Heather Wright Karlson
UX Researcher & Strategist
I specialize in untangling complex enterprise challenges, transforming ambiguous problems into actionable insights that guide strategic initiatives.
heatherwrightkarlson@gmail.com
978-505-1761
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
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Discovery & Strategic Research
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Multi-method Study Design
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Contextual Inquiry
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Enterprise User Testing
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Research Operations
UX STRATEGY
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Research Framework Development
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Stakeholder Alignment
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Experience Measurement
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Change Management
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Digital Transformation
LEADERSHIP
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Research Team Mentorship
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Cross-functional Collaboration
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Workshop Facilitation
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Strategic Communications
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Process Optimization
Experience
Organizations I've conducted research for
Areas of Expertise
Strategy
Transforming complex business challenges into actionable research initiatives that drive measurable outcomes and strategic change.
Collaboration
Building cross-functional partnerships and frameworks that enable organizations to make evidence-based decisions at scale.
Research
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 and increasing efficiency and quality requires me to always be open to learning and experimenting to utilize technology to optimize research.
FigJam
Featured Writing & Speaking
Classic Title
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.
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.​
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.
Heather has a unique ability to come up with ideas that are both creative and practical.
Lena Dmitrieva
Senior UX Consultant
Education
M.S.
Human Factors in Information Design
M.Ed.
Curriculum and Instruction
B.A.
Photography and Writing
Certificates
Prosci Certified Change Practicioner
