research + testing

If I had asked people what they wanted, they would have said faster horses. – Attributed to Henry Ford

Building empathy while empowering teams with realistic, detailed insights; my research and testing has consistently delivered latent needs and identified gaps to empower teams with new perspectives and opportunities to distinguish products and offerings with pleasing – useful and usable, experiences.
under construction – more details to come
BACKGROUND
my training
My formal training in UCD-based research and testing was during my work supporting the Social Security Administration (SSA)’s Usability Center. I supported and later lead evaluations, user research, analysis, and testing in both formal and informal settings. Its hear that I learned the principles and formal definitions in the context of systems and application projects in an effort to modernize the SSA’s Disability process. I was mentored by a chorus of experienced professionals with a diverse educational and professional background.
In the 90’s I had attended HFI’s courses, before they offered a certification. I had learned the principles and steps. I managed HFI as a vendor in testing my work after that.
my general approach + samples coming soon
I prefer to collaboratively with teams throughout the process including planning, design, activity, analysis, and reporting to ensure the team's knowledge and skills are harnessed, everyone understands the method, people are exposed to the raw findings and can participate in the analysis and reporting. Noting I keep the method credible and fit people to roles according to aptitude for research and activities.
Due to NDAs I am highlighting samples of work rather than expose complete findings from any one effort.
User Research coming soon
Deliverable Samples
Customer Journey Maps
Experience Blueprints
Personas, Scenarios of Use, User Task Flows
Contextual Diagrams
Report of Findings
Current State: User Satisfaction + Perception

Validations coming soon
Cognitive Walk-throughs with personas, scenarios of use, and/or task flows
Usability Testing: Baseline, A/B, Iterative with qualitative and quantitative findings
Concept validation
Report of findings
my experience
User Research for Genentech
2 Ethnographic Studies to inform conference booth design and experience, digital experiences  | Fall 2016
User Interviews, Card Sorting, and Positioning Statement Validation to inform position statements, conference booth design and experience, .Com redesign | Winter 2016-17
User Research for Toyota Financial Services
User Interviews, Card Sorting, and TMS Customer Research Meta-Analysis to inform strategy | Summer 2016
User Research + Testing for Renaissance Learning
User Research: Teacher and Specialist User Needs + Dashboard Tasks | Summer + Fall 2015
User Research: District Admin User Needs + Dashboard Tasks | Fall 2015
User Research: Student + Parent Homework-Related Needs | Summer 2015
User Research: Teacher Student Assessment-Related Tasks | 2015-2016
Usability Testing: Teacher Dashboards | Summer – Fall 2015
User Research + Testing for Cisco Security
User Research to inform Security Communications and process definition | Spring 2015
User Research Security Monitoring and Management (ecosystem and tasks) to inform product design and definition, and marketing | Spring + Summer 2015
New Product Concept Validation | Summer 2015
Evaluations for Country Music Television
Heuristic Evaluation + Meta-analysis of brand research to inform offline and online experiences | Spring 2015
Meta-Analysis for TIBCO Streambase LiveView Web
Data visualization meta-analysis to inform product definition and design | Spring – Fall 2014
Card Sorting for CTIA Wireless Lobbyist
Card Sorting for Information Architecture | Winter 2013
Service Design Evaluation for Lowes Home Improvement
Cross-Channel Heuristic Evaluation: Customer Experience from home planning to shopping online and in-store to customer loyalty program acquisition | Winter 2012
Research + Testing for The George Washington University
User Research to evaluate CMS product purchase | Winter 2011
Concept Testing to validate CMS (Drupal) customization strategy | Spring 2011
Research + Testing for Golf Channel's GolfNow
User Research to identify user groups and tasks for GolfNow | Summer 2010
A/B Testing product concepts and designs for GolfNow | Summer 2010
User Research for Golf Central B2B Dashboard | Fall 2010
Concept Testing | Fall 2010
Research Support for E!
“Ride-Along” on Brand Research tour | Winter 2010
Persona definition via collaboration with internal Research team | Winter-Spring 2010
Research + Testing for Kadoo, Inc
Baseline Testing to inform product and UX planning | Winter 2008
User Research to inform product and design decisions | Spring – Summer 2008
Iterative Paper Prototype Testing to validate design patterns | Spring – Summer 2008
Brand Focus Group to validate homepage design and alignment to brand | Spring 2008
Analysis, Evaluations, Research, + Testing for Social Security Administration (SSA)
Contracted via LMIT as staff augmentation, my primary responsibility was supporting the SSA’s effort to modernize the disability process. I also worked on several smaller efforts including web-based apps and informational sites. Disability projects included internal processing of claims from local>state>federal levels, as well as public experiences. Smaller efforts included SSA.gov and internal informational and application projects.
User Research | 2002-2006
A/B Testing | 2002-2006
Usability Testing | 2002-2006
Heuristic Evaluations | 2002-2006
Positioning validation (internal) | 2005
Special Project: Exploring the usability and usefulness of UX Deliverables | 2005
Focus Group for Yale Law School
Focus group to inform site strategy and information architecture | Summer 2001
Meta Analysis and Testing Unilever’s Dove.com for Ryan Partnership (Interactive)
Meta analysis to inform UX strategy | Fall 2000
A/B Testing to validate UX strategy and information architecture | Winter 2001
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