Discovering insights and facilitating shared understanding for better decisions

My name is Aga. I’m a Berlin-based customer researcher, coordinator, and facilitator with experience across freelance, agency, and in-house settings. Over the last 15 years, I have worked in business, non-profit, and public-sector organisations (culture and social innovation), where I managed multidisciplinary projects, planned and led research initiatives, and built processes that help teams make confident, evidence-based decisions across diverse markets and audiences.

In my current role as a Customer Research Lead, I focus on understanding behaviour holistically: not only how people use services, but why they choose them, stay, or leave. I bring together insights from UX research, customer support, analytics, and market understanding to help teams across Strategy, Product, Operations, and Marketing make informed decisions that align business goals with the needs and motivations of the people they serve.

And I love what I do. ❤️

let's meet

My values

Social Responsibility

Every product decision has an impact, and I strive to make mine positive. I consciously avoid deceptive UX patterns and designs that drive overconsumption.

Team Collaboration

I foster open, multi-stakeholder collaboration and support my teammates with care and transparency. I believe psychological safety is essential for any team to thrive.

Human Centricity

I strive to deeply understand people’s needs and motivations, ensuring that real voices (not assumptions) shape business and design decisions.

Growth Mindset

I see every project as an opportunity to learn, refine my approach, and grow through cooperation and feedback. Staying curious keeps me evolving!

Research

I have experience across UX, customer, social and academic research. In my current role, I partner with cross-functional teams (Product, Operations, Marketing, Strategy, Data) to align on research needs and ensure insights inform key product and business decisions. I lead mixed-methods studies, shape ResearchOps processes and mentor junior researchers along the way.

My approach to building research repositories (Condens blog)

Service design

I facilitated complex service design initiatives in the public sector: from co-creating an inclusive community centre model in Gdynia to designing and leading award-winning educational and outreach programs at the newly opened Emigration Museum.

Both initiatives involved multiple stakeholders (city officials, social institutions, non-profits, schools, creative industries, local communities) and were designed to engage and serve diverse audiences.

Photo by Bartosz Bańka | IKM

Workshops

I led numerous trainings and results-oriented workshops as part of product teams, as a guest lecturer and as a consultant. I support teams in developing a shared vision, understanding their audiences and ideating solutions. My clients included the National Centre for Culture, Startup Zone and DESA Unicum, the largest auction house in Poland.

I work effectively offline and online (using tools such as Mural and FigJam), drawing on methodologies like Design Thinking, Service Design, and Product Discovery frameworks, including the Opportunity Solution Tree.

Conferences

I’m always eager to share what I’ve learned and to keep learning from others, so I stay active in the research community.

Most recently, I led a workshop about conducting customer interviews at ProductCamp Berlin and spoke about research repositories at WaysConf — the largest product and design conference in Central Europe.

Photo by Daria Szczygieł | IKM

How to engage stakeholders in UX research activities and utilize the results effectively, especially when working in a small research team?

Publications

Rethinking Education, 2020, Greenhat Innovation
Design Thinking in Culture, 2019, financed by the Ministry of Culture
Megaphone of Culture, 2017, Emigration Museum
Museum. Share it!, 2016, Emigration Museum

All publications are available in Polish.

Experience

Education

Sociology, PhD studies | SWPS
Non-profit Management | Collegium Civitas
Psychology, Master's degree | UG

Courses

During our work together Aga has been a tremendous asset to our remote & distributed research team. She helped us to develop a strong understanding of Masterplan's target user group and the set of problems we should focus our team on.

Peter Kaleta, Head of Product

Aga is an amazing UX researcher with whom I had the pleasure to work with. Her insights where always spot on, useful and helped me as a designer to articulate my proposals and ultimately shape the future of our products at HomeToGo.

Andrés Nieto, Lead Product Designer