Mei-Ling Wong Senior UX Researcher
Singapore • meiling.research@gmail.com • +65 6555 0193
Profile Summary
- Senior UX Researcher with 8 years of experience shaping consumer mobile super-apps at marketplace scale across ride-hailing, food delivery, and digital payments, specializing in mixed-methods research, ReOps at scale, and strategic foundational studies.
- Hands-on coverage across qualitative (UserTesting with Lookback), quantitative (Qualtrics with Maze), synthesis (Dovetail as research repository), ReOps (User Interviews panel with Calendly scheduling), and behavioral analytics (Amplitude with SQL), credentialed through NN/g UX Researcher Certification.
- Deep craft in generative and evaluative study design, contextual inquiry and ethnographic fieldwork, survey design and behavioral data analysis, and insight synthesis with journey maps and personas, applying methods such as weekly readouts with Product and Design partners and quarterly research roadmap reviewed with the Head of Research to deliver evidence-led product decisions that move task success and retention.
- Engaged collaborator working cross-functionally with Product, Design, Engineering, Data Science, and Marketing teams inside dual-track agile product squads with embedded research, contributing to weekly discovery, roadmap shaping, and stakeholder workshops with an ownership-first mindset and crisp readouts in Notion and FigJam.
- Mentor who shares technical excellence and fosters a culture of rigorous, mixed-methods insights and repeatable research operations and shared evidence through readout coaching and insight memos, while running the research guild and democratization program for PMs and Designers and authoring widely used research playbooks and screener libraries.
Technical Skills
- Qualitative Methods:
- UserTesting with Lookback, Zoom and Loom recording, moderated and unmoderated interviews, contextual inquiry, diary studies, ethnographic fieldwork, focus groups, think-aloud protocols, co-design workshops
- Quantitative & Survey:
- Qualtrics with Maze, SurveyMonkey, Typeform, survey design, sampling strategy, MaxDiff, conjoint analysis, NPS, SUS, SEQ, regression, significance testing, confidence intervals
- Usability & Evaluation:
- moderated and unmoderated usability tests, first-click testing, five-second tests, preference tests, heuristic evaluation, cognitive walkthroughs, benchmark studies, A/B test readouts
- Synthesis & Repository:
- Dovetail as research repository, affinity diagrams, thematic analysis, atlas.ti, NVivo, tagging and coding, evidence-linking, research democratization, ResearchOps documentation
- Research Operations (ReOps):
- User Interviews panel with Calendly scheduling, Ethnio screeners, Respondent and Rally, Tremendous incentives, consent management, IRB and GDPR compliance, panel governance, vendor management
- Behavioral & Analytics:
- Amplitude with SQL, Mixpanel, Heap, Hotjar, FullStory, funnel analysis, cohort analysis, retention curves, Looker dashboards, Hex notebooks, BigQuery, basic Python for analysis
- Frameworks & Artifacts:
- personas, journey maps, mental models, service blueprints, opportunity solution trees, jobs-to-be-done, research plans, discussion guides, screeners, readout decks
- Collaboration & Storytelling:
- stakeholder workshops, executive readouts, video highlight reels, FigJam mural boards, Notion documentation, Linear and Jira tickets, dual-track agile, research democratization
- Credentials & Education:
- NN/g UX Researcher Certification, HFI Certified Usability Analyst, Interaction Design Foundation certifications, jobs-to-be-done framework, Sense-and-Respond, Lean UX, Continuous Discovery
Education
National University of
Singapore
M.S. in
Human-Computer Interaction
Work Experience
Grab
Senior UX
Researcher
- Led research strategy on the consumer super-app and GrabPay wallet serving 38M monthly active users, embedded across 6 product squads, and authored 34 research plans a year tied to quarterly OKRs and the discovery roadmap shared with the Head of Research.
- Owned qualitative research, running moderated interviews, contextual ride-alongs with drivers, and 4-week diary studies on first-time payment users, synthesizing 92 interviews in Dovetail across Singapore, Indonesia, Vietnam, and the Philippines and feeding region-specific insight to the consumer roadmap.
- Drove quantitative research with large-sample Qualtrics surveys, MaxDiff prioritization, and unmoderated Maze tests on hot flows, fielding studies at 4,200 respondents per wave to a 95% confidence level, and pairing every readout with significance and effect-size notes for the PMs.
- Ran usability testing and evaluation through moderated UserTesting sessions on net-new flows, unmoderated benchmarks on the checkout funnel, and quarterly heuristic evaluations, shipping 28 studies per quarter and lifting task success rate by 26% on the redesigned wallet top-up flow.
- Synthesized findings across qual and quant via thematic analysis in Dovetail, opportunity solution trees in FigJam, and tagged evidence linked to product OKRs, surfacing 48 cross-study themes a year, logging 1,400 tagged evidence pieces in the repository, and turning the synthesis into 14 roadmap decisions the leadership team committed to.
- Owned personas, journey maps, and frameworks, where I rebuilt the rider, driver, and merchant persona set and shipped end-to-end journey maps from acquisition to repeat purchase, authored 9 research-backed personas, shipped 6 cross-market journey maps, and layered 3 service blueprints that Design, Product, and Marketing now reference on every kickoff.
- Scaled research operations, where I stood up a regional participant panel with Ethnio screeners, Tremendous incentives, and consent management aligned to PDPA and GDPR, grew the panel to 6,800 vetted participants under PDPA and GDPR, cut recruitment cycle time to 3 days, and lifted study velocity by 2.6x across the org.
Lazada
UX
Researcher
- Partnered with stakeholders, where I embedded with PMs and Designers from kickoff through launch, with monthly readouts to the seller-experience VP, covered 4 product squads on the seller side, facilitated 40+ cross-functional workshops, and influenced 22 product decisions tracked back to research evidence.
- Owned research communication and storytelling, where I ran monthly research readouts, edited verbatim highlight reels, and authored insight memos in Notion for every shipped study, delivered 60+ readouts over the role and published 18 insight memos that the seller-experience team referenced on roadmap planning.
- Connected research to strategy, where I led the cross-market seller foundational study and co-authored the seller-experience strategy with the Head of Product, covering 6 South-East Asian markets, lifting seller activation by 17% on the redesigned onboarding, and feeding the next-year strategy with evidence-backed bets.
- Ran mixed-methods research end to end, where I owned mixed-methods research end to end: planning, screeners, moderation, surveys in Qualtrics, behavioral cuts in Mixpanel, and final readouts, shipping 46 studies under a single research owner partnered with a senior researcher mentor and a consistent qual-plus-quant playbook across the surface.