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Jenn Downs | UserTesting

Jenn Downs

About the author:

Few people know MailChimp's users better than Jenn Downs, the company's first customer support specialist. A key player in creating the best email company ever, she has since helped create and shape the MailChimp Research Lab. Seeing and resolving user frustration first-hand fueled her passion for user experience and helped to hone her acclaimed "punk rock usability" style.