Stephen Dickens

• US Market Entry Research: Served as US-based research lead partnering with THINK Design's India team on market entry research for an international ride-hailing company, covering competitive positioning, industry benchmarking, and regulatory landscape analysis to inform go-to-market strategy.
• Concept Validation: Conducted concept usability testing with US participants to identify experience gaps and adaptations needed ahead of US launch.

Led UX research initiatives for Evernorth's Digital Experience Design team, conducting generative and evaluative research with healthcare providers, plan members, service agents, and brokers to inform product strategy and design decisions.

• Behavioral Health Provider Research: Led two rounds of moderated concept testing with medical and behavioral health providers on AI/ML-assisted prior authorization form fields, identifying 11 critical and high-priority design fixes and validating the concept against standard usability benchmarks, then delivered a stakeholder readout framing product-market fit and investment options.
• Cross-Stakeholder Research: Facilitated research sessions with providers, member-facing agents, provider-facing agents, and insurance brokers to map the end-to-end service experience and surface handoff gaps across channels.
• Sitewide Survey Design: Designed a bi-annual provider experience survey across CignaforHCP.com and Provider.Evernorth.com, replacing an over-exposed legacy instrument with a streamlined, role-personalized survey tracking task effort, channel behavior, and digital adoption to inform roadmap and LOB funding decisions.

Provided product insights and user validation for CenterWell.com, informing feature development and roadmap planning.

• Product Validation: Led end-to-end usability testing for a payor-agnostic specialty Rx secure experience, informing final release requirements and acceptance criteria.
• Experience Optimization: Drove improvements to the auto-refill setup experience through targeted user research, prioritizing design refinements projected to increase medication adherence for new customers.
• Strategic Planning: Partnered with the product team to define 2025 roadmap priorities by developing a Jobs-to-be-Done framework synthesizing web analytics, customer service data, and user demographics into actionable requirements.

Managed and led all incoming UX research for Mobile Navigation, Education Center, and Schwab Advisor Center.

• Mobile Navigation: Conducted end-to-end usability testing for mobile app navigation, identifying 6 critical issues that prevented a costly launch and improved task completion rates.
• Taxonomy Research: Implemented tree testing and card sorting for the post-auth Education channel to optimize content findability and information architecture.
• Advisor Services Research: Led mixed-method studies for Digital Onboarding feature prioritization and advisor workflow updates using adapted MaxDiff methodology.

Supported product teams across 7 digital e-commerce experiences, delivering insights that informed feature prioritization.

• Customer Segmentation: Defined segmentation strategy through mixed-method research (web analytics, 300+ surveys, 10 interviews), creating 4 personas that guided product roadmap priorities.
• Research Enablement: Mentored 4 UX Designers on unmoderated research methodologies, increasing designer-led research initiatives by 30–40%.
• Omnichannel Strategy: Led competitive analysis of BOPIS services, delivering service design recommendations that improved customer experience and competitive positioning.

THINK Design is a global UX design and development consultancy. I served as the sole UX Researcher and Strategist for THINK Design's US office.

• Team & Office Leadership: Managed and grew THINK Design's Colorado office, overseeing a distributed team of 7-9 including 3 local UX Designers, 3-5 India-based UX Designers, and a local sales representative, while leading hiring, mentorship, and delivery standards across concurrent client engagements.
• Client Leadership: Led client partnerships and distributed product teams across US and India for enterprise UX consultancy, delivering research and strategy for B2B SaaS clients including WorldPay and UiPath.
• Product Strategy: Partnered with WorldPay engineering and design teams to define requirements for executive reporting dashboards, analyzing workflows to prioritize features across 5 departments.