Hi, I'm Kim, UX research lead working remotely from the mountains of Sweden.
Quality UX research
With over 9 years of experience in UX research (and Service design, and UX design, as UX is broader than only research) I feel confident answering your research question (or help you formulate one) to make your product a better one.
Research OPS
Helped 15+ designers at a tech start up, to increase their research quality and frequency by applying the 6 pillars of ResearchOPS. Enabling the company to become more user focussed.
Empower
I support teams and individuals in their journey to thrive and exceed their goals within UX. Externally I teach regularly at schools, and speak on tech events.
career
Goodnotes
Fully remote, HQ in Hong Kong, Jan 2022- Jul 2024Goodnotes is a digital note-taking app that allows users to create, organize, and annotate handwritten and typed notes on their devices. It won the Apple Store Award in 2022 for its innovative features like handwriting recognition and great user experience. Now, Goodnotes is helping schools go paperless by introducing Goodnotes Classroom, a tool designed for educational environments.
Highlights of working at Goodnotes
It was such a pleasure to help such motivated UX designers to conduct better research both in quality and quantity, and see them drive impact within the whole company. It was an honour to receive the Apple Store Award in 2022.
During my time I have been part of multiple cross functional teams, from the core product to help establish a new business area: Goodnotes Classroom🔗.
At this company I could use the knowledge of my AI bachelor, making smarter yet userfriendly products. The biggest challenges were doing research on new AI driven ideas (but the wizzard of oz technique makes any research possible).
Research initiative at Goodnotes
Enabeling UX research in a remote company, resulting in more user centered design and increased quality of research
Improving the onboarding in the app using a diary study, resulting in an increased sign up rate
Help Goodnotes understand how students prepare for exams using a diary study, resulting in new features to help students study
Conducting qualitative interviews to understand how teachers grade, resulting in the development of Goodnotes classroom
Understanding the purchase motivations of users in Goodnotes marketplace by using mixed methods of in app surveys and unmoderated video interviews
Spotify
Stockholm (and remote), Jan 2019- nov 2021Spotify is a global music streaming service that provides users with access to millions of songs, podcasts, and videos, offering both free ad-supported and premium subscription options.
Highlights of working at Spotify
What an oppertunity to work at a company where there are almost 100 UX researchers working, and they have a whole team focussing on Research OPS. I learned so much from our weekly research crit, research sharing, and feedbacking my collegues. I mentored more junior researchers, while I got mentored by more senior user researchers.
Working at Spotify comes with an advantage (massive user database) and challenges (massive insights), that I learned to navigate.
I arrived as a consultant in a tribe without UX, where me and my 3 (new) collegues set up UX research and design within this team. Eventually I have worked on improving the cusomter support experience, improving the onboarding experience and improving the radio experience.
Research initiatives at Spotify
Lowering the contact rate, while increasing the CSAT score by introducing a chatbot to the support page, using mixed methods
Introducing customer support into the app, using design sprints
Help the spotify stations team understanding 'low-effort' listening behaviour, by conducting diary study.
Improving the onboarding experience on the Spotify app, by usability studies, increasing new sign ups.
Consulting
Stockholm (and a bit in Oslo and Munich), Sept 2015- nov 2021Collected years of experience at the consultancies Netlight and Magic (by iStone), where work primarily focused on UX research projects but sometimes included Service & UX design. Netlight Consulting is a global IT and management consulting firm that provides digital transformation, software development, and business strategy solutions across various industries. Magic by iStone, now part of Columbus, focused on creating intuitive and user-friendly interfaces to optimize business processes and enhance operational efficiency for companies.
Highlights of being a consultant
Consulting allowed me to work across various industries, from small projects (helping websites to optimize) to large-scale initiatives (building new software from scratch), expanding my expertise in different fields. Each project offered new challenges, helping me grow as a UX researcher.
Public speaking on different locations in Europa became a key part of my role, driving the importance of good UX and research. Additionally, I established a UX research community within the company, fostering collaboration and continuous learning among consultants.
UX projects as a consultant
Creating a POC for a medical company, exploring how they can help their employees, ethographic research.
Service design for a finance or a big archiculture company, conducting mixed methods including ethographric research to help farmers with their finances.
Service design for a big car repair chain, understanding how mechanics order and repair cars and improving their workflow inmensely.
Methodologies
Diary studies
Qualitative interviews
Card sorting
Ethnograpic field studies
Usability testing
Eye tracking
Surveys
Analytics
Including mixed methods other methods...
Moderated / Unmoderated / On site in lab / Remote
Overview
Experience
Lead UX researcher
Goodnotes
2021-2024
UX researcher
Spotify
2019-2021
UX consultant
Netlight consulting
2017-2021
Service designer consultant
Magic consulting
2015-2017
Industries
EdTech
Music
Pharmacy
Telecom
FinTech
Archiculture
Automotive
E-commerce (B2B, B2C)
Education
MSc. Human Computer Interaction, Uppsala university
BSc. Artificial Intelligence, Radboud university Nijmegen
Courses
Information architecture @ Nielsen Norman
Omnichannel journeys @ Nielsen Norman
Genuine leadership @ Netlight
Power Shift @ Active Voice
Get in touch at kimfeenstrakuiper@gmail.com