About · Mark Jumbo

Research didn’t change how I think. It gave a name to how I already did.

I was watching how people behaved in products, communities and games long before anyone paid me to.

Currently
Open to opportunities
Based
UK · Remote or hybrid
Contexts
Social care · E-commerce · Media & advertising · Consumer tech
Portrait of Mark Jumbo
Mark JumboUX / Product / Research
Where it clicked

A Discord server taught me more about belonging than any framework.

  1. 01What I noticed People arrived wanting to network. Most stayed because they wanted connection.
  2. 02The wrong question “How do we grow this?” — growing it would only have added more people to the same dynamic.
  3. 03What I changed Rebuilt the server around motivations rather than topics.
  4. 04What changed People came back more often — and started describing it as somewhere they belonged.

Nothing about that is different from product work. Same questions, same evidence, no research budget.

3+years building & running creative communities Discord · Twitchstreaming ecosystems
The rebuilt Discord server channel structure, grouped by motivation
Design responseChannels grouped by why someone is there.
The rebuilt structure. Member names and conversations are cropped out.
How I think

Four things I keep relearning.

I don’t just ask what the data shows. I ask what it feels like to be the person generating it.

Where UX meets product

Three disciplines. One outcome.

Better decisions
UX · in practice

The interface changes constantly. Human behaviour rarely does.

Moderated testingHeuristic auditThink-aloud interviewsJourney mapping
Experience

The role changed. The question stayed the same.

MSc Digital Design · Southampton Solent · 2019–2020BSc Business Information Technology · Southampton Solent · 2014–2019
  1. 2018–2022 Contract & Agency musicMagpie · Volvero · Fareham IC Where I learned to run research without a research budget. Early career
  2. 2022–2024 Kinesso UX Analyst · Media & Advertising How teams interpret performance data — and where it goes wrong. Client work · not published
  3. Ongoing WiseLaundry Product Designer & Researcher · Own product An AI laundry companion I’m designing and testing. In development
  4. 2024–2026 · Current GoToHealthcare UX Consultant · Social Care · Embedded A platform where a drop-off means someone didn’t get help. −11% drop-off
Off the clock

I can’t stop asking why.

Still unanswered
  1. 01Why do people keep using products they complain about?
  2. 02What turns a community transactional?
  3. 03What actually makes someone feel like they belong?
What it comes down to

People deserve to feel heard.

Patients · Shoppers · Players · Creators · Community members

Things I keep coming back to
  • GamesThe largest unmoderated usability study running.
  • StreamsTwitch and the streaming ecosystems around it.
  • Communities3+ years building and running them.
  • Film nightsMattered more than any growth tactic.
Capabilities

What I work across.

4+
Years in UX research & CRO
−11%
Drop-off · GoToHealthcare
MSc
Digital Design
Embedded
In-house & agency
01Research
  • End-to-end research
  • Mixed-methods
  • Moderated interviews
  • Usability testing
  • Journey mapping
02Product
  • Prototyping
  • Design systems
  • Human-AI interaction
  • Data → design translation
03Evidence
  • A/B testing
  • Hypothesis design
  • Funnel analysis
  • Behavioural analytics
04Collaboration
  • Stakeholder research scoping
  • Insight synthesis & storytelling
  • Research roadmapping
  • Voice of customer advocacy
ToolsGA4HotjarDovetailMazeFigmaMiroSheetsClaude
Want the full picture?Roles, education and tools — on one page.
Download CV Or let’s talk →