Merchant Experience UX Researcher

Bask Health; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Bask Health is seeking a User Researcher, Merchant Experience to understand how entrepreneurs and healthcare businesses use our platform to operate direct‑to‑consumer telehealth services. You will study the merchant journey, on‑boarding, configuration, subscriptions, and reporting while collaborating with product, design, and customer success teams.

You will conduct interviews, usability tests, and workflow studies to uncover pain points, inform onboarding improvements, and guide product

Qualifications

• 3+ years of professional experience in user research or a closely related field.
• Portfolio or case studies demonstrating research for digital products.
• Experience researching business software or complex user workflows.
• Strong understanding of qualitative research methods.

Responsibilities

• Conduct user research focused on Bask Health's merchant‑facing software experiences.
• Study how entrepreneurs and healthcare businesses launch and manage their operations through the platform.
• Research the end‑to‑end merchant journey, from onboarding through ongoing platform use.
• Conduct interviews with merchants to understand their goals, behaviors, and challenges.
• Plan and execute usability studies for merchant dashboards and administrative tools.
• Evaluate storefront configuration and business setup workflows.
• Research product catalog management and related merchant configuration experiences.
• Study how merchants interact with subscription and commerce management tools.
• Investigate merchant navigation, information architecture, and workflow comprehension.
• Identify recurring friction points in multi‑step configuration processes.
• Research how merchants interpret platform settings, instructions, and system feedback.
• Evaluate new merchant‑facing product concepts and prototypes.
• Develop research plans, interview guides, and usability testing materials.

Skills

User research

Qualitative methods

Interviews

Usability testing

Cross-functional collaboration

Product discovery

Communication

Job description

Bask Health is seeking a User Researcher, Merchant Experience to understand how entrepreneurs and healthcare businesses use our platform to operate direct‑to‑consumer telehealth services. You will study the merchant journey, on‑boarding, configuration, subscriptions, and reporting while collaborating with product, design, and customer success teams.

You will conduct interviews, usability tests, and workflow studies to uncover pain points, inform onboarding improvements, and guide product