Speaker World Usability Congress c20

Heather Wright Karlson

UX Consultant, Bentley University

Heather is passionate about using a variety of formative and summative research methods to improve technology, services, and products. From interviews and usability studies, to ethnography, wireframes, and prototypes, Heather’s work has informed and improved the design of systems, interfaces, products, and services leading to better experiences across industries.

She has worked with a wide range of stakeholders including: financial services, e-commerce, education, medical, transportation, retail, insurance, and technology to improve both customer facing and  internal facing systems. When identifying and communicating areas for improvement to clients she is focused on articulating a narrative and making actionable recommendations to help clients reach their UX goals. Previous clients have spanned across industries and included TIAA, Biogen Idec, TJX, Boston Scientific, Citizens Bank, Keurig Green Mountain, Drinkworks among others.

Heather holds a Master of Science in Human Factors in Information Design from Bentley University, a Master of Education in Curriculum and Instruction from the University of Massachusetts, and a Bachelor’s of Arts in Individualized Study from the Gallatin School at New York University.

Heather is a member of the User Experience Professionals Association and BostonCHI, and the Boston area chapter of SIGCHI. In addition to client projects, Heather’s research interests include usability and the aging population and well as UX research tools. Look for her on twitter @uxheat.


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