Summary

Professional Experience

 

Senior UX Designer / Information Architect

▪ TIAA ▪

2017-PRESENT

 

Reimagining web-based tools used by TIAA call center consultants, with a focus on reducing call handle time and increasing customer satisfaction. Providing consultants with tools that guide the entire call experience, enabling them to quickly identify and effectively solve client issues, proactively suggest additional tasks that would benefit the client, and automate after call work. Leading collaborative design sessions with call center consultants. Preparing interactive prototypes used to demonstrate design concepts to leadership teams and stakeholders.

 

Senior Information Architect

▪ FIDELITY INVESTMENTS ▪

2016-2017

 

Lead designer for the site used by anyone who has their workplace retirement account managed by a Fidelity advisor. Redesigning enrollment pages to increase completion rates for people signing up for the service. Creating a responsive dashboard experience that encourages engagement as participants track progress toward their retirement goal.

 

Senior User Experience Designer

▪ ATHENAHEALTH ▪

2015

 

Designing a cloud-based inpatient electronic health record system. Collaborating with design, product, and engineering teams to conceptualize and design brand-consistent user interfaces that bring simplicity and ease of use to complex tasks. Participating in user research sessions, including contextual observation, usability sessions, and focus groups.

 

Senior User Experience Architect

▪ MOBIQUITY ▪

2012-2015

 

Designing enterprise-class solutions that transform client businesses. Creating native iOS and Android applications for smartphones and tablets. Designing web applications and portals. Facilitating collaborative design workshops, conducting user research and heuristic evaluations, creating detailed wireframes, and producing interactive prototypes.

 

Senior User Experience Designer

▪ NOKIA ▪

2010-2012

 

Developing user experience designs for Nokia mobile applications. Definition of use cases, conceptualization and design of workflows, and creation of storyboards and detailed specifications. Heighten awareness of cross-application consistency, resulting in a more cohesive user experience. Creating prototypes and facilitating usability tests. Mentor to junior designers.

 

Senior User Experience Designer

▪ PTC ▪

2009-2010

 

Creating wireframes and writing specifications. Identifying and documenting design patterns to increase efficiency of implementation and present a more consistent user experience. Promoting user experience best practices throughout the organization.

 

Information Architect and ScrumMaster

▪ BRIGHTCOVE ▪

2006-2008

 

As Information Architect, created use cases, flow diagrams, wireframes, and specifications for new features that increased the competitive edge of Brightcove's products and enabled publishers to get video content online faster with fewer errors. Redesigned video players, providing consumers with a more enjoyable user experience.

As Scrum Master on an Agile development team, coordinated and ran meetings and removed impediments, enabling the team to complete more tasks each month.

 

Principal User Experience Designer

▪ RUCKUS NETWORK ▪

2005

 

Lead user experience designer of the Ruckus Campus website and the Ruckus Media Player application. Organized website to balance user desires for faster media discovery and social networking with company goals of brand exposure and advertising revenue. Created site index, designs, and wireframes for all website pages, allowing management to see brand presentation and providing the means for the development team to identify reusable page elements, resulting in faster implementation.

 

Principal User Experience Designer

▪ AMERICA ONLINE ▪

2000-2004

 

Lead interaction designer for the Digital Home Technologies and Digital Media Services groups, expanding the AOL service and brand to previously untapped markets of TV-based interfaces on game consoles, broadband media devices, and media center PCs. Invented a text entry system using a game controller that allowed users to input text more quickly and with fewer errors. Designed the connection setup that enabled AOL members to play online games. My designs were used by Sony and Nintendo as the model for other ISPs.

 

Principal Interface Designer

▪ iCAST ▪

1999-2000

 

Lead designer for the iCASTER, an application that integrated streaming audio and video with community interaction. Designed all aspects of the product, determined and prioritized features, performed competitive analysis, designed the look and feel, and defined the user interaction. My design specification was used as the basis for development of the iCASTER, quality assurance test plans, and initial documentation.

Prepared exercises for usability testing, facilitated usability sessions, evaluated results, and recommended design improvements to attract and retain users.

Professional Development

Presentations:

Designing in an Agile Environment at Boston IxDA nanoConference

Professional Seminars:

Prototyping Tips and Tools for Effective UX Design by Jason Miceli

Nuts and Bolts of Interface Design by Chauncey Wilson

Fundamentals of 3-Dimensional Design, School of the Museum of Fine Arts

Designing Interfaces for Complex Applications by Jared M. Spool

Presenting Data and Information by Edward Tufte

Product Usability: Survival Techniques by Jared M. Spool

Designing the Product Interface by William Horton

Graphical Invention for User Interfaces by Bill Verplank