Wolters Kluwer
Spearheaded user feedback analysis for a strategic Wolters Kluwer FRR project — turning fragmented user voices across regulated industries into a new end-to-end solution for diverse user types.
A strategic FRR initiative. Twelve user roles. Zero shared definition of "the user."
Wolters Kluwer's Finance, Risk & Regulatory (FRR) division serves some of the most operationally complex software users in any market — risk officers, compliance leads, EHS managers, internal auditors. Each role uses overlapping tools differently, under different regulatory pressures, with different definitions of done.
My remit: spearhead user feedback analysis for a strategic FRR project building a new end-to-end solution. The brief required consolidating fragmented user voices across multiple business units into a coherent product strategy — and delivering rigorous usability validation on Enablon's Bowtie Suite using Nielsen's 10 Heuristics methodology.
"We have user feedback in twelve different folders, owned by twelve different teams. Nobody can answer 'what does the user actually need' in one sentence."
Methodological rigor. Cross-business-unit reach.
Enterprise software in regulated industries doesn't reward improvisation. The work needed proven methodology — Nielsen's heuristics, structured usability testing, evidence-based synthesis — combined with the relationship work that makes findings actually land across business units.
Spearheaded the analysis of fragmented user feedback across the FRR strategic project — consolidating signals from multiple business units into a single coherent picture of what diverse user types actually needed.
Led and executed usability tests on Enablon's Bowtie Suite using Nielsen's 10 Heuristics methodology — surfacing the issues that matter in regulated software where the user can't choose another tool.
Worked closely with the CX/UX Lead, FRR business units, and product teams — translating between research, design, business, and product so insight didn't get lost in the handoffs between functions.
Oversaw the entire end-to-end research process — from question framing through fieldwork to synthesis and stakeholder delivery. Used the engagement to coach team members and raise overall research maturity across the FRR organisation.
Fourteen months. Five inflection points.
Mapping the user-feedback estate
Started by mapping where user feedback already existed across FRR business units — what had been collected, what was siloed, and where the gaps in evidence sat. Most of the answer was already there. It just wasn't connected.
Cross-unit consolidation
Synthesised feedback across business units into a unified picture of diverse user types. Output: a shared definition of "the user" the entire strategic project could finally orient around — replacing twelve overlapping definitions with one.
Bowtie Suite usability testing
Designed and led usability tests on Enablon's Bowtie Suite Product using Nielsen's 10 Heuristics. Brought rigor to a product where users can't simply switch — making each finding count for compliance officers and risk managers under real regulatory pressure.
Insight to product strategy
Translated research findings into concrete input for the new E2E solution — across business units and product teams. Made sure the strategic project was building against evidence, not assumption.
Raising research maturity
Spent the final stretch coaching stakeholders and team members — embedding a stronger research and validation mindset across the FRR organisation so the work continued maturing after the engagement ended.
In regulated software, the user isn't one persona. It's twelve roles trying to use the same tool — and only research can tell you which job each one is actually doing.
Substance, methodology, and maturity.
Rigorous research output paired with the methodological infrastructure FRR could keep using long after the engagement ended.
Fourteen months. Strategic shift.
Cansu is a real 'getting things done' researcher. She led multiple research streams on our flagship initiatives and excelled at generating deep insights and ensuring the knowledge was shared in a systematic and engaging manner. She's an excellent storyteller and a proficient listener — able to empathise and connect with both users and internal stakeholders around key value-add opportunities. As we were setting up from the ground up and accelerating our transformation towards a more user-centred mentality, she really helped bring the research and validation mindset into the company to a next level.