Eustace Brightlingsea-Agyapong

Plan and run 3–4 studies per quarter for a logistics dispatch platform used by 1,800 carriers, covering interviews, moderated usability tests, card sorts, and diary studies. Moderated 70+ remote usability sessions on the carrier onboarding flow; findings drove a redesign that raised first-try task success from 61% to 83% and cut onboarding support tickets by 31%. Built a Dovetail research repository with 400+ tagged insights and a shared taxonomy; adoption grew to 4 product squads and 35 weekly viewers. Designed and analyzed a 1,100-response in-app survey (Qualtrics) on load-board search; segmented results by fleet size to prioritize 3 filter improvements on the roadmap. Partnered with 2 product designers to run weekly Figma prototype tests, shortening the design validation cycle from 3 weeks to 8 days. Recruited and screened 150+ participants through User Interviews and the customer success team; created reusable screeners and consent templates. Present monthly research readouts to product, engineering, and support leads, each with clear recommendations and an owner for every action item.

Ran 28 contextual interviews with patients and front-desk staff to map the online appointment and check-in journey across 6 clinics. Produced a service blueprint and journey map that exposed 5 drop-off points; the team fixed 3, reducing abandoned online check-ins by 18%. Conducted accessibility reviews of the patient portal against WCAG 2.1 AA and logged 46 issues with severity ratings for the dev team. Synthesized findings with affinity mapping in Miro and wrote a 12-page insights report shared with the VP of Patient Experience.

Ran 60+ lab sessions on attention and interface clutter using eye tracking (Tobii Pro) and think-aloud protocols. Cleaned and analyzed experiment data in R and SPSS (ANOVA, regression, t-tests); co-authored a poster at the HFES Annual Meeting 2023. Wrote IRB protocols and managed participant scheduling for a pool of 300 undergraduate volunteers.

GPA 3.8/4.0, Magna Cum Laude. Coursework: Research Methods, Cognitive Psychology, Human-Computer Interaction, Statistics, Survey Design, Interaction Design