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SUMMARY OF QUALIFICATIONS
Track record of exceeding organizational objectives through strategic thinking and consumer based research and design. Resourceful and results-centered leader committed to innovative thinking and developing relationships that achieve immediate and long term objectives. Proven expertise in:
Design Research
Product development
User-centered design and usability
Customer experience research and insights
Web design and development
Web & Customer Experience analytics
PROFESSIONAL EXPERIENCE
HTC Innovation Team 2007 - 2008
User Experience / Usability Lead Hardware & Software
* Responsible for user experience deliverables for HTC's iPhone killer Touch Diamond & Touch Pro
* Collaborated on the initial hardware/software experience for Googles Android phone and platform for HTC devices
* Developed wireframes and screen flows that illustrate user interaction for mobile devices
* Conducted usability testing, heuristic analysis and user experience research on Windows Mobile Devices to identify
opportunities for improvement of HTC hardware, software and overall user experience
* Drove product usability goals and priorities around user experience throughout the product cycle, from contributing to the
baseline ergonomic and usability standards to milestone exit criteria, in close cooperation with related teams such as
Program Management, Development, and Design.
* Collaborated with global product teams to create usability prototypes and manage product team on delivery of prototypes.
SAFECO Seattle WA 2004 - 2007
Customer Experience /Usability Program Manager
Managed usability and research efforts that reduced consumer transaction abandonment rate by 15% on Safecos online quoting system.
Collaborated with the Internet Channel Manager, IT Teams, and Senior leaders on the redesign of the Safeco.com site which resulted in increase in high value pages by 20-50%.
Conducted heuristic evaluation of web sites and applications to help drive increased profitability and meet key business goals
Informed and educated business leaders on the benefits of user centered design and how incorporating these methodologies into the culture will reduce expenses, increase retention and increase user satisfaction
Owned corporate web metrics on the business to translate analytic information into actionable results.
INTEL, Portland, OR
Human Factors Usability Engineer 2002 2004
Accountable to senior leaders for user and task analysis, field studies, structured interviewing, usability test design and moderation, qualitative data analysis and reporting, survey design, statistical analysis, and heuristic reviews. Lead strategic usability planning, influenced the organization to become more user-centered, and created an agency-like internal group serving customers within the company.
Lead project to research that lead to Intels move to wireless notebooks. This decision directly increased employee productivity 37.3% leading to increased employee productivity of $5000 per employee/year. (White Paper)
Conducted primary human factors and usability testing and analysis for the Intel.com web site, 10 FT UI applications, wireless, hardware and software products
Conducted heuristic evaluation of web sites, hardware, and applications that offered project teams quick usability recommendations to help mitigate support and training costs
ZIBA DESIGN, Portland, OR 2001-2002
Customer Experience and Brand Research Analyst
Responsible for conducting primary and secondary strategic research and analysis on consumers and consumer packaged goods (CPG). Directed (Fortune 500, start up, etc.) clients in brand research and strategy.
Developed evaluative tools that drive, inspire and inform upcoming design activities
Performed rapid ethnographic research
Created and presented recommendations to internal client teams
Inspired design teams to create new and innovative product designs
WEBCRITERIA, Portland, OR 2000 - 2001
Customer Experience / Usability Research Consultant
Consulted Fortune 500 customers on the ease-of-use of their web channels and directed them on how to create a more positive online experience that would increase sales, decrease abandonment, and increase user satisfaction
Performed competitive analysis of similar products in the market
Created, pre-design, HTML prototypes for testing and analysis
Interpreted traffic and usability data while focusing on clients key business objectives
Conducted usability tests and heuristic evaluations to learn how consumers interact with web applications and software products
Presented key findings and recommendations to clients
NIKE, Beaverton, OR 1997-2000
Product Research Analyst (Footwear)
Worked with the basketball and Jordan teams and reported to Asia / America development and creative directors to oversee all product research.
Conducted sensory perception research for advanced and in-line product groups to uncover manufacturing or customer experience issues
Communicated product issues to Americas development and Asia manufacturing team to allow for changes in manufacturing process that helped decrease product defects and returns
Assisted global development team in the commercialization of footwear products
Designed and implemented product testing plans to maintain research consistency and standards
Created surveys and questionnaires to elicit quantitative and qualitative customer feedback
Obtained consumer insight through travel to key category events
Conducted focus groups to help drive urban product direction and determine new areas of business
Created and implement market research strategy for Nike Basketball key accounts
EDUCATION & TRAINING
Lean Six Sigma Black Belt, George Group (Targeted certificate date December 2007)
Certified Usability Engineer, Human Factors, 2005
Pennsylvania State University, Bachelor of Science, Kinesiology, 1996
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My Experience 
