Experience

EXPERIENCE SUMMARY

Accomplished User Research and Experience Designer with over 15 years’ experience for mobile, tablet, web, and application design. Conduct usability research and manage all stages of user-centered design process. Manage and train junior staff.

Full life-cycle project management/business analysis (UML/OOD/RUP/Agile) and implementation experience of enterprise-wide IT initiatives including: Application and Website Development, Content Management, Intranet/Internet Portals, B2C/B2B eCommerce, Electronic Collaboration, Document Management, EDI, and Data Conversions.

Selected Clients include: Hess, McKesson, Morgan Stanley, GlaxoSmithKline, Aetna, Time Warner Cable, The College Board, Thomson Reuters, Advance Publications, CBS, JPMorgan, Bank of America, BusinessWeek Online, CIGNA, American Express, Pfizer, Dept. of Homeland Security (TSA), and Eli Lilly.

Expertise:

User Research:

  • contextual inquiry
  • observational studies
  • field studies
  • recruiting screeners
  • moderator guides
  • usability testing (lab & field, remote & in person)
  • A/B testing
  • participatory design
  • in-person & remote interviews
  • card sorts
  • surveys & questionnaires
  • intercept surveys
  • email surveys
  • message board mining
  • data mining/analysis
  • web analytics
  • expert reviews
  • Agile Zero sprint research
  • business analysis
  • content inventory and analysis
  • content mapping
  • mentor, manage, and coach junior staff

 

Experience Design:

  • participatory design
  • parallel design
  • JAD
  • personas
  • user scenarios
  • task flows
  • workflows and process flows
  • journey mapping
  • conceptual wireframes
  • detailed wireframes
  • experience design documentation/annotated wireframes
  • data visualizations
  • requirements documents
  • use cases
  • functional specification
  • mobile and tablet design (iOS and Android)
  • SAAS
  • application/product design
  • mentor, manage, and coach junior staff

 

INDEPENDENT CONSULTANT 2010 – present                       User Research & Experience Design

  • Product manager, Lead UX designer, business analyst for B2B corporate website; implement website corporate governance model; develop site analytics reporting; manage full life-cycle CMS upgrade (vendor selection, discovery, implementation)
  • Lead researcher and experience designer for home healthcare clinical documentation application; conducted primary research, personas, task and workflow mapping, designed concepts, wireframe creation, collaborated with visual design and front-end development teams; primary client liaison and project manager; tablet design
  • Lead researcher and experience designer for pharmacy medication dispensing automated machine; mobile iOS/iPad design, touch screen design; developed personas, journey maps, research analysis
  • Lead UX researcher for B2C academic website
  • Lead UX researcher B2C consumer products website
  • Lead UX designer for corporate website
  • Lead UX designer for healthcare B2C website
  • Provided short-term interaction design for subscription horse racing and wagering website; developed wireframe extensions
  • UX researcher and designer for Microsoft Dynamics CRM 4.0 custom implementation for private insurance brokerage
  • Manage, mentor, and train junior staff

 

DIRECTV Feb 2009 – Feb 2010                                                             Principle Usability Architect

  • Primary usability architect (research and design) for 9 DIRECTV Latin American websites; Agile development environment
  • Designed MiDIRECTV, a secure self-service online bill-pay and account management website
  • Designed DIRECTV mobile DVR scheduler; Created DIRECTV Sports portal

 

ENTERPRISE  2008                                                                                      Lead Usability Architect

  • Managed and performed daily usability and research analysis efforts for full life-cycle application development projects; develop UCD process and methodology
  • Conducted primary market and user research; created wireframes and design concepts, IA, personas, task analysis
  • Consulted with senior-level business owners to assess near and long-term needs; provide expert strategic guidance; mentored junior staff

 

PHARMERICA/Kindred  2006 – 2007                                                Sr. Business Analyst

  • Managed corporate-wide (all lines of business) scoping and planning for post-merger integration application transitions
  • Coached and guided junior business analysts on role, fundamental skills, and creating deliverables like business requirements, process workflows, use cases, and test plans. Conducted monthly Brown Bag sessions
  • Consultant on pharmacy division data conversion and replacement of prescription filling and billing system for institutional pharmacies utilizing EDI (electronic data interchange) standards
  • Additional responsibilities: performed application certification and full life-cycle analysis activities and implementation of an enterprise-wide time tracking system

 

INDEPENDENT CONSULTANT 2004-2006

CBS                                                                                                   Manager, User Experience & Business Analysis Team

  • Provided usability assessment of current-state application; conducted ethnographic field research; created GUI solutions based on usability evaluation; Usability SME
  • Business process improvement: evaluated effectiveness, efficiency, and adaptability of existing sales and marketing processes as it related to new applications. Performed gap analysis, created best practices recommendations, produced deliverables (use cases, workflows, functional specs, wireframes, GUI style guide)
  • Managed team of 5; scoped project work effort, developed approach and research methods, project plans, budget and resource planning, managed day-to-day engagement
  • Consulted on replacement of 20+ year old mainframe television sales traffic and planning system for media company; business process re-engineering, CRM software selection, training development, and change management, requirements gathering, business process reviews, SOX compliance

 

JPMORGANCHASE                                                                     Release Manager & Usability Specialist

  • Provided Usability SME guidance to senior management on Investment Bank-wide change request and change activity notification system
  • Handled all aspects of release management (using CMM) for enterprise-wise and client facing tier-3 pre-trade and post-trade investment research portal that handles 80+ upstream/downstream data feeds; ensured the successful planning, control, and execution of all software changes into the production, disaster recovery, and UAT environments; directly managed complex releases across multiple teams across multiple time zones
  • Formalized application release workflow and methodology process for Operate, AD, and LoBs; organized compliance activities for application. Primary responsibilities included managing all Operate team release activities and working directly with AD teams, production support staff, infrastructure teams, as well as LoB operations staff; SOX compliance required for traceability
  • Functional role: directly responsible for Permit to Operate process to evaluate and assess the ramifications, benefits and risks of the planned production releases; maintained operational consistency across all supported environments; implemented best practices for support and releases to ensure Sarbanes-Oxley compliance
  • Additional responsibilities: planed Level 1, Level 2, and Level 3 support-teams rollout to Peregrine problem management system

 

MORGAN STANLEY                                                       Senior User Experience and Business Analyst

  • Performed research and usability testing of fully functional prototype with over 20 subjects (focus: time on task, rate of errors, time to learn, and subjective satisfaction); analyzed and presented findings to senior level management; incorporated findings with design concepts
  • Consulted on enterprise-wide Knowledge Management and Content Management project across all business lines that offers single-point access to proprietary content via a Google-like search; developed project plans and effort estimates
  • Primary responsibilities included working directly with bankers to analyze needs and system  specifications (user research), documented and defining the business requirements for project; developed functional design specifications; liaised with the development teams to ensure successful development of the requirements
  • Functional role: Usability and Design SME, Business Process development and mapping, Workflow Engineering, Requirements gathering, Use Case development (UML), Usability Testing, Content Management SME

 

DELOITTE CONSULTING 2000-2003                                                      SENIOR CONSULTANT

CIGNA                                                                                                                            Web Experience Design and IT Strategy

  • Performed expert evaluation and led redesign effort of a global B2C website
  • Facilitated JAD sessions with development, business, and executive teams
  • Devised key business plan for stakeholders with change management initiatives to gain enterprise-wide buy-in for usability improvement

 

BANK OF AMERICA                                                                                                  User Experience Design and IT Strategy

  • Managed team of 6 visual designers, information architects, and developers for front-end development of a $40MM B2B financial exchange to perform eMarketplace integration
  • Developed UI and user requirements for B2C payment system for e-Marketplace integration that included the identification of actors as well as use case writing (UML) with the Rational Unified Process (RUP)

 

ELI LILLY                                                                            Business Process Automation and IT Strategy/Infrastructure

  • Led CMS software diagnostic and recommendations with emphasis on integration with existing technology. Facilitated client selection of Interwoven’s TeamSite and IBM Websphere as appropriate scalable products.
  • Managed functional team of 6 in gathering requirements for targeting and delivering information in context for Pharmaceutical’s most comprehensive multi-brand, interactive platform for physicians
  • Identified key analytics, market segmentations, and implicit and explicit personalization rules and scenarios to match the client’s primary user needs; wrote use cases (UML); created scope-change process
  • Worked with client’s knowledge management team to revise their metadata management strategy for tracking and tagging content (based on Dublin Core) that allowed for a comprehensive content integration, multi-level workflow, and data transformation to tie together information and business processes

 

DEPT OF HOMELAND SECURITY                              Business Process Development and IT Strategy/Infrastructure

  • Led business team to develop functional requirements (RUP) for intra-agency workflow (FAA, TSA, DOT) based on interviews and system analysis. Developed SOW, approach, schedule, and risks
  • In compliance with Congressional mandate developed short-term intranet website for rollout of new Federal Security Directory (FSD) communication and training; created project plan; provided effort estimates
  • Functional role: usability and design SME, business process development, workflow design, use case development (UML)
  • Created and implemented traditional training (classroom and hard copy materials) for intranet protocols; developed and maintained web-based learning materials

 

PFIZER                                                                                       Business Analysis & User Experience Design, Project Management

  • Managed global content management project (RUP) that involved cross-functional team from communications, process, strategy, and technology. Developed SOW, project approach, risks, schedule, and budget
  • Led vendor selection process for CMS. Selected custom-built solution (in ASP with Oracle database) to best support client needs of integration with existing technology and scalability. Recommended and implemented Documentum 4i Suite and newly acquired eRoom software in place of legacy Access applications and OpenText
  • Directly produced web-based and traditional courseware for business users; conducted classroom training for world-wide deployment; conducted train-the-trainer sessions

ENJEWEL.COM 2000                                                                                        Digital Asset Manager

NEW YORK TIMES DIGITAL 1999                                                       Marketing Associate – Intern

 

SYSTEM EXPERIENCE

Software/Technologies: Drupal, WordPress, Replicon Web TimeSheets, FrameworkLTC Pharmacy , WebSphere, Plumtree, Vignette, E.piphany Real-Time, Documentum, Commerce One, Siebel, NIC Commerce, DocStar, Eudora, Rational Suite,  Interwoven Team Site, Oracle, WebTrends, Vantive, Peregrine, Nagios, InstantDemo, Caliber RM, SharePoint, MS Dynamics CRM, Jira, KanBan

Design and Testing tools: Adobe Fireworks, Camtasia Studio, Morae, Visio, InDesign, Omnigraffle, Google Analytics

 

CONFERENCES/WEBSITE

2014 User Experience Professionals Association (formerly UPA) Conference Speaker ½ day tutorial “Reading Body Language during Usability Testing”

2012 Usability Professionals Association International Conference Speaker “Reading Body language during Usability Testing – A Quick Guide” (updated for 2012)

2011 TED Project, ‘The Future of the Book’, Advisor

2011 Usability Professionals Association International Conference, Education Co-Chair; Speaker “Reading Body language during Usability Testing – A Quick Guide”

2010 Usability Professionals Association International Conference, Experienced Practitioner Co-Chair

2009 Usability Professionals Association International Conference, Panels Co-Chair

2008 Usability Professionals Association International Conference, Idea Market Talk “Back-end Usability”

2002-2006 Talks – New York University, School of Professional Studies Master’s Program

 

EDUCATION

New York University MS, Digital Publishing

University of California, Santa Cruz BA, English

ADDITIONAL TRAINING

Human Factors International (HFI): Putting Research into Practice

HFI: Quantitative Analysis for Usability

HFI: User Centered Analysis

Nielsen Norman Group (NNG): eCommerce Usability

NNG: User Testing

Edward Tufte: Presenting Data and Information

UC Berkeley: Cognitive Psychology

Alberto Cairo: Analysis and Data Visualization

New York University: Statistics for Business

 

MEMBERSHIP

Member – User Experience Professionals Association

Member – NYC User Experience  Professionals Association

Member – IxDA, Interaction Design Association

Member – Web Producers Organization

 

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