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I’m a senior UX researcher and design strategist with 15+ years of experience helping teams turn ambiguous user journeys, workflows, and information challenges into evidence-based product experience strategies. My background spans US-headquartered enterprise software and fintech, plus work across e-commerce, airlines, media, insurance, government, and agri-tech—so I’m comfortable working from messy problems through to actionable, roadmap-ready insights. A big focus of my practice is how people interpret, trust, and adapt to AI-supported experiences. I combine qualitative and quantitative research, interaction design, usability methods, and behavioural insight with rigorous evaluation to assess AI outputs for quality, usefulness, and real-world applicability. I’ve also built frameworks to reduce decision friction and improve clarity and equity across behavioural cohorts, and I enjoy partnering with cross-functional teams to strengthen craft, collaboration, and delivery quality.…I’m a senior UX researcher and design strategist with 15+ years of experience helping teams turn ambiguous user journeys, workflows, and information challenges into evidence-based product experience strategies. My background spans US-headquartered enterprise software and fintech, plus work across e-commerce, airlines, media, insurance, government, and agri-tech—so I’m comfortable working from messy problems through to actionable, roadmap-ready insights. A big focus of my practice is how people interpret, trust, and adapt to AI-supported experiences. I combine qualitative and quantitative research, interaction design, usability methods, and behavioural insight with rigorous evaluation to assess AI outputs for quality, usefulness, and real-world applicability. I’ve also built frameworks to reduce decision friction and improve clarity and equity across behavioural cohorts, and I enjoy partnering with cross-functional teams to strengthen craft, collaboration, and delivery quality.

Caroline Jones

UX Designer, Product Designer, AI Evaluator, +1

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I’m a senior UX researcher and design strategist with 15+ years of experience helping teams turn ambiguous user journeys, workflows, and information challenges into evidence-based product experience strategies. My background spans US-headquartered enterprise software and fintech, plus work across e-commerce, airlines, media, insurance, government, and agri-tech—so I’m comfortable working from messy problems through to actionable, roadmap-ready insights. A big focus of my practice is how people interpret, trust, and adapt to AI-supported experiences. I combine qualitative and quantitative research, interaction design, usability methods, and behavioural insight with rigorous evaluation to assess AI outputs for quality, usefulness, and real-world applicability. I’ve also built frameworks to reduce decision friction and improve clarity and equity across behavioural cohorts, and I enjoy partnering with cross-functional teams to strengthen craft, collaboration, and delivery quality.…I’m a senior UX researcher and design strategist with 15+ years of experience helping teams turn ambiguous user journeys, workflows, and information challenges into evidence-based product experience strategies. My background spans US-headquartered enterprise software and fintech, plus work across e-commerce, airlines, media, insurance, government, and agri-tech—so I’m comfortable working from messy problems through to actionable, roadmap-ready insights. A big focus of my practice is how people interpret, trust, and adapt to AI-supported experiences. I combine qualitative and quantitative research, interaction design, usability methods, and behavioural insight with rigorous evaluation to assess AI outputs for quality, usefulness, and real-world applicability. I’ve also built frameworks to reduce decision friction and improve clarity and equity across behavioural cohorts, and I enjoy partnering with cross-functional teams to strengthen craft, collaboration, and delivery quality.

Available to hire

I’m a senior UX researcher and design strategist with 15+ years of experience helping teams turn ambiguous user journeys, workflows, and information challenges into evidence-based product experience strategies. My background spans US-headquartered enterprise software and fintech, plus work across e-commerce, airlines, media, insurance, government, and agri-tech—so I’m comfortable working from messy problems through to actionable, roadmap-ready insights.

A big focus of my practice is how people interpret, trust, and adapt to AI-supported experiences. I combine qualitative and quantitative research, interaction design, usability methods, and behavioural insight with rigorous evaluation to assess AI outputs for quality, usefulness, and real-world applicability. I’ve also built frameworks to reduce decision friction and improve clarity and equity across behavioural cohorts, and I enjoy partnering with cross-functional teams to strengthen craft, collaboration, and delivery quality.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Work Experience

AI Training Expert (Part-time contract) at micro1

January 1, 2026 - Present

Evaluate and train frontier AI models through expert assessment of model outputs. Apply detailed evaluation rubrics, task instructions, evidence boundaries, and output requirements to deliver accurate, consistent, and defensible judgments. Use 15+ years of human-centred design, UX research, interaction design, and usability experience—along with enterprise software and fintech product experience—to assess the quality, usefulness, and real-world applicability of AI responses.

User Experience Designer at LIC (Livestock Improvement Corporation)

January 1, 2025 - Present

Conduct research and analysis for an AI-enabled genetics and mating decision-support platform, evaluating how New Zealand dairy farmers interpret and trust AI-generated recommendations. Support insights that improve clarity, decision support, and user understanding in an agricultural context.

User Experience Manager (Lead Designer) at Aderant

January 1, 2014 - January 1, 2023

Led research and synthesis across qualitative and quantitative methods (interviews, surveys, journey mapping, card sorting, usability testing) to uncover friction points and develop strategies for transforming an enterprise practice management suite (financials, document management, compliance, timekeeping). Systematically coded usability test sessions to identify behavioural patterns and actionable friction points. Translated research into a North Star UX vision and partnered with Product Managers to develop Opportunity Solution Trees and experiments to validate hypotheses. Led UX delivery across agile SDLC streams, mentored a UX team, and built organisation-wide human-centred design capability through coaching, workshops, and craft development (Figma, Maze, Miro, and a shared UX knowledge base). Delivered measurable improvements in user satisfaction (8+ out of 10) and contributed to an NPS of 81.

User Experience Manager, Team Lead, Senior UX Designer at Fiserv – Digital Channels (Mobile)

January 1, 2011 - January 1, 2014

Led user research on digital channel usage across North America, producing consumer segmentation matrices, multi-channel personas, strategic insights, and detailed reporting. Collaborated with Product Management to help develop a 3-year research-based roadmap with projected $25M incremental value. Conducted remote unmoderated usability studies via UserTesting.com, using time-stamped annotations to capture behavioural evidence, recurring friction points, and continuous product discovery.

Senior Interaction Designer & Consultant at Optimal Usability (later acquired by PwC)

January 1, 2008 - January 1, 2011

Provided UX design, research, and service design consultancy for clients across New Zealand. Delivered interaction design and design strategy, supported discovery through contextual inquiries, interviews, surveys, card sorting, tree testing, and usability testing, and performed heuristic reviews. Produced prototypes, journey maps, personas, and facilitated design thinking and innovation workshops. Worked on notable projects including redesigning Air New Zealand’s global fare-finder website, Vodafone NZ online store improvements, and extensive usability and UX work for ASB’s internet banking.

Website Designer at Varied Clients

January 1, 2003 - January 1, 2008

Designed websites for a variety of education, tourism booking, and e-commerce clients, including platforms for Waitomo Caves, Kelly Tarlton’s, Maui Motorhomes, Britz Campervans, and retail sites such as Whitcoulls, Angus & Robertson.