PROFESSIONAL EXPERIENCE

Resume.

Elizabeth G. Kaufer · Philadelphia, PA · e.g.kaufer@gmail.com · 585-414-6142

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Algolia

Staff User Researcher (L5)October 2022 – Present

Algolia is an API-based B2B search and discovery platform.

  • Lead research for Optimization (2025-2026), Cross-Functional (2024-2025), and Growth (2022-2024). Advise product leaders on strategy based on research insights.
  • Led 30+ mixed-methods studies spanning product strategy, foundational research, quantitative surveys, and emerging AI experiences, including:
  • Led a six-part mixed-methods program to evaluate a proposed Dashboard information architecture, combining content research, card sorting, tree testing, and usability testing with 300+ customers; used quantitative analysis to inform recommendations.
  • Led a company-wide Jobs to Be Done research program using unmoderated interviews and surveys (n=92); developed reusable customer frameworks incorporated into PM onboarding, product requirements, and Jira user stories.
  • Led foundational research on personas (n=1,200), customer journeys (n=42), and optimization goals (n=100); goal research informed product KPI frameworks and prioritization decisions.
  • Led research for an emerging GenAI Toolkit, combining quantitative AI-features research (~80 participants) with qualitative investigation to inform use cases, product naming, roadmap priorities, and API design.
  • Created two Customer Advisory Board programs with high-profile enterprise customers, with 8 focus group sessions, to gather early insights on new product developments.
  • Partnered with Content Marketing to translate original customer research into public reports on search optimization and retail media, supporting thought leadership and multi-channel marketing campaigns.
  • Combined surveys, unmoderated concept testing, usability research, and interviews to refine optimization workflows and suggested-action content; research also contributed to improvements in comprehension, task completion, and feature adoption.

Twilio

User Researcher, Staff (L4)March 2022 – October 2022
User Researcher (L3)April 2021 – March 2022

Twilio is an API-based B2B communications platform.

  • Collaborated on cross-disciplinary teams, including Product, Design, Engineering, Support, and Developer Education to launch new products, implement new features, and define product strategy.
  • Conducted 10 mixed method research studies including:
  • Multi-part longitudinal pilot for Twilio Regions, incorporating interviews, documentation research, and benchmarking. Results identified a new API to add to our product roadmap, UI improvements, documentation gaps, and defined strategies for successful pilots.
  • Quantitative analyses and gap analysis, which defined our localization strategy for content, design, and engineering teams.
  • Usability testing on wireframes and documentation; 100% of recommendations incorporated directly into product requirements for product launch.
  • Generative research interviews and card sort study to identify customer mental models for new product launches.
  • Designed and facilitated workshops with internal stakeholders to synthesize existing research, align multiple teams, and iterate on new features.
  • Evolved content research at Twilio through novel research methods and creation of research guides. Findings used to build out documentation strategy for Twilio Regions and improve UI microcopy.
  • Established user research process for the Global team; strong performance unlocked additional headcount for Global user research. Forged new relationships across R&D and GTM to enable ongoing collection of customer feedback and support team enablement for Twilio Regions.

Ad Hoc LLC

UX Research LeadMarch 2020 – March 2022
Senior UX ResearcherJanuary 2020 – March 2020
UX ResearcherApril 2018 – December 2019

Ad Hoc LLC is a federal contractor that delivers government digital services.

  • Led UX strategy, content strategy, and ResearchOps to create a unified platform for API products serving 142 healthcare applications and 1 million+ beneficiaries for Centers for Medicare & Medicaid (CMS).
  • Led 12 mixed method research studies to document user needs and validate redesigned services.
  • Conducted remote interviews to identify new API features, documentation improvements, and create an API versioning strategy.
  • Conducted moderated/unmoderated usability testing to recommend improvements and define requirements for CMS’ online data collection and reporting.
  • Ran content audits, analyzed support tickets, and system metrics to create a new API platform.
  • Generated stakeholder buy-in for UX through impactful deliverables (diagrams, user journeys, posters, reports, presentations) and workshops.
  • Managed stakeholder relationships across multiple government contracts and advocate for UX within government agencies. Worked in an Agile environment.
  • Spearheaded internal practice improvement by writing 11 research guides, defining research processes, and mentoring team members.

LiquidHub

Senior UX Research ConsultantSeptember 2017 – April 2018
Design Research ConsultantDecember 2015 – September 2017
LiquidHub (formerly Electronic Ink)

LiquidHub is a consulting firm that offers UX and software development.

  • Led 10 research projects for Fortune 500 clients in automotive, telecommunications, social media, hospitality, utilities, and financial services industries, including Johnson & Johnson, Facebook, Ford/Lincoln, Penske, and Philadelphia Gas Works.
  • Conducted eye tracking usability tests on consumer-facing and enterprise products.
  • Conducted field research, including stakeholder and user interviews, contextual inquiries, and workshop facilitation with stakeholders.
  • Gathered user requirements, system constraints, and UI specifications. Validated recommended solutions through user research, including surveys.
  • Analyzed and synthesized research findings using journey mapping, affinity diagramming, and collaborative whiteboarding sessions to identify key insights and solutions.
  • Delivered research findings and recommendations to clients and internal stakeholders through presentations, reports, annotated screenshots and wireframes, highlight videos, user journey maps, design mock-ups and other data visualization methods.

Education

University of Oxford2015
MSc in Social Science of the Internet · Oxford Internet Institute

Thesis: The Effect of Survey Design on Data Quality in Academic Studies on Amazon Mechanical Turk

Pratt Institute2014
MSLIS in Library & Information Science · School of Library and Information Science
User Experience Concentration, with Distinction
Williams College2010
Bachelor of Arts in Art History, Cum Laude

UX skills

Strategy & Leadership

Research Strategy · Foundational Research · Jobs to Be Done · ResearchOps · Cross-Functional Collaboration · Stakeholder Workshops

Research Methods

Mixed-Methods Research · Qualitative Interviews · Surveys & Quantitative Analysis · Usability Testing · Concept Testing · Card Sorting & Tree Testing · Journey Mapping

Specialized Expertise

AI Product Research · Information Architecture · Developer Experience Research · Content Research & Strategy · Customer Advisory Boards