- User experience professional with 10 years of experience focused on user research, usability, and information architecture.
- Conducted over 800 hours of user interviews and usability test sessions. Recognized for an ability to distill large amounts of data into actionable recommendations and to communicate them to audiences large and small.
- Worked as part of in-house team and being client facing in agencies; in an agile development cycle and on long-term redesign projects.
- Experienced with the following methods and tools: contextual inquiry, field interviews, remote usability (moderated and unmoderated), diary studies, Axure, OptimalSort, SurveyMonkey, Silverback, and VerifyApp.
UX Research Manager
February 2012 – Present
- Leads a team of researchers that support the Product teams. Responsible for the research agenda and determining methods to answer team questions. Conducts discovery level research, prototyping, and usability testing of consumer and merchant websites and apps.
- Implemented new processes that increased the amount and efficiency of UX research: added an online form to quickly recruit participants, initiated the use of remote moderated methods, and hired new researchers so we could conduct multiple test sessions each week.
- Co-created a new research tool using Twilio that is used for SMS based diary studies. The tool has been used to collect user behavior over a week to help the Product teams get a deeper understanding of how people use our products.
- Conducted a series of research to define the next iteration of Merchant Center, the website and tools used by business owners who partner with LivingSocial. Phases included one-on-one field interviews, early concept validation with iterative prototypes, usability tests of the first-time experience, and interviews with Beta merchants.
Senior Information Architect & Team Lead
April 2009 – February 2012
- Lead Information Architect on travel.state.gov redesign project. Responsible for the overall architecture and global consistency of the new sites.
- Designed usvisas.state.gov, one of the new sub-sites of travel.state.gov, with new features including improved navigation, site customization based on nationality, a wizard to find the appropriate visa, and widgets to display the proper fees and wait times.
- Created wireframes and a clickable prototype in Axure. Planned and conducted 3 rounds of usability testing to refine the wireframes and to demonstrate the improved architecture to the client.
- Created and conducted a course on web writing so content owners could meet requirements of the Plain Language Act of 2010.
User Experience Consultant
September 2008 - April 2009
- Responsible for analyzing and defining the solutions delivered to users of aarp.org, with emphasis on usability. Developed the UI requirements from initial sketches through wireframes and prototypes.
- Improved the site registration process after conducting a competitive usability evaluation. Recommended changes to the field labels, tooltips, and error handling to increase completed registrations and decrease the time to complete the process.
- Implemented a monthly usability testing plan to fit into AARP’s Agile development cycle.
User Researcher & Human Factors Engineer
January 2002 – August 2008
- Lead User Researcher on ethnographic project to define home and small business users in China, Russia, India, and Brazil. Responsible for writing the discussion guides, moderating the interviews, and data analysis. Facilitated working sessions with marketing, engineers, and managers to create frameworks that defined user behavior and ideas.
- Lead Human Factors Engineer on multiple HP Deskjet printers. Responsible for planning and conducting user testing, balancing usability needs with cost structures, and writing and maintaining the User Experience Specification which outlines the interaction between the device interface and the user.
- Extensive usability testing experience including writing test plans, co-creating prototypes of user interfaces, test moderation, data and video analysis, and working with engineers and designers to incorporate test findings into product development.
Action Design Meetup Group, January 2013
Twilio Webinar, November 2012
M.A. Human Factors and Applied Cognition
George Mason University, 2001
Furman University, 2000