Susan Masten

I'm most useful when there isn't an obvious answer. I've helped teams decide what to build, which problems to prioritize, and even how to start doing research in an organization that wasn't yet comfortable talking to users. I approach research with the decision in mind: what do we need to understand to confidently decide what to do next?

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Before moving into UX research, I spent five years as a museum curator, where I studied how visitors interacted with exhibits and used those observations to improve that experience. It's an unusual path into UX, but one that has shaped how I approach research today.