Cassy Rowe

Led a team of 7+ researchers across 4 product areas, delivering strategic insights that enhanced digital experiences for customers, marketers, barista partners, and production systems.

My role centered on cross-functional collaboration, mentoring researchers and designers, and advancing research practices that integrate with Product Design.

Key contributions include:

• Led cross-team collaboration, enabling joint research studies for deeper, more comprehensive findings.
• Facilitated a strategic product pivot based on research insights, aligning efforts with business goals.
• Implemented UX metrics such as the System Usability Scale (SUS) and benchmarking to improve the mobile user experience.
• Doubled the UX Research team size, resulting in expanded capabilities and impact.
• Embedded research into two product groups for the first time, resulting in enhanced product strategy.

Led the User Research and Product Design teams, fostering a productive and engaged team focused on tighter cross-team collaboration, prioritizing open communication and inclusivity, and achieving results.

Notable team achievements:

• Established UX Metrics framework to measure UX and Product Design quality (Supr-Q, internal and external design quality measures, UX metrics, and more).
• Created a UX skill training program for User Researchers, Product Designers, and Product Managers (Hooked Model, Engagement Loops, BJFogg Modeling, Cognitive Biases, Jobs To Be Done Framework, and more).
• Created a refined framework for prioritizing high-importance user experience issues in product quarterly planning.
• Program Manager for Voice of the Customer program, resulted in 4 user feedback-driven enhancements and long-term safety enhancements that reduced the negative impact of 6 out of 10 top issues.

Led the Web UX team and designed and facilitated all user research. My leadership focus was on creating foundational processes within the team and cross-functionally leveling up the team's skills to building the first UX function within the company. Responsible for budgets, team resourcing, UX strategy, and team goals.

Noteable achievements:

• Created standarized user research processes, tools, and budget.
• Defined and facilitated user research for over 6 projects, empowering product to launch two redesigned features.
• Led team to create a new member mobile experience and ideate future experiences.
• Led efforts to create an enhanced page templating system, build a solid design system, and pioneer the integration of metrics into the product process.

Taught an Intro to UX course with 20+ students and a thesis advisory class that guided 6 students through refinement of their final projects.