SENIOR USER RESEARCHER · DIGITAL STRATEGIST

I turn messy human questions into decisions teams can actually use.

I'm Heather, and I specialize in helping teams frame the right questions, uncover patterns in the evidence, and translate insights into real action.

SELECTED WORKS

Transforming research into bold impact

project thumbnail "dfat"

MIXED METHODS RESEARCH

Improving user access to digital government services

An international research project for the Australian government that improved a fragmented digital ecosystem

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PRODUCT RESEARCH

Turning bookkeeper frustration into an actionable product roadmap

Building a research-driven culture inside a product team: insights walls, emotion mapping, and findings that directly shaped the roadmap

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END-TO-END DISCOVERY & DESIGN

Shipping the NFL's game-day platform in 3 months

Led discovery research and design across seven user roles in three months — embedding research directly into a fast-moving dev team

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  • Heather's got a real knack for people. She picked up on insights from certain words they used, body language, or how people expressed themselves. A lot of people are kinda blind to the things that are obvious to Heather.

    Jonny, Principal Design Consultant

  • A great communicator is a rare commodity and Heather is a brilliant communicator with exceptional interpersonal skills on top of her technical knowledge and capability. She is one of the most experienced strategic UX thinkers I have ever worked with.

    James, Design Lead

  • I have worked with many designers before, and it's very hard to find someone who gets the big picture and approaches a research project like Heather does.

    Anju, Delivery Lead

ABOUT ME

Give me a fuzzy problem, competing priorities,
and watch me work

Over 10+ years, I’ve learned how to turn interviews, market signals, stakeholder tension, and messy human behavior into language teams can actually use. My work sits between research, strategy, and storytelling — translating what users need into tangible insights organizations can act on.


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MY CAPABILITIES

The common pattern? Making research easier to act on