Chuck Liu
User Research @ Chime in Oakland, CA, he/him/his
About
Currently, Head of User Research @ Chime. Dad to two very good dogs. I love learning, creating, and eating my mom's beef noodle soup.
Work Experience
Leading our "Research-first" product development culture as we've grown from 80 Chimers (product-market fit) to over 1000+ Chimers (hyper growth scale).
Scaled User Research practice from 1 to 28 researchers and research operations folks.
Building an inclusive, psychologically-safe, and growth-oriented research environment to understand financial problems, inspire thoughtful products, and foster a culture of humanity.
All researchers at Chime do zero-to-one work from problem discovery to product launch.
First user researcher at Helix, defining the research culture, and processes as we scaled from from 20 employees when I joined to nearly 200 employees when I left.
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Executed qualitative and quantitative research across all business platforms: web/mobile (iOS+Android), platform (APIs), science (regulatory/compliance), and physical goods (packaging/logistic)
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Launched a suite of genomic products with FDA compliance and regulatory approvals.
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Partnered with health partners like Mayo Clinic to improve the user experience of their genomic products
Started out as a customer service agent. I wore many hats along the way:
- Content Designer (Copywriting, UX writing, video tutorials, landing pages, etc.)
- Product Marketer
- Sales Engineer
- Product Manager
- User Researcher
Years later, I managed 3 product managers and 3 product designers in 3 product areas to define the product roadmap for KISSmetrics.
Ran the Voice of the Customer program for Fortune 500 clients of Oracle. Wrote surveys, hosted customer advisory boards, and managed internal-facing resources to coordinate across Product, Design, Engineering, and other stakeholders.