Professional Experience:
| User Experience Evangelist |
Microsoft Corportation 2006 - Present |
| Responsible for the User Expeirence Evangelism practice in for the Western United States. |
- Key activities include:
- Develop awareness, excitement and capability in Microsoft's User Experience technologies in top design organizations and influentials
- Work with Microsoft customers to understand the strategic business value of User Experience. Works with both business and technical decision makers
- Bring the User Experience learning from the field back to Microsoft, improving both the product suite, as well as the organization overall
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| Director of Experience |
Flock, Inc. 2006 - 2006 |
| Responsible for the feature set and user experience of the Flock web browser. |
- Key activities included:
- Led usability testing and resulting design refinements for Cardinal (0.7). Results: Increased user base ~16 times
- Facilitated multiple focus groups to determine appropriate marketing message, user needs, and determine feature set
- Defined the feature set and UX pattern for Flock 0.8 and 1.0. Became de facto Product Manager
- Represented the company to external at various company functions
- Managed partner relationship with third party
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| Lead Information Architect |
Walmart.com 2005 - 2006 |
| Responsible for experience design of the Digital Life offering – Digital Music Downloads, Custom CDs, Physical CDs, and Photography service. Digital Life accounts for 75% of all SKUs sold at Walmart.com. |
- Primary Responsibilities:
- Heavily involved in evaluation of potential third party partners
- Acted as Product Manager for key third party partnerships
- Revamped the purchase process in Digital Music, introducing a non-disruptive, AJAX-based cart experience. Results: Average order size increased between 25% - 46% week over week (view)
- Integrated Muze information into the physical CD store, creating new discovery features. Results: First time prototype-based development process was used at Walmart.com. Increased conversion 10-15% (view example)
- Heavily involved in revision of User Experience Ddevelopment Processes for the organization
- Created prototype-centric User Experience development process
- Lead the Information Architecture community
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| User Experience Architect | Strategic Architect |
GTECH Corporation 2003 - 2005 |
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GTECH is the largest lottery system in the world. Founder and lead of User Experience team. Chief advocate of user needs. |
- User Experience Activities:
- Created User Experience practice. Introduced Ethnography, Contextual Inquiry, Rapid Prototyping, Interaction Design as a formal discipline, and Usability Testing to GTECH
- Led the design of the product experience for the Enterprise Series (ES) Application Suite world-wide. Results: Received kudos from customers on productivity increases of ES Applications
- Designed player experience across multiple channels (retail, online, mobile, mail)
- Tied usability improvements to increases in developer productivity – developed entirely CSS based layout for ES Applications. Results: Reduced implementation costs for the presentation layer by 56%
- Created Enterprise-wide Styleguide and standard components for use across ES Applications. Results: Established a consistent conceptual model and look & feel. Created the concept of the ES Application Suite, replacing a loosely-coupled applications
- Special Projects Work:
- Developed prototype social space game based off of existing Hot Trax game for CEO. Developed multiple mobile channels (Palm OS, MS Smartphone, PocketPC, J2ME) for use in a gaming venue. Results: Scheduled for field-test in RI jurisdiction
- Emerging Technology Review:
- Evaluated emerging technologies for use in GTECH applications. These technologies include: 'Ajax' applications, WiMax, RFID, IVR, ePaper, Grid Computing, Location Based Services, Agent Technology
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| Delta Company Consulting Group |
President | Founder 2002 - 2003 |
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DCCG uses constituent-based design skills to solve business problems. Our work identifies the internal and external needs of the organization, and designs systems to address them.
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Selected Project Work:
- GTECH Corporation
- Project GRace - Lead the User Experience development for the company’s suite of back-office products. Initial delivery to California Lottery ($281 million implementation), the largest domestic customer. Will be deployed to GTECH customers worldwide for the next 10 years. Results: Asked to found the User Experience group at GTECH
- KM Pilot - Worked to ensure the team was successful through effective client relationship management. Results: Roll-out of the pilot will create an initial ROI of $68 million after three years on a $5 million investment
- Major Financial Information Services Company - IA / Brand development project – Led the conceptual development of the new web presence. Made tangible the new positioning of the company for businesses, individual consumers and general information seekers
- Major Software Company - Brand Strategy – Participated in the development of new brand architecture to unify the presentation of their technology portfolio
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| Director - Experience Strategist | Customer Experience Architect |
Scient1999 - 2002 |
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Lead the Experience team’s activities from pre-sales through delivery. Key duties include project planning with other team leads, user research, feature / functionality / scope definition, brand development, and leads the development of IA, UI, visual design, and content strategy.
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Client Work:
- CheckFree - Project Quantum Leap - Using creative problem solving techniques, worked with client team to develop a strategy that reduces per transaction costs from $0.40 to $0.09 over 18 months. Results: 75% reduction in cost per transaction resulting in a cost savings of $60 million over 18 months
- Vectren - Midwestern gas / electric utility focused on the Indiana and Ohio markets.
- eEnablement of Vectren Energy Delivery (www.vectren.com) - “eEnablement” of Vectren’s regulated utility business. Creative direction was the basis of print and television advertising. Results: Reduced cost per call from ~$10.00 to below $1.00. Received kudos from Chairman & CEO, as well as CIO. Final portion of strategy was implemented in 2004. Work was recognized as best of class deliverable within Scient. Was hired by same executive at CheckFree Corporation
- MyHomeFriday - Retail strategy designed to leverage Vectren’s outstanding ties to the local community. The business finds, recommends and schedules home and personal care services
- FinalBill - ASP focusing on delinquent collections
- Boats.com (www.boats.com) - Version 2.0 - Developed the revenue generating portion of Boats.com, including an exclusive eBay partnership, private label bank, insurance, billing & collections operations for affiliated dealerships. Results: Provides the primary revenue stream for Boats.com
- Multi-National Telecommunications Provider - Developed an enterprise-wide eBusiness strategy consisting of two elements:
- Redesign of corporate site - Developed new, customer centric organization of products and services, rationalized brand architecture, and eliminated extraneous brands. Site provided better field support of sales personal and reduced the reliance on printed product marketing material
- Track 1: eEnablement of the existing business - Focusing on sales force automation. Results: Reduction of the sales cycle by 50% (181 to 90 days for average, projected cost savings and incremental revenue increase of $1-2 Billion over 5 years). Work was recognized as best of class deliverable within Scient
- Sephora (www.sephora.com) - Launch - Developed and managed the cataloguing and posting of over 3000 product images from over 120 cosmetics manufacturers. Included developing the image processing technique and guidelines
Scient Internally Focused Work:
- Services Manager - responsible for career guidance, mentoring and management of 7 colleagues in the Strategic Services Group
- Experience Vision Board - Provides thought leadership to define Experience Strategy at Scient. Worked closely with the Chief Experience Strategist to support existing Scient business offerings and identify future trends
- Collaborative Commerce and Constituent Experience POV - Helped to define the Collaborative Commerce offering and critical role of constituent experience
- Customer Experience Architect Neighborhood Co-Founder - Co-Founded and co-lead a community to support other Customer Experience Architects and Experience Strategists. Developed and shared best practices, tools and templates
- Customer Experience Subject Matter Expert for Telecommunications & Utility Business Unit - Responsible for providing Customer Experience guidance on new business opportunities and projects in the Telecom Utility Business Unit
- Knowledge Navigator - Working with the CKO and the COO, led the requirement gathering, design and development of the enterprise knowledge management system (the Scient Zone)
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| Producer - Interactive Media |
Siegel & Gale 1997 - 1999 |
| The Producer is responsible for project quality and timeliness. Duties include: project management, scope definition and management, client communications, contribution to the strategic, creative, and implementation decisions. |
Selected Client Work:
- SEI Investments – Private banking and back-office financial software provider. Developed branded and OEM account access product
- Bristol-Myers Squibb - Internet strategy for U.S. Pharmaceuticals group. Contributed to developing an internet strategy for each of B-MS’s therapeutic groups
- CEMEX – International cement manufacturer, operating in 122 countries. Siegel & Gale’s top client for 1997 and 1998. Developed new online brand presence
- Manulife - Intranet/Extranet – Notes-based Intranet/Extranet providing practice management and up to date product information for field representatives.
- Scudder Kemper Investments – S.K.O.R.E. – Prototype of a personalized financial services portal serving several multiple audiences
- The Markle Foundation (www.markle.org) - Website / Content Management System – Notes-based Web site and Content Management System
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Education:
- Vassar College, Poughkeepsie, NY: Bachelor of Arts - The History of Art, May 1997
- University de Paris IV - Sorbonne, Paris, France: Cours de Civilisation Française: August 1996
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