Skills & Tools

Research:

Design:

Experience:

User Experience (UX). Customer Experience (CX). Employee Experience (EX)

UX Research. Market Research. VOC. User Analytics. Research Ops. Generative Research. Exploratory Research. Qualitative Research. Quantitative Research. User Interviews. Focus Groups. Diary Studies. Concept Testing. Card Sorting. Tree Testing. Usability Testing. Survey. Expert Reviews. Heuristic Evaluation. Acceptance Testing. User Stories. Empathy Maps. Journey Maps. Personas. Participants Management. Research Libraries

Qualtrics. SurveyMonkey. TypeForm. Medallia. Optimal Workshop. UserTesting. UserInterviews. Maze. FullStory. Dovetail.

Data:

Data Analysis. Data Synthesis. Statistics. Data Visualization. AI. ML

Hotjar. CrazyEgg. Google Analytics. Mixpanel. Tableau. SPSS. Python. R. Excel

UX/UI Design. Information Architecture (IA). Wireframing. Prototyping. Design Systems. Accessibility. Equity

Figma. Adobe XD. Sketch. InVision. Adobe Photoshop. Adobe Illustrator

Management:

Design Thinking Workshops. Gamification. Stakeholders Management. Project Management. Product Management. Team Leadership. Mentoring. Agile. Scrum. Kanban

Confluence. Jira. Notion. Smartsheet. Trello.

Experience

UX Research Consultant

· Assist various companies, such as AccuWeather, Canada Goose, and Omnix, in enhancing their products and user experiences by gathering valuable insights into user behavior, preferences, and pain points.

· Develop comprehensive research guides, collecting and analyzing data through unmoderated and moderated usability tests, persona studies, user interviews, and surveys, and producing detailed reports with actionable recommendations.

Head of UX Research

October, 2023 - Present

May, 2019 - September, 2023

· Built a UX research team and advocated for the users of the country's biggest and most used digital bank that received various prestigious honors, including the Best Consumer Digital Bank 2022 in the world and Best User Experience (UX) Design 2023 in Central and Eastern Europe by Global Finance.

· Mentored and coached the UX research team, fostered a continuous learning and innovation culture, and maintained employee satisfaction at 95% or higher.

· Established the UX lab and implemented a centralized UX research repository that enabled the socialization of research insights across the company and resulted in a substantial boost in customer satisfaction and a decrease in churn rates.

· Built UX research operations and an internal UX research platform to automate registration and participation in user research studies, and improved participant recruiting time.

September, 2018 - May, 2019

Senior UX Researcher

· As the first UX research hire, evangelized UX research at all levels of the organization and grew the awareness of research methodologies and usage best practices at different stages of the product development process.

· Collaborated with various business stakeholders and agile squads to understand the needs, behaviors, and motivations of end-users and shape product and design strategies, resulting in a 46% increase in conversion rates.

· Determined and implemented UX metrics and measurement tools in collaboration with product managers, UX designers, UX writers, and data analysts, enhancing the evaluation and optimization of BOG B2C and B2B digital banking products.

March, 2017 - September, 2018

UX Researcher

· Successfully introduced UX research practices to the organization at every level by guiding agile teams through the entire product development lifecycle, addressing all user-related questions, and providing actionable customer insights.

· Conducted exploratory and evaluative research studies, user interviews, usability testing, A/B testing, and surveys throughout the whole redesign process of the website, and increased NPS.

· Analysed user behavior data using tools like Hotjar, CrazyEgg, and Google Analytics, as well as performed sentiment analysis of Voice of the Customer data, and improved conversion rates.

Freelance

United States

Tbilisi, Georgia

Bank of Georgia

Adjarabet

Tbilisi, Georgia

Sonar

Market Researcher

Tbilisi, Georgia

January, 2014 - August, 2016

· Conducted focus groups, diary studies, field research, desirability studies, and surveys and consulted local and international business clients to improve their marketing activities, sales, and business processes.

Bank of Georgia

Tbilisi, Georgia

Teaching Experience

Tbilisi School of Communications

UX Research Lecturer

Tbilisi, Georgia

April, 2021 - June, 2022

· Developed a syllabus for a course in UX Research & Design from scratch and delivered lectures covering the fundamentals of UX, various UX research methodologies, data analysis techniques, statistical analysis methods, etc.

· Received an average score of 9.8 out of 10.0 on final course assessments across all criteria, including satisfaction with course materials, and lecture delivery techniques, for all three delivered classes.

Education

Tbilisi State University

MSc in Work and Organizational Psychology

BSc in Psychology

2016 - 2019

2011 - 2015

Courses and Certificates

NN/g • UX Research and Management

scrum.org • Professional Scrum™ with User Experience I (PSU I)

Product School • Product Strategy Micro-Certification

GOOGLE • UX Design Professional Certificate

Kaggle • Programming and Python

Interaction Design Foundation • Multiple Certificates in UX Research and Design