Experience:
Google, Kirkland, WA
User Researcher
4/20 – Present
-Studied Duo users internationally
-Foundational and applied research on video calling experiences for different user archetypes
-Helped inform 2021 visioning work for new product development

Amazon, Seattle, WA
Sr. User Researcher
12/18 – 4/20
F3 Design Team
-Conducted usability studies on Fresh and Whole Foods Market Experiences.
-Generative research on new products and services, including managing several-months long trials with trialists, conducting both Customer Experience/Satisfaction surveys and in-depth interviews.
-Presented findings to key stakeholders, including senior leadership.
-Used insights to support launch of new customer experiences for Fresh customers.

Deloitte Digital, Seattle, WA
Research Manager
10/13 – 12/18
-Support approximately 20+ paid projects and 18+ pursuits a year.
-Support sales & projects totaling over $1.8M in revenue annually.
-Manage researchers, data scientists, and designers to turn research into insightful, actionable, storytelling documents such as recommendations, reports, white papers, and blog posts.
-Analyze qualitative and quantitative social media & digital data to uncover top themes, perceptions, audiences, and competitors for brands, companies, and organizations.
-Lead the execution and design of client research projects.
-Manage projects to ensure quality, accuracy, depth of insights, and timely completion of deliverables.
-Analyze large sets of unstructured data using various social media listening and content management platforms to develop actionable insights for client market research.
-Develop effective pitch decks and Request For Proposals.
-Track and report marketing analytics, Internet trends, site features, and best practices to agency staff or clients.
-Lead training with both internal staff and clients on insight development.

Banyan Branch, Seattle, WA
Senior Research Analyst
11/12 – 10/13 (acquired by Deloitte)
-Work with companies to determine key challenges, develop research approach, and answer tough marketing challenge.
-Analyze data using various social media listening and content management platforms.
-Prepare landscape and monthly social media reports, present findings to clients.

University of Washington, Professional & Continuing Education, Seattle, WA
Marketing Communications Specialist
11/11 – 2/13
-Coordinate with multiple academic programs and departments to determine marketing goals.
-Develop and manage marketing action plans for clients including graduate degrees, Dean of College of Education, international programs.
-Published 15 testimonials for website, three articles for newsletter or blog in less than ten months.
-Work with partners in other departments, schools, and UW campuses to design and develop materials to help promote their programs. Includes websites, brochures, letters, and outreach to industry organizations.

Blueocean Market Intelligence, Issaquah, WA
Research Executive
11/10 – 11/11
Project: Microsoft Customer Service and Support
-Used quantitative and qualitative social media data to analyze user experience of numerous Microsoft products. Tracked pain points, sentiment, tone. Identified developing user problems, recommended solutions.
-Reviewed multiple daily/weekly reports for content and language, published within in an hour of receipt.
-Managed international team on report development, delivery.

SPIE, Bellingham, WA
Editor
08/04 – 11/10
-Developed feature-length articles for SPIE Professional and for SPIE Newsroom on technologies ranging from photovoltaic fabric to agrophotonics to technology trends in automobiles. Uploaded and edited XML, online copy of articles.
-Worked with international members from education, research, and manufacturing sectors.
-Researched, produced, created multi-media podcasts on new technologies and their applications.
-Project managed textbooks, ebooks, podcasts, nine webcast lecture series. Won SPIE Brightest Star Award for work on webcast series.
-Chaired Wellness Committee, organizing events such as game days, guest speakers, lunchtime sports. Organized company-wide Art Show and Silent Auction to support Mother Baby Center; raised $8,000.

Woodland Park Zoo, Seattle, WA
Education Research Assistant
06/09 – 12/10
-Used semiformal interviews, participant observation, time trials, mapping, sentiment scoring, other instruments to record visitor experience, learning and engagement at zoo’s gorilla exhibit. Analyzed quantitative and qualitative data using SPSS.
-Presented research to staff, zoo donors, and at academic conferences.
-Surveyed visitors about experience, learning at flamingo exhibit. Supervised high school volunteers while conducting surveys.
-Researched, wrote original animal fact sheets for meerkats and tree shrews using zoo’s web styleguide.

Silicon Valley Research Group, San Jose, CA
Market Analyst
09/10 – 11/10
-Compiled survey data of IT executives from multiple U.S. companies, identified purchasing and product trends, economic outlook, perspectives on cloud computing.
-Created white papers, PowerPoint presentations, press releases, social media announcements based on results.

Sustainable Fisheries Foundation, Snohomish, WA
Business & Administrative Assistant
4/10 – 11/10
-Entered and tracked budget for 2011 American Fisheries Society Annual Meeting. Created monthly financial reports for CEO.
-Created marketing materials for non-profit organizations collaborating with company, including Engineers Without Borders and 2011 American Fisheries Society Annual Meeting.

Plexipixel, Seattle, WA
Social Media and Content
07/10 – 11/10
-Wrote marketing materials for both Plexipixel and multiple client projects.
-Conducted audience research for Microsoft Mix Online’s Archivist social media measuring tool. Reached out to audiences with personalized emails, product demos, requested feedback. Delivered biweekly campaign reports.
-Tracked, reported on social media engagement of Microsoft PDC 2010 conference.

Western Washington University, Bellingham, WA
Facilitator, Digital Storytelling Project
02/08 – 06/08
-Collaborated on design and development of project to teach students self-ethnography through photographs, storytelling.
-Successfully pitched research project to 20 middle school students as potential graduation project.
-Worked with students to pinpoint key focus areas for the project.
-Trained students how to use digital photography equipment and Adobe Photoshop; supervised off-campus research.
-Presented findings at academic conferences.

Western Washington University, Bellingham, WA
Teaching Assistant, Anthropology
12/07 – 12/08
-Proctored exams, tutored during office hours, graded tests, filled in on lectures for professors as needed. Assisted in Archaeology, Statistics, Anthropology in Childhood, Anthropological Theory, and Latin America courses.

Private Residence, Bellingham, WA
General Contractor/Project Manager
06/07 – 07/08
-Purchased house and oversaw moving it on to new property.
-Designed basement plan, layout of house on property. Had it signed off on by structural engineer, approved by City of Bellingham planning department.
-Solicited bids from, worked with contractors, sub-contractors. Negotiated contracts, needs and scheduling of each contractor and city.
-Obtained all necessary permits. Acted as liaison between various government offices, city utilities, neighbors, and other involved parties.
-Kept project under-budget, on-deadline.

City on a Hill Press, UCSC, Santa Cruz, CA
Copy-editor/Staff Writer
09/03 – 03/04
-Weekly periodical
-Copy-edited the entire newspaper weekly, including news briefs, features, on deadline.
-Produced two weekly stories.

Porter College, UCSC, Santa Cruz, CA
Writing Tutor
09/03 –12/03
-Tutored students on writing term papers, essays.

Education:

Western Washington University
Masters, Anthropology, December 2011
GPA: 3.93

University of California Santa Cruz
Degree: BA Anthropology, June 2004
GPA: 3.76

Awards:

• Deloitte Digital Applause Awards in 2016, 2017 for significant client contributions.
• 2011 EXPLOR Award finalist (Blueocean Market Intelligence), for Microsoft Customer Service project.
• 2009 SPIE Brightest Star Award for work on webcast lecture series.
• SPIE Newsroom won 2007/2008 Bronze and Silver EXCEL Awards for Editorial Content from the Society of National Association Publications (SNAP).

Publications

Just Wrestle: How We Evolve Through Rough & Tumble Play. Extended Abstract. Journal of Evolution and Health: Vol. 2: Iss. 3, Article 9.   https://doi.org/10.15310/2334-3591.1073  May 2018. Co-Author: Rafe Kelley, Evolve Move Play.

The Lifecycle of a Washing Machine: Transforming The Customer Experience For A Home Appliance Manufacturer. Proceedings. EPIC (Ethnography Praxis in Industry Conference). December 2017. Co-author: Jennifer Buchanan

What Business Travelers Want From Apps, and the Brands They Turn to Most. Article & Infographic. AdWeek. October 30, 2016 Lead author: Carrie Cummings

Lessons From Ancient Commerce. Summary of White Paper. Wall Street Journal. 2016. Co-authors: Mark Reuter, Angel Vaccaro.

From Pre-History to the Information Age: How Digital Brought Commerce and Service Back to the Customer. White Paper. Deloitte Digital. 2016 Co-authors: Mark Reuter, Angel Vaccaro

Digital Workplace & Culture: How enterprises can adapt and evolve to changing digital technologies. White Paper. Deloitte Digital. March, 2016 Co-authors: Jennifer Buchanan, Alicia Hatch

Informed Customer Care: The Role and Opportunity of Social to Evolve the Customer Experience. White Paper. Deloitte Digital. 2015. Co-authors: Jennifer Buchanan, Becca Ramble, Jenny Kelly, Megan Puhl, Eric Piepho, Doug Palmer

Social media analytics: What it’s good for, and what it’s not. Blog Post. Deloitte Digital Website. May 26, 2015

Moving like a kid again: an analysis of Parkour as free-form adult play. Master’s Thesis. Western Washington University. 2011

Road to the Future: New automotive technologies including photonics are about to change how and what we drive. Feature article. SPIE Newsroom. October 4, 2010

Conference Presentations

“The Lifecycle of a Washing Machine: Transforming The Customer Experience For A Home Appliance Manufacturer,” EPIC (Ethnography Praxis in Industry Conference). October 2017. Montreal QC.

“Just Wrestle: How We Evolved Through Rough And Tumble Play,” Co-presenter: Rafe Kelley, Executive Director, Evolve Move Play. Ancestral Health Society Annual Symposium. September 2017, Seattle, WA.

“Digital Workplace & Culture: How digital technologies are changing the workforce.” Eastern Sociological Society Conference. March 2016, Boston, MA.

“The Importance of Play and Parkour as a Form of Play,” International Parkour Summit, Parkour Visions, 2012, Seattle, WA.

“On the Other Side of the Glass: Measuring Informal Learning and Emotional Response to Gorillas at Woodland Park Zoo,” Society for Applied Anthropology, 2011, Seattle, WA.

“Crossing Paths: Visitor Studies at the Woodland Park Zoo Gorilla Exhibit,” Northwest Anthropological Conference, 2010, Ellensburg, WA.

“A Photographic Case Study of the Cultural Change of Land Use in Skagit County, Washington,” Northwest Anthropological Conference, 2009, Agate Beach, OR.

Session co-chair: “Visualizing Engagement, Collaboration and Inclusion: Seven Research and Applied Projects from Western Washington University,” Society for Visual Anthropology, American Anthropological Association Annual Meeting 2008, San Francisco, CA.

“A Collaborative Look at How Traceurs View, Engage With, and Redefine Their Environment,” American Anthropological Association Annual Meeting, 2008, San Francisco, CA.

“Collaborating and Connecting Through Digital Storytelling,” co-presented with Joyce Hammond and Jeffrey Jenkins, American Anthropological Association Annual Meeting, 2008, San Francisco, CA.

Invited Poster Session: Visualizing Engagement, Collaboration And Inclusion: Seven Research And Applied Projects from Western Washington University (Sponsored by SVA). Chair(s): Joyce d Hammond. Organizer(s): Joyce d Hammond, Margaret E. (Beth) Kelley. Participant(s):Joyce d Hammond, Lisa g Spicer, Grace m Bouma, Katherine g Powell, Margaret E. (Beth) Kelley, Stephanie l Button, Andrew C Holcom.

Roundtable presentation – “The Collaborative Digital Storytelling Project,” Festival of Scholarship: Celebrating Collaborative Inquiry, Western Washington University, 2008, Bellingham, WA.

“Go Play Outside: the Physical Discipline of Parkour as an Agent of Play for Young Adults,” The Association for the Study of Play 2008 Conference, Tempe, AZ.

“The Internet’s Contributions to the Discipline of Parkour,” Northwest Anthropological Conference, 2007, Pullman, WA.

Technical Skills:

Microsoft Suite 2010 including Word, Excel, PowerPoint, SharePoint, Outlook; Adobe Photoshop, Acrobat Professional 9, Photoshop, XML/HTML, Radian6, Sysomos, Ingeniux Content Management System, Adobe Dreamweaver, Blackboard, WordPress, Facebook, SEO, SPSS, Quickbooks

Other Skills:

Research, user research, design research, design thinking, cognitive mapping, visitor and audience studies, participant observation, ethnography, interviews, time coding, in-depth interviews, social media analysis, qualitative analysis, quantitative analysis, data analysis, anthropology, editing, writing, proofreading, copy-editing, online editing, communications and marketing, public relations, photography, photojournalism, photo research, web optimization, quality assurance, organization, headline writing, special projects, troubleshooting, team management, leadership.

Websites I’m Responsible For:

http://mental-flowers.com
http://TheCarolineHuetterFoundation.org