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SUMMARY OF QUALIFICATIONS
Track record of exceeding organizational objectives through strategic thinking around product design and development with a strong foundation in user centered research. Areas of expertise include:
• Advanced product development
• User-centered design research
• Concept prototyping and realization
• Web design and development
• Vendor (OEM/ODM) management
PROFESSIONAL EXPERIENCE
T-Mobile - Advanced Technology Producer
• Identify and manage external agencies, OEM and ODM vendors partners in the creation of concept prototypes and in-line product development
• Drive use case and functional requirements for concept prototypes
• Drive process to develop full product requirements in conjunction with other Product Development groups
• Identify and manage ODMs for commercial product development • Act as program manager in software development, mechanical engineering or electrical engineering discipline for prototype and/or commercial product development projects
HTC – Innovation Team – 2007 - 2008 User Experience Research Lead (Mobile Devices) – Hardware / Software
* Design, conduct and manage research efforts, focus group, contextual inquiry and other appropriate research methods to identifying opportunities for improvement of HTC hardware, software and overall user experience.
* Create hardware and software interaction spec’s
* Collaborated with American and Asia teams on hardware development and user experience
* Managed product research efforts and priorities around user experience throughout the product cycle, from contributing to the baseline ergonomic and experiential standards to milestone exit criteria, in close cooperation with related teams such as Program Management, Development, Design and marketing
* Collaborated with product team to create prototypes and manage product team on delivery of prototypes.
* Assisted with the delivery of a diverse set of hardware and software innovations
SAFECO 2004 – 2007
Customer Experience Program Manager (Web) / Lean Six Sigma Black Belt
Accountable for overall customer experience for Safeco.com, Safeco’s consumer portal, Safeco Now, the company’s B2b portal and inside.safecco.com, Safeco’s internal employee facing website. Responsible for informing and educating 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. Managed a team of 4 usability specialists and designers.
• Lead end-to-end usability efforts for www.teensurance.com, the point of sale web site for Safeco’s Teensurance products; on track to increase market share of policies with teens from 1.5% to 3%
• Managed usability and research efforts that reduced consumer transaction abandonment rate by 15% on Safeco’s 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%.
• Lead user experience research strategies for the Safeco’ intranet employee portal which lead to overall savings of $1.2 M dollars a year
INTEL - 2002 – 2004
Human Factors Usability Engineer
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 research that lead to Intel’s 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 - 2001-2002
Customer Experience /Brand / Design Researcher
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 – 2000 - 2001
E-commerce and Interactive Usability 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 – 1997- 2001Product Research and Testing (Baseketball Footwear Development) - Nike, Beaverton, OR 1997-2000
• 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 America’s 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, Accenture / George Group 2006-2007
Certified Usability Engineer, Human Factors international, 2005
Pennsylvania State University, Bachelor of Science, Kinesiology, 1996
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