Few people know MailChimp’s users better than Jenn Downs, who started off as the company’s first customer support specialist in 2007 and now heads up the MailChimp Usability Lab. Seeing and resolving user frustration first-hand fueled her passion for user experience and helped to hone her “punk rock usability” style. Lately, Jenn has been focusing most of her attention on mobile, studying how people use email on  mobile devices, learning about how customers interact with MailChimp mobile apps and coming up with creative, practical ways for other people to do mobile usability testing as well.