Ева

Yeva Berezhna
CX & Service Design/Researcher • Kyiv, Ukraine
• [[open contact info](look above in the "contact info" section)] • LinkedIn • [[open contact info](look above in the "contact info" section)] • my site

CX and service design/researcher with 5+ years across UX, CX and behavioural research: banking journeys at PrivatBank (onboarding to service resolution) and public service design at Kyiv Digital, where I authored the service design manual. I map journeys, find pain points, prioritise fixes with MaxDiff, Conjoint and KANO, and run workshops with business and product teams.

EXPERIENCE
REFERENCES
Available upon request

Senior Researcher | NOBR research & design agency
Full-time • Dec 2022 – Present • Kyiv, Ukraine • nobr.agency
• Lead end-to-end qualitative and quantitative UX/CX research — in-depth interviews, usability testing, surveys, workshops, and mixed-method studies — owning sample design, screener development, and recruitment with external agencies and panel providers.
• Advise clients on behavioural science: cognitive-bias audits, nudge design, and cross-cultural decision frameworks that shape international product launches and service design choices.
• Run quantitative concept and pricing research (Conjoint, MaxDiff, TURF) for package design, brand naming, brand health tracking, and pricing strategy, translating results into go/no-go and pricing recommendations across multiple client projects and markets.
• Built and rolled out an AI-assisted research workflow — CSD Matrix briefing → discussion-guide generation → auto-transcription and coding in Claude Code → templated insight reports — cutting delivery time by 40–60% and now used as the agency's standard process. Also run rapid conversion and prototype testing (landing pages, first-click, A/B) to pressure-test concepts pre-launch.
• Lead market-entry research for companies expanding into EU/US markets: competitor benchmarking, demand sizing, customer behaviour analysis, and sales-channel assessment, feeding directly into go-to-market decisions.

Research Consultant (NDA) | OKKO Group
Contract • 2026 – Present • Kyiv, Ukraine
• Delivered behavioural science and JTBD-based research across a diversified product portfolio, supporting audience-fit positioning ahead of launch.
• Mapped motivations, mental models, and comparison frameworks used by target customers evaluating the company's offerings.
• Produced message-box recommendations and demand-sizing input that shaped pre-launch go-to-market and communications strategy.
• Project scope and specific engagements are subject to non-disclosure.

Research Contractor & Service Manual Developer | Kyiv City State Administration (КМДА) — Kyiv Digital Platform -
Contract • Sep 2025 – Apr 2026 • Kyiv, Ukraine
• Ran audience research across 2 projects covering children, adults, and teachers, including 40 in-depth interviews with students and parents, to map needs, pain points, and behavioural barriers.
• Facilitated rapid prototyping and A/B testing (100 respondents) to validate UX hypotheses and interaction patterns across user segments, feeding interface concepts for citizen-facing service touchpoints.
• Tracked platform adoption and impact in schools, and contributed research documentation supporting the platform's submissions for public tenders.
• Authored a service design manual that set the ongoing standards and guidelines the platform team uses for government service delivery, backed by storytelling-format reports (themes, metrics, methodology, CJM in Figma).

Researcher & Brand Development Consultant | National Aviation University (NAU) — Department of Research & Brand Development
Part-time • Feb 2025 – Oct 2025 • 9 months • Kyiv, Ukraine • Hybrid
• Led research supporting the university's brand strategy, partnering with the department on methodology, data collection, and insight synthesis that informed the rebrand.

Researcher (NDA Project) | UA defence forces and Ministry of Defence of Ukraine -
Part-time • Dec 2024 – Apr 2025 • Kyiv, Ukraine
• Conducted UX research within the framework of social support project (NDA).
• Performed user interviews, usability evaluations, and insight synthesis to support product development for Ukraine's Defence Forces.
• Research scope and deliverables are subject to a non-disclosure agreement.

CX & UX Researcher | PrivatBank
Contract - Apr 2024 – Mar 2025 - Kyiv, Ukraine
• Led end-to-end CX research across the bank's core digital and offline touchpoints, from onboarding to service resolution, at one of Ukraine's largest banks.
• Ran 10 large-scale quant and qual studies — surveys, in-depth interviews, UX testing, and service-data analysis — including 150+ qualitative interviews and roughly 3,000 quantitative survey respondents, to map customer needs and behaviours.
• Applied MaxDiff, Conjoint, and KANO to prioritise customer needs and evaluate product and pricing propositions at scale, directly informing roadmap and pricing decisions across multiple product areas.
• Shaped wartime customer propositions with the CX team to support vulnerable segments — reprioritising the roadmap around key journey pain points toward clearer, more relevant banking services.

Sports Competitions Coordinator (International) | Department of Youth and Sports of Kyiv City State Administration (DMS)
Part-time • 2021 – Present • Kyiv, Ukraine
• Coordinate Ukrainian athletes' participation in international sports competitions abroad.
• Liaise between educational institutions, sports federations, and international organisers.

CASE STUDIES

Career Guidance Platform; UX Research / Rapid Prototyping
Mental Health Platform for Adolescents; Multi-stakeholder UX Research
EU/USA Market Entry Analysis; B2B / Market Research / Behavioural Science
PrivatBank: Research Series; KANO / JTBD / Conjoint / CvP / MaxDiff
NAU: Rebranding to KAI; CJM / Personas / Brand Strategy / In-depth Interviews (ст.20)
LOKO Food Delivery; CustDev / Personas / Quantitative Research
Dilovod: Behavioural UX Audit; UX Audit / Usability Research / Interface Expert Review
Charitable Donation Service Design (NDA); In-depth Interviews / Concept Testing / UI/UX Design / Emoji Survey

VOLUNTEER PROJECTS

Хартія Hub — Charitable Foundation “Khartiia” / 13th Brigade NGU – Case study
Volunteer • Apr 2025 – May 2025 • Kyiv, Ukraine
• Engaged directly with military personnel, building trust-based research relationships and gathering qualitative insights.
• Worked in a cross-functional team of researchers, coordinating data collection and analysis activities.
• Applied behavioural science frameworks to analyse information and identify patterns in military-civilian community dynamics.
Ukrainian Armed Forces Instructor Training - Comparative Research (NDA) -
Volunteer • 2026 • Ukraine • Public Systems
• Ran a comparative gap analysis between Ukraine's КІБР instructor-training programme and NATO's e-Instructor standard, producing benchmarking documentation. Partner organisation and full scope subject to NDA.
Brave to Rebuild
Volunteer • Sep 2023 – Sep 2024 • Ukraine
• Participated in a volunteer initiative restoring homes and infrastructure in cities damaged by the Russian invasion.
• Worked alongside international and Ukrainian volunteers and professional builders to help veterans and affected families.
Житній Ринок (Zhytniy Market) – Case study
Volunteer • Jul 2025 – Sep 2025 • Kyiv, Ukraine
• Coordinated a team of researchers, distributing tasks and ensuring consistency across fieldwork.
• Conducted qualitative and quantitative research to understand the behaviours and needs of visitors and vendors.
• Recruited and screened research respondents for interviews and surveys.
• Analysed collected data and synthesised actionable insights for organisational decision-making.

Skills
In-depth interviews • Usability testing • Quantitative & qualitative analysis • Survey methodology • Journey mapping (CJM) • Service design • Behavioural science • Rapid prototyping • Hypothesis validation • AI-assisted research • Prompt engineering • Cross-cultural research • Pain point prioritisation • Workshop facilitation
Tools
Figma - Miro - Framer - Google Workspace - Cursor AI - Claude / Claude Code - Google AI Studio - Notion - Excel / Google Sheets - Ollama - LM Studio - Zipper - Perplexity AI - Whisper (transcription) - Otter.ai - Dovetail

Languages
Ukrainian – native speaker
English – B2
Spanish – A2
Technical Skills
Languages:
Python (basic) - Wrote scripts to automate data processing and analysis of qualitative research outputs; used Python-based tools for prompt engineering workflows and AI-assisted content analysis in research projects.

SQL (basic) - Queried databases to extract and filter user research data; performed basic SELECT, JOIN, and aggregation operations to support quantitative analysis and reporting.

Frameworks:
Playwright - Developed automated UI test suites using Playwright with AI-assisted coding via Claude (Anthropic); leveraged Claude to generate, debug, and iterate on test scenarios covering key user flows and interaction patterns; integrated test scripts into UX research workflows to validate interface behaviour against identified usability hypotheses.

Education
Bachelor's Degree — Medical Psychology
MAUP (Interregional Academy of Personnel Management) - 2018 – 2022
Clinical Internship: Psychiatric Department, Frunze 103 - Kyiv, Ukraine

Master's Degree — Rehabilitation in Athletics
National University of Ukraine on Physical Education and Sport (NUPES) – 2022-2023
- Kyiv, Ukraine
Certificates
• Data-Driven Design: Metrics That Drive Real Results
IxDF – The Interaction Design Foundation · Nov 2024
• Foundations of User Experience (UX) Design
Google / Coursera · Apr 2024
• UX Foundations: Usability Testing
LinkedIn Learning · Apr 2024
• Customer Experience: Service Blueprinting
LinkedIn Learning · Apr 2024
• Neural Networks for Designers (TOP 5 · 100/100)
Creative Practice · Dec 2023
• UX/UI. Interface Design (88/100)
Creative Practice · Dec 2023
• Web and UX Design
Projector Institute · Mar 2022 – Sep 2022