Directed high-level design vision for 3 end-to-end digital experiences across 4 lines of business that support customers in 16 languages across 40+ countries
Hired, managed, mentored, and established design critique process for a 6-person UX design team of junior, mid-level, and senior designers
Led redesign project of mobile, tablet, and desktop customer returns experience though user research, requirements definition, ideation, implementation, and launch, resulting in a 2.78M annualized contact reduction and a $7.53M savings worldwide
Orchestrates annual director-level strategy document, coordinating content inputs from 10 teams
Orchestrates annual director-level strategy document, coordinating content inputs from 10 teams
Establishes and manages 30+ annual director-level goals for key business and employee initiatives
Oversees diversity, equity, and inclusion annual planning across 5 teams
Arranges semi-annual multi-day leadership strategy summit for 25 participants
Creates daily operational reports during peak business cycles to inform leadership decision making
Directed high-level design vision for 3 end-to-end digital experiences across 4 lines of business that support customers in 16 languages in 40+ countries
Hired, managed, mentored, and established design critique process for a 6-person UX design team of junior, mid-level, and senior designers
Partnered with tech and product leaders across 7 projects to determine project priority and establish processes within an Agile environment
Directed formation and delivery of executive-level presentations
Oversaw user interviews of 50+ associates and evaluative research of 3 experiences
Served in leadership position in 30-person design studio
Directed design team through redesign of returns center associate experience, used by 30K+ associates worldwide. Oversaw foundational research, cross-functional design sprints, design creation, and presentation formation and delivery
Led redesign project of mobile, tablet, and desktop customer returns experience though user research, requirements definition, ideation, implementation, and launch, resulting in a 2.78M annualized contact reduction and a $7.53M savings worldwide
Collaborated with product and tech partners to determine project priority, define requirements, and establish working relationship among teams
Hired, managed, mentored, and established design critique and task management processes for 1 designer and 1 writer
Oversaw design efforts and created design critique process for 4 mobile designers
Crafted mobile and tablet experiences for GoToWebinar, GoToMeeting, and GoToMyPC
Partnered with web development team to curated design pattern library, create mobile web patterns, and maintain existing desktop web patterns
Headed redesigns of the GoToMyPC Marketing Website, the GoToMeeting External Administrator mobile website, and experimental GoToMyPC feature sets for the desktop web
Led design efforts for GoToMyPC for Mac desktop application through alpha, beta, and general audience releases
Collaborated on quarterly feature release cycle with product and tech within an Agile environment
Authored and maintained internal usability testing process to craft scripts, conduct testing, analyze data, and create reports
Served as lead interface design and user research specialist on enterprise applications
Conducted accessibility evaluations for European consumer facing websites
Gathered requirements, designed wireframes, and established and maintained stakeholders relationships for internal websites and enterprise applications
TEACHING & SPEAKING
Fundamentals of UX. School of Visual Concepts, Seattle, 2019
Fundamentals of UX. School of Visual Concepts, Seattle, 2017
Mobile Design Basics. Citrix Online, 2012
Design Sprints. Amazon Web Development EU Conference, July 2019, Amsterdam
Design Sprints. Amazon Web Development US Conference, May 2019, Seattle, WA
Tips & Tricks for Quick Designs. Google I/O Extended Event, June 2015, Santa Barbara, CA
Mobile Design Principles. Mobile Apps Hack Week at Citrix Online, May 2015, Santa Barbara, CA
Designing with Security in Mind. Santa Barbara UX Meetup, February 2013, Santa Barbara, CA
SKILLS
Process. Stakeholder Management, Design Team Management, Affinity Diagraming, Wireframes, Workflows, Paper & Clickable Prototypes, Interaction & Visual Design, Agile Methodologies
Research. User Interviews, Heuristic Evaluations, Accessibility Evaluations, Competitive Analysis, Usability Testing, Research Findings Analysis
Software. Sketch, InVision, Marvel, Flinto, Omnigraffle, LucidCharts
EDUCATION
Carnegie Mellon University, 1998 - 2002
Masters, Human-Computer Interaction
Bachelors, Information Systems & Human-Computer Interaction
Minor, Technical Writing
Eligible to work in the US and EU