Senior UX Researcher . +10 Years
“I lead research that doesn't just inform product decisions — it changes them.”
Laura Pacaud
Strategic Research Roadmap Influence Continuous Discovery
Mixed Methods Research Culture Stakeholder Management
Distributed Teams (US & Europe) B2B · B2C · SaaS
About
Hi, I'm Laura, Senior UX Researcher with 10+ years across B2B and B2C tech products, leading strategic research across distributed teams in the US and Europe.
I care about research that asks big questions, challenges assumptions, and changes direction: transparent, accessible, and embedded in how decisions get made. Because the best research happens when the right people are around the table.
At Travelport, I drive research across a global travel distribution platform, partnering with 10+ cross-functional squads across multiple continents. The challenge isn't just understanding users. It's aligning teams, systems, and perspectives around what truly matters.
I’m drawn to the full complexity of research, from rich mixed-methods data to direct conversations with users.
I've led large-scale mixed-methods studies, shaped product strategy and roadmaps, and helped teams move from one-off research to continuous discovery. Along the way, I've mentored researchers, scaled research operations, and strengthened connections between teams and users.
What drives me is closing the gap between what teams believe and what users experience. Turning complexity into clarity, getting research out of the deck and into the decision, and ensuring research truly shapes products.
Measured Impact
Case Studies
Discovery Strategy
Case 1: Operators discovery
Led strategic research about Operators, critical yet previously unstudied segment of Travelport's business. A discovery study across Asia, Africa, and the Middle East replaced conflicting internal assumptions with a shared understanding of how operators actually work. Cited by leadership as a turning point in cross-functional alignment.
Snapshot of the Operators discovery research
Mixed Methods Alpha testing
Case 2: Script Builder
A two-phase mixed-method study evaluating a new GUI-based scripting tool during alpha; behavioral analysis across 150 testers, followed by moderated sessions. The findings were significant enough to pause development and reframe the product direction entirely, before the team invested further in the wrong solution.
Evaluation Stakeholder Alignment
Case 3: Airline Distribution
A high-visibility joint study with a major US airline to resolve an internal design debate. A study run across two organisations, under tight commercial deadlines, with eight moderated sessions with experienced travel agents. The redesigned flow contributed to a 20% increase in ancillary bookings year-on-year.