PROFESSIONAL EXPERIENCE

Design Director | Rightpoint | Mar 2015 - Present

Manage a team of 3-10 designers, conduct user research, lead design initiatives, and evangelize UX Design across internal organizations in NA, SA, EU, and AS.

• Facilitated business development and design scope for projects ranging from $250K to $1M+ in Banking and Capital Markets, Healthcare, Media, Insurance, Telecommunicationsand Ecommerce.

• Led the research and creation of 6 data-driven Journey Maps of the Auto insurance lifecycle for Esurance identifying 173 opportunities for product and process improvements for the customer and employee experience.

• Transformed the J.P. Morgan Supply Chain Finance portal identifying 63 design opportunities from research. Created an interactive prototype and tested with 21 users across 8 countries. Developed a Visual Design guide and co-authored a User Experience Metrics/KPIs strategy document.

• Re-imagined the U.S. Bank Singlepoint platform. Created 3 research-based Personas and a high-fidelity interactive prototype. Conducted research validating the design of behavioral-based Dashboard views for efficient and effective cash management, payments, reporting, and fraud detection.

• Redesigned the J.P. Morgan Access platform by creating a research-driven primary Persona and high-fidelity Dashboard navigation prototype. Design innovations contributed to earning the 'Ease of Doing Business' award from Greenwich Excellence Associates in 2020 & 2021.

Design Lead & UAT Manager - Consultant | Merck | Jan 2012 - Feb 2015
Facilitated design workshops, created wireframes, and programmed interactive prototypes for Merck platforms. Managed a quality assurance team ensuring compliance with business requirements:

• Tested and certified 20 software releases for Clinical Trials.

• Established an Agile improvement process identifying user experience deficiencies captured in testing and added to the Sprint backlog.

Design Architect - Consultant | Wall Street Journal | Mar 2009 - Nov 2011
Created wireframes for web and mobile products. Conducted focus groups, usability testing, A/B testing, and web analytics to guide design efforts:

• 28% increase in sustained viewing of the Online Print edition across consecutive quarters.
  

Design & Research Lead UX | CBS Interactive | Oct 2006- Jan 2009
Led the research and design of CBS News, Sports, and Entertainment verticals. Created wireframes and detailed design specifications and reviewed quarterly voice-of-customer data and user surveys to monitor user experience:

• 7% increase in paid product subscriptions for CBS Fantasy Football resulting from research and testing initiatives.

• 12% increase in user engagement on the LastFM music streaming site resulting from testing initiatives.

• Optimized user engagement of streaming content by examining the duration and placement of video advertisements.

• Conducted TV content emotive rating assessments for new programming.

Other Work Experience & Consulting

Senior Usability & Systems Engineer | Telcordia (formerly Bellcore)

Defined user interface and system requirements for Telecommunication software, led product demonstrations, created prototypes of network maintenance software, conducted research and usability testing.

Design it Right, LLC | Consulting

President and sole proprietor providing research and design consultation, focus group and workshop facilitation, usability testing, design recommendations, and industry presentations. Research and design services provided to the following companies:

• American Express: Conducted a usability test of a first-generation digital wallet for online shopping.

• AT&T Bell Labs: Evaluated data compression algorithms to determine acceptable speed versus visual quality acceptance as well as usability assessments of telephone technologies.

• Johnson & Johnson: Conducted a marketing assessment of an angled bottle design for infant feeding compared to a straight bottle design.

• McDonald’s: Conducted a usability assessment of the service and maintenance screen for a Frozen Desert machine and partnered with iMotions to analyze human behavioral insights.

• Microsoft: Evaluated foam mockups of new conferencing phones and tested the usability of the software interface.