Senior UX Researcher, Patient & Provider Experience

About Bask Health

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.

We're an entrepreneurial, product-focused engineering team that values ownership, technical excellence, and building software that solves real problems. Engineers work closely with product teams and company leadership, take features from idea to production, and have a direct role in shaping the platform.

Engineering at Bask is AI-first and builder-led. We use tools like Cursor and Claude Code throughout development while maintaining high standards for reliability, testing, and software quality.

About the Role

We're looking for a Senior UX Researcher, Patient & Provider Experience to lead research that helps Bask Health better understand the needs, behaviors, and challenges of patients and healthcare providers using our platform.

Bask Health enables entrepreneurs, doctors, and healthcare businesses to launch and operate direct-to-consumer telehealth businesses. Our platform connects patient onboarding, digital questionnaires, clinical workflows, pharmacy coordination, and commerce tools.

These experiences involve different types of users with different goals. Patients need to navigate digital healthcare experiences clearly and confidently, while providers need efficient, reliable workflows that support their responsibilities.

As a Senior UX Researcher, you'll help us understand how these users interact with the platform, where they experience friction, and what opportunities exist to improve the product.

This is a hands-on senior individual contributor role that combines qualitative and quantitative research, usability testing, behavioral analysis, and product strategy. You'll own research projects from defining questions and selecting methodologies through participant recruitment, study execution, analysis, and communication of findings.

Your work will focus on patient and provider experiences, including onboarding, intake questionnaires, clinical workflow interfaces, patient communications, and other interactions that influence usability and operational efficiency.

You'll conduct interviews, usability studies, concept testing, surveys, and observational research to understand user needs and evaluate existing or proposed product experiences.

You'll collaborate closely with product managers, product designers, engineers, content designers, and operational stakeholders to ensure research addresses meaningful product questions and informs decisions throughout development.

You'll also help connect qualitative findings with available product analytics and operational data, giving teams a clearer understanding of both what users do and why they do it.

Because Bask operates in healthcare-related environments, research must be conducted with appropriate attention to privacy, informed participation, sensitive information, and the boundaries of approved clinical workflows.

You'll help establish repeatable research practices, maintain organized findings, and make insights accessible to teams across the company.

We're looking for a researcher who is comfortable navigating complex product environments, can independently lead studies, and knows how to turn user evidence into practical recommendations that improve real experiences.

What You'll Do

• Lead end-to-end UX research for patient-facing and provider-facing experiences across Bask Health.
• Develop research plans that address product questions, user needs, and business objectives.
• Conduct qualitative interviews with patients, providers, and other authorized research participants.
• Plan and execute moderated and unmoderated usability studies.
• Evaluate patient onboarding, intake questionnaires, and multi-step digital workflows.
• Research provider experiences involving clinical and administrative platform tools.
• Conduct concept testing to evaluate proposed product features and interaction patterns.
• Develop surveys and structured feedback methods to understand user needs.
• Use observational research to identify workflow inefficiencies and usability problems.
• Analyze qualitative findings to identify patterns, motivations, and unmet needs.
• Incorporate quantitative product data where appropriate to strengthen research conclusions.
• Develop research questions, hypotheses, and study objectives in collaboration with product teams.
• Recruit and screen appropriate research participants using approved processes.
• Create interview guides, usability tasks, and research discussion materials.
• Evaluate navigation, terminology, comprehension, and task completion across digital experiences.
• Identify sources of confusion, unnecessary friction, and workflow abandonment.
• Research how patients understand instructions, status updates, and next steps.
• Study how providers interact with platform tools during approved operational workflows.
• Develop journey maps, research summaries, and evidence-based opportunity assessments.
• Present findings and recommendations to product managers, designers, engineers, and leadership.
• Collaborate with product designers to validate concepts and improve proposed solutions.
• Work with content designers to evaluate language comprehension and information clarity.
• Partner with product managers to prioritize research opportunities.
• Support iterative testing throughout product development and after feature launches.
• Help establish research standards, documentation practices, and reusable study templates.
• Maintain organized research findings and make insights accessible to relevant teams.
• Ensure research activities respect participant privacy, consent, and appropriate data-handling requirements.
• Independently own complex research initiatives from planning through synthesis and actionable recommendations.

Requirements

• 5+ years of professional experience in UX research, user research, product research, human-computer interaction, or a closely related field.
• Experience independently leading end-to-end research projects for digital products.
• Strong portfolio or case studies demonstrating research methodology, findings, and product impact.
• Strong understanding of qualitative research methods.
• Experience conducting moderated user interviews and usability testing.
• Familiarity with quantitative research methods and survey design.
• Ability to select appropriate research methods based on product questions.
• Experience developing research plans, hypotheses, and study objectives.
• Experience recruiting and screening research participants.
• Strong understanding of research ethics and participant consent.
• Experience synthesizing qualitative findings into actionable insights.
• Ability to identify behavioral patterns, usability problems, and unmet user needs.
• Familiarity with user-centered design and product development processes.
• Experience collaborating closely with product designers and product managers.
• Ability to communicate research findings clearly to technical and nontechnical stakeholders.
• Experience presenting evidence-based recommendations to product teams.
• Familiarity with usability metrics and task-based evaluation.
• Experience working with surveys, interviews, and observational research.
• Ability to evaluate complex workflows and multi-step user journeys.
• Understanding of information architecture and interaction design principles.
• Experience organizing and documenting research findings.
• Ability to balance research rigor with practical product development timelines.
• Strong analytical thinking and attention to detail.
• Excellent written and verbal communication skills.
• Ability to independently manage multiple research priorities and deliver meaningful results.

Nice to Have

• Experience conducting UX research for healthcare or telehealth products.
• Familiarity with patient-facing digital healthcare experiences.
• Experience researching provider workflows or clinical software.
• Understanding of digital patient intake and onboarding processes.
• Experience conducting research involving sensitive or personal information.
• Familiarity with HIPAA and healthcare-related privacy considerations.
• Experience working with clinicians, pharmacists, or healthcare operations stakeholders.
• Understanding of health literacy and patient comprehension challenges.
• Experience evaluating complex forms and questionnaires.
• Familiarity with accessibility research and inclusive study practices.
• Experience combining qualitative research with product analytics.
• Familiarity with tools such as UserTesting, Maze, Dovetail, Lookback, or comparable research platforms.
• Experience using Figma prototypes during usability studies.
• Understanding of mixed-methods research approaches.
• Experience conducting longitudinal research or diary studies.
• Familiarity with journey mapping and service blueprinting.
• Experience working with multi-tenant or white-label SaaS platforms.
• Understanding of patient-provider communication workflows.
• Experience evaluating AI-assisted healthcare product experiences.
• Experience developing scalable research operations and insight repositories.