Chloe Chevalier

I design tailored mixed-method research programmes, combining qualitative research and quantitative analysis. I turn findings into actionable insights and decision-making artefacts adapted to each team and stage of the product cycle. I mentor junior researchers and Product Managers, helping them build stronger research practices and make evidence-based decisions. Selected clients: Air France, Area17, Arte, Barnes Foundation, Caisse des Dépots, Cisco, Compass-Group, France Télévision, KLM, La Redoute, Les Sismo, Prisma Media, Thalys, Thierry Mugler, SNCF

Partnered with teams across multiple B2B products and business processes to understand users, identify cross-product opportunities and help reposition services within a siloed ecosystem. Led exploratory interviews, usability testing, survey design and analysis, and analytics, translating qualitative and quantitative evidence into actionable insights for product and service decisions. Scaled ResearchOps and knowledge practices across customer care services, including AI-powered solutions, while mentoring a team of 6 researchers.

Investigated the post-purchase e-commerce journey through UX research, behavioural analytics and competitive benchmarking to identify key sources of friction and customer support demand. Synthesised evidence into a prioritised set of product improvements aimed at reducing support contacts, increasing repeat purchases and strengthening customer loyalty.

Worked alongside engineers to structure innovation journeys, communicate experimentation results and accelerate stakeholder buy-in for strategic initiatives including AI, hydrogen and energy-saving programmes.

Embedded user research and discovery throughout the product development process of a multi-platform streaming ecosystem. Partnered with the Data Science team to connect qualitative and quantitative research with behavioural data to inform prioritisation and audience segmentation. Built a research repository that made insights accessible and reusable across product teams. Led a team of 5 designers, developing research and discovery capabilities across the organisation.

Conducted contextual research with passengers and onboard staff across international train journeys, combining observation, interviews and journey analysis to understand behaviours, workflows and unmet needs of a new onboard experience.

Designed and structured user journeys for the digital transformation of France’s professional training ecosystem (CPF), covering both end-user and administrative workflows across a complex multi-stakeholder service environment. Facilitated workshops with institutional, technology and product stakeholders, translating operational and regulatory constraints into scalable service experiences.

Conducted large-scale field research across workplace restaurants to understand behavioural patterns, service friction, and technology adoption in real-world environments. Combined observational research, service prototyping, and in-situ MVP testing to improve digital self-checkout experiences and operational flow.