Olivia Klavetter | UX Researcher and Strategist
Passionate, outgoing, energetic, collaborative, empathetic, hard-working fast learner and effective communicator.
Education / Certifications
Prime Digital Academy User Experience Design Certification, October 2018
University of North Carolina at Pembroke | May 2000 | Bachelor of Science, Major: Mass Communications - Concentration: Journalism | Minor: Music - Voice
Skills
Researching (primary and secondary) - Designing - Interviewing Users & Stakeholders - Sketching - Wireframing - Storyboarding - Prototyping - Observation - Persona Creation - Usability Testing & Reporting - Journey Experience Mapping - Heuristic Analysis - Data Synthesis - Field Research - Contextual Inquiry - Cognitive Walkthrough - Ethnography - Concepting - Directed Storytelling - Kano Analysis - Mental Modeling - Reporting - Presenting - Discovery Work - Remote Research - Creativity - Tenacity - Survey Writing - Comparative & Competitive Analysis - Strategy Creation - Affinity Diagramming - Task Analysis - Empathizing
Tools: Pen & Paper, Axure, Sketch, InVision, Trello, Keynote, UserTesting.com, ethn.io, UserZoom, Mural, Craft PlugIn, imagination
Additional Certifications: Operational Customer Experience Management, UX: The Evidence-Based Redesign, Complete App Design Course: UX, UI and Design Thinking | In Progress: Web Developer Bootcamp, UX & Web Design Master Course
Professional Experience
3M Company: June 2019 – April 2020 UX Researcher, through Horizontal
Recruited, planned, wrote scripts, conducted/moderated/facilitated studies
Performed detailed note-taking and provided support to others facilitating studies
Synthesized and reported out on/presented data in engaging ways
Developed strategic study plans based on hypothesis
Member of Design Systems implementation committee
Suggested various research methods and supported those suggestions
Made recommendations and evangelized for UX across the organization
Best Buy: January 2019 – May 2019 UX Strategist, through Horizontal Integration
Created artifacts such as Experience Maps, PowerPoint slide decks and reports from primary and secondary research findings
Conducted primary research in person at Best Buy stores and on ride-alongs with Geek Squad Agents
Conducted secondary research online and using archived reports
Conducted field research including competitive / comparative analysis
Curated and composed scripts consisting of interview questions for stakeholders
Prime Digital Academy: June 2018 – October 2018 UX Design Student, User Experience Design Certification
Worked solo and in teams to creatively solve real-world client problems using multiple research protocols and creating iterations of solutions for sustainably successful outcomes. Project work included the selection and placement of appropriate attributes and hierarchy to provide the most user-friendly experience possible
Self-Defined Project: “This Coming Weekend,” a mobile-first application to help folks not miss out on Twin Cities events by integrating existing device data to create event alerts. Methods and tools for this project include user research and prototyping in Sketch, creation of interactive prototypes using InVision, and a presentation using Keynote which contains a live app demo
Group Project: Taina Dissertation Liberation app, designed in conjunction with a PhD based upon her vision to assist students completing their doctorates. Incorporates themes of self-care along with providing access to 1:1 coaching, proofreading/editing services and other valuable resources. Methods and tools for this project include user interviews, surveys, pen and paper, Sketch and Axure prototyping
HealthPartners: June 2016 – April 2018
Government Programs Medicare Coordinator, May 2017 – April 2018
Reviewed, edited and proofread Federally-regulated copy used for print, website content, social media and marketing materials
Created documents for use within the department and the organization
Worked on a team to achieve broad goals and meet deadlines
Government Programs Member Services Representative, June 2016 – May 2017
Demonstrated empathy for a diverse group of insurance plan members, answered members’ questions and directed the members to appropriate professionals
Employed excellent time management skills to meet departmental goals
Handled sensitive documents with confidentiality as Mystery Mail Liaison
CreditServices.com: November 2015 – June 2016 Solutions Department Director
Exceeded expectations as Specialist, promoted to Solutions Department Director at 90 day review
Created correspondence for distribution to clients and credit bureaus
Documented weekly numbers (files serviced, phone calls answered and graded) to drive improvement of department and company logistics by identifying issues and trends (analytics)
Employed outstanding time management and decision-making skills in a fast-paced environment, adapted adeptly to ever-changing workflow, kept providing outstanding customer service as top priority
Keller Williams Preferred Realty: September 2014 – October 2016 Inside Sales + Licensed Real Estate Agent
Marketed my own services with self-created print media, social media, personalized website and personalized mobile app to ensure my clients the best possible e-commerce experience
Developed and maintained client relationships
Used CRMs to keep track of progress with clients and leads
Kept detailed records and managed paperwork in an organized fashion
Mayo Clinic: August 2004 – September 2012
Customer Service, Mayo Clinic Healthy Living, August 2011 – September 2012
Supported & participated in the design and implementation of Mayo Clinic’s Twin Cities image, originating at the Mall of America
Created written marketing copy for product signage in-store and store signage throughout the Mall of America; created and edited written content for MCHL Blog
Tracked results of Mayo’s marketing strategy by collecting & reporting data
Assisted with planning of and participated in Mayo Clinic events at the Mall
Functioned on cross-departmental teams by reporting findings to staff at Mayo Clinic
Remained calm and compassionate in an often challenging environment
Lead Research Technician, January 2011 – August 2011
Multitasked, problem solved, and stayed calm under intense pressures
Directly managed departmental staff on a daily basis
Coordinated domestic and international shipments including proper usage of detailed shipping documentation and record keeping
Managed multiple projects simultaneously from inception through completion
Special Studies Laboratory Assistant July 2007 - January 2011
Used Lean principles as part of a small team to design, implement and track a strategy to reduce the turnaround times in which blood specimens are processed; as a result, I was honored as a recipient of the Mayo Clinic Award for Excellence Through Teamwork which can only be received once in an employee’s tenure with the organization
Worked closely across levels with physicians, study coordinators & other professionals
Developed and edited department SOPs
Laboratory Assistant, Specimen Collection Facility, August 2004 - July 2007
Provided direct patient service, processed specimens “behind the scenes”
Learned design and tracking principles of Lean, implemented toward positive change