthesized complex insights across 20 systems and 13 roles to create comprehensive digital knowledge hub for enterprise-wide flood assessment

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  • Led 40+ UX research engagements across diverse sectors, delivering strategic recommendations that shaped product roadmaps from startups to Fortune 500s

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  • Conducted 2-year research program for new market category product, translating field study insights into actionable requirements through cross-functional collaboration

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Research Leadership & Community Building ​

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  • Mentored 21 Research Associates over 6 years, teaching research methodologies while maintaining successful project delivery

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  • Created and led UX Center's first blog program, resulting in 52 published articles that strengthened professional portfolios and industry expertise

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  • Achieved recognition in top 30% of Global Mentors on ADPList while advancing research practice through conference presentations and published articles

Toolbox

These are tools I utilize regularly

Honing my craft, increasing efficiency, and quality requires me to always be open to learning and experimenting to utilize technology to optimize research.

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FigJam

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Featured Writing & Speaking

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Why a UX Metrics Menu Helps Align Business and Research for Impact (and How to Create Your Own)

A framework for accelerating research implementation through strategic metrics alignment.

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Development of an Experience Scorecard, World Usability Congress (2020) 

Innovative approach combining usability, emotional, design, and brand metrics to measure customer experience.

Endorsements

What people say about working with me 

Heather's ability to understand user needs and translate them into actionable insights is unparalleled.​

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Heather is expert at translating very complex, scientific concepts and techniques to simple, relatable concepts to Marketing, Insights, and Engineering staff, as well as, consumers.

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Laurie Lucchina, PhD

·UX Researcher, Technical Lead, R&D​​​​​​​

 

Heather has a unique ability to come up with ideas that are both creative and practical.
 

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Lena Dmitrieva
Senior UX Consultant 

Education

M.S.
Human Factors in Information Design 

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M.Ed.
Curriculum and Instruction

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B.A.
Photography and Writing

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Certificates

Prosci Change Practitioner Certification Logo

Prosci Certified Change Practicioner 

IBM Design Thinking Practicioner

IBM Enterprise Design Thinking Practitioner

Let's Connect!

          Heather Wright Karlson

UX Researcher & Strategist
 

© 2025 Heather Wright  Karlson 

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