Michael Crema
Oak Park,IL
Summary
Accomplished Senior UX Researcher at United Airlines. Drive drive impactful research initiatives that enhance traveler experiences. Expert in user interviews and data analysis. Led led a project that improved security wait-time expectations for over 4M customers, showcasing my ability to collaborate effectively and deliver measurable results.
Overview
18
18
years of professional experience
Work History
Senior UX Researcher
United Airlines
02.2023 - Current
- Directed research for an industry-first security wait-time integration, leveraging mixed methods to set accurate security expectations, enhancing travel planning for over 4M customers annually.
- Led generative, evaluative, and tactical research initiatives to enhance traveler experience across pre-trip, in-airport, in-flight, and post-trip stages, collaborating with product, engineering, analytics, and operations teams.
- Advanced airport lobby innovations through a wide range of studies that addressed kiosk workflows, bag drop processes, and group verification, driving United’s "Shift Left" strategy to promote pre-arrival task completion.
User Experience Researcher
Wellmark Blue Cross Blue Shield
12.2022 - 01.2023
- Conducted end-to-end research to enhance self-service and transparency for 2M+ members, resulting in 12% fewer support calls and 14% more self-service usage.
- Utilized qualitative and quantitative methods (interviews, surveys, benchmark testing) to enhance real-time insurance claim updates and improve customer education tools.
- Conducted user interviews to gather insights on customer experiences and needs.
- Facilitated usability testing sessions to evaluate product design and functionality.
- Collaborated with cross-functional teams to integrate user feedback into design processes.
User Experience Researcher
Pricewaterhouse Coopers (PwC)
05.2022 - 12.2022
- Conducted generative and evaluative studies—including surveys, diary studies, and usability testing—to identify employee upskilling needs and inform alignment of learning strategies with their goals.
- Designed and executed research strategies for ProEdge, a digital learning platform serving 400K+ employees and clients, to develop personalized learning pathways.
- Analyzed user feedback to inform design improvements for digital platforms.
- Collaborated with cross-functional teams to refine user experience strategies.
- Conducted user interviews to gather insights on healthcare services.
Researcher and Instructor (College & Laboratory Schools)
University of Chicago
09.2008 - 04.2022
- Directed interdisciplinary research in moral psychology and ethics, resulting in publications cited in 20+ peer-reviewed journals.
- Achieved distinction in curricular innovation while advising 6 award-winning undergraduate senior theses.
- Collaborated with faculty to design and implement research methodologies.
- Conducted literature reviews to support ongoing research projects.
- Analyzed data using statistical software to derive meaningful insights.
Education
Ph.D. - Philosophy, Specialization in Moral Psychology
The University of Chicago
Chicago, IL06-2018
Honors B.A. - Philosophy, focus on Moral Psychology and Ethics
The University of British Columbia
Vancouver, Canada06-2007
Skills
- Usability testing
- User interviews
- Focus groups
- Surveys
- Ethnographic field studies
- Diary studies
- Journey mapping
- Persona development
- A/B testing
- Tree testing
- Card sorting
- Data analysis
- Market research
- Project management
Timeline
Senior UX Researcher
United Airlines
02.2023 - Current
User Experience Researcher
Wellmark Blue Cross Blue Shield
12.2022 - 01.2023
User Experience Researcher
Pricewaterhouse Coopers (PwC)
05.2022 - 12.2022
Researcher and Instructor (College & Laboratory Schools)
University of Chicago
09.2008 - 04.2022
Ph.D. - Philosophy, Specialization in Moral Psychology
The University of Chicago
Honors B.A. - Philosophy, focus on Moral Psychology and Ethics
The University of British Columbia