📷 Overview

I had the wonderful opportunity to intern at Mastercard's NYC Tech Hub as a User Research Intern on the Experience Research and Insights (ER&I) team during the summer of 2023.

This experience greatly enhanced my user research and analytical skills as well as my ability to effectively communicate and collaborate with clients, merchants, and vendors.

👷🏻‍♀️ My Responsibilities

Desk Research

I conducted extensive desk research, which involved:

• Reviewing legal documents to understand what is considered inaccessible according to US laws.
• Attending accessibility hearings with other businesses and researchers to gather insights on common accessibility challenges.

Collaboration & Engagement

We worked closely with an external research group that specialized in accessibility within user experience research to deepen our understanding of accessible research methods and to integrate their findings into our ongoing slide deck.

Finalizing Research Findings

Alongside the team, I helped create and present a comprehensive slide deck and reference guide. This guide was then presented to researchers, designers, developers, and project managers at Mastercard as a reference point for future user research.

New Product Development

Sustainable Business Practices: Personal Project

⭐ Highlights & My Impact

• Recognized for Note-Taking Skills: Received positive feedback from other research colleagues for my meticulous note-taking during user one-on-one interviews. This skill was essential in accurately capturing user insights and informing subsequent research analysis.
• Presented to a Large Audience: Delivered a presentation on accessibility best practices to a group of international user researchers, designers, and product managers at Mastercard. This experience showcased my ability to communicate complex topics effectively to a large audience and increased awareness of accessible research practices within the organization.
• Developed Accessible Research Methodologies Guide: Created a comprehensive guide on accessible research methodologies, which will serve as a reference for future UX researchers. This guide ensures that research practices remain inclusive and accessible, benefiting the organization long-term.
• Conducted Personal Research Project: Designed and executed a personal research project surveying 100 participants on sustainable shopping habits. Collaborated with my manager and two user researchers to refine the project and develop a robust survey, generating valuable insights for both my project and future sustainable research initiatives.
• Presented Research Findings: Presented the findings of my personal research project to the ER&I team, as well as to higher-ups and colleagues from other departments. This presentation demonstrated my ability to conduct independent research and effectively communicate findings to diverse stakeholders.

💭 Takeaways

I learned more in the three months working at Mastercard than in the previous year of working freelance and studying user experience research. This internship was incredibly educational and significantly enhanced my professional skills. Some impactful skills and lessons I learned from Mastercard and have applied to my previous projects and clients are:

• Empathy and Patience in User Interviews: I learned to show compassion and patience when interviewing users, ensuring they feel comfortable and heard. This approach not only builds trust but also leads to richer, more insightful data. I also gained confidence in asking follow-up questions to delve deeper into user responses and understand their needs better.
• Effective Presentation of Research Findings: I developed skills in presenting research findings in an engaging and compelling manner to stakeholders. This involves tailoring the presentation to the audience, highlighting key insights, and demonstrating the practical implications of the research.
• Non-Linear Research Process: I came to understand that the research process is not always linear. Flexibility and adaptability are crucial, as research often requires revisiting and revising previous steps based on new insights or challenges.
• Analyzing Quantitative and Qualitative Data: I improved my ability to analyze both quantitative and qualitative data, recognizing the value in each and learning how to identify and interpret trends. This skill has been essential in providing comprehensive insights and making data-driven decisions.

💛 Honorable Mentions

While I am deeply grateful for all that Mastercard has taught me, I want to give a special shoutout to the individuals who inspired me immensely during my internship. Their words and teachings have left a lasting impact on me and my career:

• Rusty Strait - for being such a patient yet attentive and encouraging manager, mentor, and person.
• Sherry Chen - for being an amazing and reliable buddy/mentor that I could look up to for guidance and inspiration.
• Rebecca Havekost - for answering all of my burning (and seemingly endless) questions about Mastercard, its business practices in relation to research, and user research in general.
• Alex Muetzel - for working closely with me on my personal project, educating me on sustainability, and inspiring me to continue using UX to help push and make sustainable products out into the world.
• The ER&I Team - for being such a welcoming team who were willing to take me under their wings, who encouraged me to ask my questions, and who taught me how to be a thoughtful and considerate user researcher.

Memorable Moments

Here are some fun snapshots of my summer with the other interns!