Heejin Baik, UX Researcher
Hello! I’m Heejin Baik, a Seattle-based UX Researcher dedicated to creating meaningful, user-friendly experiences
that bridge the gap between people and technology
Skills and Expertise
Core Research Skills
Skilled in designing and executing mixed-methods research plans—such as qualitative interviews, surveys, usability testing, and A/B testing—that align with project goals and uncover deep insights into user needs and behaviors to directly influence product and UX decisions
Business Impact
Experienced in crafting strategies that optimize customer journeys and engagement, aligning user goals with business objectives to drive customer satisfaction and loyalty
Communication and Collaboration
Strong collaborator and communicator with the ability to present research insights and recommendations to diverse audiences, including leadership in order to foster user-centered, data-driven decision-making
Research Projects
Discovery Research for Wisely - Payments
Wisely Smart Compliance is a SaaS product (pre-paid debit card) that allows businesses the ability to pay their employees in two ways: Direct Deposit (set up through payroll) and Instant Payments (performed manually).
Due to a lack of information on how clients utilize the payment features, I conducted discovery research to better understand the problem space and uncover unmet user needs and insights.
Heuristic Evaluation and Focus Group for MasterTax
MasterTax is a sophisticated software program designed for Payroll Service Providers, Professional Employer Organizations (PEOs), and End Users to efficiently prepare and submit taxes for clients and employees.
Despite partial redesign efforts on the Quarter-End flow by the product and development teams, the changes were made without formal user testing or UX audits.
My role was pivotal in enhancing the Quarter-End Experience of MasterTax, addressing usability challenges and aligning the product with user needs.
Concept and Usability Testing for Wisely - Ordering Cards
Wisely Smart Compliance is a SaaS product (pre-paid debit card) that offers businesses the ability to pay their employees via Direct Deposit (set up through payroll) and Instant Payments (performed manually). Once a business client has purchased and onboarded onto Wisely, they are responsible for ordering and managing the physical card stock at their various locations.
The UX Designer and I were tasked with redesigning and improving the overall card ordering experience and addressing the issue of over-ordering. This was part of a significant business initiative to reduce the costs associated with producing and shipping cards, which was costing ADP millions of dollars.