The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is the automation applied to an inefficient operation will magnify the inefficiency. – Bill Gates
My experience working in the US federal government and with regulated industries – Such as finance, education, and healthcare, gives me an understanding of policy, business rules, and politics has taught me to understand and work with constraints, and still come up with a successful solution. All present different challenges to juggle in creating a solution that is compliant while depicting the warmth of the brand/organization.
Futures + Foresight POV: The impact of metaverse technologies on healthcare 2023
Led the expansion of a previous effort to include the impact of metaverse technologies, academic research government statistics, and all phases of the patient journey as well as future patient scenarios to drive the understanding of the impacts and pivots on patient health outcomes while facilitating the conversation with different facets of the healthcare industry.
Project Breakdown - Coming Soon
Research - Divergent | Futures + Foresight | Human-Centered Design | Remote | Meta-Analysis
Formative CX Studies for Supernal (Air Mobility) 2022
Qualitative Studies | Summer + Fall
Led and supported research to explore the passenger experience to inform the design of the cabin of a new type of transportation - Air Mobility. Answering product and leadership questions about the passenger experience that is coming to fruition. My role included research planning and execution, coordinating mock-up changes with engineers, coordinating with recruiting, conducting activities, and analysis and reports including Journey Maps. Also leading initiatives to create Literature Reviews completed by vendors. Consulting on CX Program development.
Project Breakdown - Not available due to NDA and innovative nature of work.
Research - Convergent | Innovation | Human Factors | Human-Centered Design | Remote | Meta-Analysis
Contract Customer Experience: Competitive Analysis, Opportunities, and Vision for US Cellular 2019
Explored the competitive space of the cellular retail experience - both offline and online as well as the industry trends to identify the baseline cross-channel customer experience to inform a proprietary mobile product.
Research - Formative + Generative | Strategy | Brand | Service Design | Cross-Channel | Remote | On-Site
Contract User Research and Validation for Genentech's Physicians' Marketing 2016-2017
2 Ethnographic Studies to inform online | Fall 2016
.Com and communications) and offline (conference booth) experiences for 3 different specialists - Rheumatologists, Retinal Specialists, Ophthalmologists to inform acquisition and retention strategies
Research - Formative + Generative | Strategy | Brand | Service Design | Field Research
Cancer Immunotherapy Foundations | Winter 2016-2017
Exploring Cancer Immunotherapy + Getting to Know Oncologists with generative research to empower physicians' marketing teams to best serve and connect to Oncologists as Cancer immunotherapy evolves. Conducted validation study of Promise Statements, Card Sorting, Interviews, and Surveys to gain an understanding of mental models, expectations of pharma, and attitudes within the space.
Research - Formative + Generative + Evaluative | Strategy | Card Sort | Concept Validation and Exploration (Positioning statements) | Brand | Personas | Omni Channel | Acquisition + Retention | Remote
Contract User Research for Toyota Financial Services 2016
Formative Research - Explored the pain points of financing a new car after Toyota Motor Sales identified that the finance portion of the customer experience is the most painful. Conducted User Interviews, Card Sorting, and TMS Customer Research Meta-Analysis to inform .Com redesign content strategy. Topline report empowered marketing in their pending .Com and email campaigns, and prepared them to collaborate with TMS in redefining the showroom experience.
Project Breakdown coming soon
User Interviews | Card Sort | Service Design | Brand | Web | Omni-Channel Experience Blueprints | Personas | Acquisition + Retention | Remote
Head of User Experience/UX Competency Manager | Renaissance Learning | 06.2015-04.2016
Brought in to lead the newly established User Experience Practice after the organization converted processes to Agile to improve the integration of UX and improve the skillset and morale of the UX people.
The regulation around research and testing presented an interesting challenge when defining the Informed Consent process for students. I worked collaboratively with our external counsel to define our process to ensure it worked for all 50 states.
Project Breakdowns coming soon
Education k-12 | Leadership | Team Management | User Research | Usability Testing | Project Management | UX Strategy | Agile
Contract User Experience Analyst and Interaction Designer | Cisco Security | 04.2015-06.2015
Contracted to work collaboratively with the innovative product team to bring their ideas to fruition including iterative design and testing.
Cisco took a refreshing turn to offer an enterprise product that targeted a new, specific-type of customer that was slightly out of reach to increase their reach, while empowering those who have not had these types of tools and offering their latest security advancements.
Security | Leadership | Strategy | Creative Direction | Project Management | Interaction Design | Data Visualization | Dashboard | Agile
Contract User Experience Analyst and Product Designer | Cisco – CSTG | 04.2015-06.2015
Cisco took a refreshing turn to offer an enterprise dashboard that targeted a new, specific-type of customer that was slightly out of reach to increase their reach, while empowering those who have not had these types of tools and offering their latest security advancements.
Contracted to work collaboratively with the innovative product team to bring their ideas to fruition including leading iterative design and testing of the product concept to detail design.
Leadership | Strategy | Creative Direction | Project Management | Product Design | Data Visualization | Dashboard | Agile | Cloud | SAAS | International | Remote
UX Lead and Management Consultant | Toyota Financial Services | 01.2014 – 04.2014
www.ToyotaFinancial.com: login required/secure site (Release of Strategy + Design 11.2014 and over next year)
Contracted to redesign a secure-site feature, I expanded my contract within 1 week to include working with technical department to define User Experience within the organization, lead other redesign efforts in progress, and manage other UX contractors.
Worked with business, marketing and technical leadership to educate and empower them with an understanding of UX/UCD. Worked with leadership to integrate UX into existing processes.
Engaged multi-discipline team members in UX/UCD methodologies to mentor and empower them within the context of the secure site redesign. Directed and mentored contract interactive designer in redesign of desktop and mobile experiences.
Defined, recruited and interviewed candidates for UX Lead and Visual Designer/Developer positions, defined requirements and criteria for testing and supplementary design and testing vendor(s).
Produced UX Strategy, and completed detailed design for desktop and mobile site and apps. short-term updates to experiences.
Financial | Leadership | Strategy | Creative Direction | Interaction Design | Participatory Design | Mobile App + Site | Desktop | Retention
Contract User Experience Lead | Elavon for POSSIBLE Cincinnati |
Lead the UX Strategy to establish a unified vision of what needs to be built and how they will be used to ensure the iterative redesign is cohesive no matter what the time period of the B2B site targeting all size businesses. The approach and the strategy inspired the client to add two small projects including a new B2B Customer Portal for Small Business Owners. Also designed a new section for .Com – Mobile, Tablet, and Desktop.
Finance | Leadership | UX Strategy | Creative Direction | UX Architecture | Interaction Design | Content Strategy | Participatory Design | Responsive | Mobile | Desktop | Tablet | Remote Work | Business Development | Acquisition
Information Architect/Content Strategist/Analyst CTIA for Fleishman Hillyard
With only a budget that allowed for 100 hours of User Experience work, I assumed the Content Strategy and Information Architecture facet of a redesign started by another firm. I conducted gorilla Card Sorting and Cluster Analysis of CTIA team members, evaluated content for ROT and usability, and then proposed a new IA and Content Strategy with guidance for the Visual Designers and editors.
Lobbyist | Strategy | Content Strategy | Information Architecture | Remote Work | Retention | User Research