Xueshu Chen Professionally, Xueshu Chen is a UX researcher on the UX Research, Accessibility & Analytics team at Express Scripts; her work focuses on understanding user needs and expectations by conducting primary research in the context of healthcare. More specifically, Xueshu manages the Net Promoter Score (NPS) Program: NPS benefits the improvement of user experience because it is a multifaceted strategic approach that not only measures user experience, but also promotes buy-in from organizational leadership. In the meantime, Xueshu is finishing her last semester pursing Master’s degree in Information Science at the School of Information, the University of Texas at Austin, with a focus on studying human information behavior.