About Us

Jay Eskenazi, Ph.D. – Managing Director

jaytwitter 150x150 About UsJay focuses on developing new clients, strategic partnerships and new product development. As a seasoned user researcher and manager of user research teams, he has personally conducted or supervised in-person and online research with  thousands of research participants in the U.S., Japan, Canada, UK and Australia. Jay’s research career spans 20 years, with the last 12 years  focused on user interface issues. He served as a user researcher on Microsoft’s e commerce properties for two years before creating and managing Expedia’s User Experience Research team for 7+years.

Jay earned his B.A. in Psychology from University of California at Santa Cruz, an M.A. in Communication from University of California at Santa Barbara, and an M.A. in Psychology and a Ph.D. in Clinical Psychology from Alliant International University in San Diego. See Jay’s full profile on LinkedIn.

Jen Hruska, M.A. – Consultant

jen hruska1 150x150 About UsJen has experience in all aspects of user experience research from recruiting, to moderating, to analyzing results—and enjoys it all! Working in the usability lab at the University of Washington allowed her access to the Tobii eye tracker where she learned how to not only run eye tracking studies, but has trained students and usability specialists on how to use the eye tracking system. Since joining Customer Experience Labs as a consultant in 2009, Jen has worked on many eye tracking and usability testing projects for our Fortune 500 company clients.
Jen has a Bachelors in Technical Communication from the University of Washington with a focus in technical writing and instructional design. She spent an additional two years at the University of Washington as she completed her Masters in Human Centered Design and Engineering with a focus in usability testing. She has training in both qualitative and quantitative research methodologies including visual rhetoric, human-computer interaction, user interface design, information systems, and user-centered design.

Daniella Kim, Ph.D. – Consultant

DaniellaKim 150x150 About UsDaniella is an academically trained experimental psychologist with over 12-years of research experience. Her work spans academic research, corporate research and independent consulting. Daniella spent 7 years in the Infant Hearing Lab at the University of Washington, investigating how babies listen and hear music. She most recently has worked for Microsoft, notably for Windows and Xbox, and has experience in multiple types of methods. Her work with focus groups is especially noted. Daniella has also consulted for small start-up social gaming firms. She is a passionate advocate for users and the power research can provide product development. In addition to her research work, Daniella serves on the faculty of the Art Institute of Seattle where she teaches Psychology and scientific writing courses.

Daniella holds a Bachelor’s degree from the University of California at Davis in Animal Science, a Master’s Degree from the University of Texas in Applied Cognition and Neuroscience, and her Ph.D. is from the University of Washington, Department of Speech and Hearing Science. She has been published in a variety of journals and books and is a sought-after speaker and guest lecturer. See Daniella’s full profile on LinkedIn

Sabrina Klein – Consultant

sabrinamay09 04rszd1 150x150 About UsPrior to joining Customer Experience Labs, Sabrina spent nearly five years as a Usability Analyst for Usability Sciences. As an analyst, Sabrina has managed diverse high profile clients including Dell, Eli Lilly, Microsoft, Bank of America, GE, and FedEx Kinkos.She has played a key role in evaluating and improving websites, as well as hardware products such as scanners, mobile phones, and calculators.Sabrina also has experience conducting studies internationally in the United Kingdom, Germany, and France.

Sabrina is an active member in the Usability Professionals Association and she also facilitated a workshop for experienced usability practitioners at the 2007 UPA Conference in Austin. She attended University of Montana and graduated with a Bachelor’s degree in Communication Studies. View Sabrina’s full profile on LinkedIn.

Gretchen Ziobro – Consultant

g headshot1 150x1501 About Us

Gretchen Ziobro is a dedicated user advocate committed to enhancing both the customer experience and the bottom line. Through ten years of industry experience, Gretchen has developed and refined her expertise in a full complement of research techniques including usability testing, heuristic evaluation, card sorting, data analysis, contextual inquiry, and persona development. Gretchen has provided research services to companies large and small and has worked within both agile and traditional waterfall models of software development. Prior to joining  Customer Experience Labs, Gretchen worked as an independent usability consultant, conducting user research for clients and providing training and mentorship to budding researchers. Gretchen spent seven years at Expedia.com as a user experience researcher and a UX program manager. As a user experience researcher she provided usability services internally and served in a consulting capacity to Expedia’s sister and partner companies. As a program manager she defined the user experience for v1 of Expedia’s cruise interface and was co-inventor of a patented vacation rental booking application.

Gretchen holds a Bachelor of Arts in Critical Social Thought from Mt. Holyoke College. View Gretchen’s full profile on LinkedIn.