COLETTE
DI BELLA

UX AND CONSUMER RESEARCH

2022 — present, Senior UX Researcher

Conduct research for a variety of teams across lululemon including B2B, Membership, Login, Account, Product Education, Search, Content, and Guest Education.
Primarily qualitative UX research using UserTesting and UserZoom. Both moderated and unmoderated.Some quantitative survey research using UserZoom tool and panel.
Project highlight: Spearheaded content strategy research for the Product Education team. Various methodologies designed to elicit whether the features and benefits of lululemon’s products resonate with customers.

2019 — 2022, Senior Design Researcher

Lead and execute the UX research strategy for the Mortgage team including unmoderated UserTesting studies, and moderated interviews.
Research efforts for the journey included 4 squads, 4 Product Owners, 4 Interaction Designers, 2 Visual Designers, 2 Content Designers
50+ studies and over 100 interviews.
Project highlight: Gathered first-time home buyer customer journey data over 18 months and developed a cross-bank-touchpoint customer journey map.
Project highlight: Developed a Service Blueprint for the mortgage application process including the customer journey, frontstage, backstage, and support processes.

2018, Senior Design Research Lead

Lead the research strategy for IBM Cognos Analytics product.
Conduct user research: user interviews, ethnographic studies, cognitive walkthroughs, contextual task analyses, surveys.
Design an international, cross-cultural research strategy in order to broaden the team’s understanding of their global market and user base.

2017, Behavioural Researcher

Conduct quantitative research for clients including Home Hardware, Salinex, Mitsubishi, Kruger, Loblaws, Shoppers Drug Mart, Boston Pizza, Sandoz.
Project highlight: Customer journey map for Home Hardware. As part of a brand refresh, the customer journey map segmented DIY customers and mapped their individual DIY journeys. Included journey triggers, media touch points, segment (persona) data, and store journeys for both brick-and-mortar and online.