This is a close up of the Cisco Experience Lab at Cisco LIve 2015.

Research and Metrics

I have led teams in charge of user research inside of enterprise organizations and led research efforts for large clients across multi-city projects during my consulting work.

I was part of teams pioneering on-site event Customer Experience research booths at company conferences for both Oracle (Oracle OpenWorld) and Cisco (Cisco Live). I have presented on some of my research efforts at both UXPA and MIMA and internally at Cisco on CiscoTV.

Other methods I've led or been part of:

AB testing
Customer call centers listening projects
Ethnographic and ride along research for B2B experiences and in home or office studies
Eye tracking
Metrics evaluation at Oracle, Cisco, Sun using Ominture and Adobe Analytics
UX health scoring

Highlights organized by role.

Oracle
- Yearly Oracle Research booth at Oracle OpenWorld
- Conducted research with analysts that engage with Oracle to identify key content and functionality for an analyst portal
Cisco
- Member of team that launched the Cisco Customer Experience booth which traveled to Cisco Live events globally and other technology events to gather customer feedback from difficult to access customers
EightShapes
- Research and Recommendations for Department of Education to digitize processes
J. Walter Thompson
- I created and conducted the plan for a multi city research plan to test recruiting materials for the Marines
- UHC and Medica – Research lead for myuhc.com and mymedica.com Several projects over my career to both design, test and improve experience on both member and employee portals for UHC and Medica.

More about my work

Want to go deep? Please, Contact me.

Leadership

• Led the Oracle.com UX team including Design Operations • Created and led UX team at techies.com, internal lead at Sun and Cisco • Led Experience Design team at global ad agency J. Walter Thompson (https://www.jwt.com) • Created and established Strategy team at Magnet 360 • Lead and grew UX team from 2 to CX team of over 20 at marketing agency Magnet 360

UX Process

Process changes slightly depending on the team that is executing the work. I have experience in leading design process in Waterfall, Agile, Scrum, Lean UX, Design Thinking and ad hoc combinations of these methods. Process must enable a team to be effective as opposed to creating extra effort. I work diligently with teams to ensure refinement of process so effort and attention can be focused on communication, delivery and continuous learning.

Strategy & Planning

It's critical to answer questions up front to enable a faster more efficient process down the line. It also helps in determining value around assumptions and should guide focused efforts. Establishing goals for the project, the product, and the overall effort is essential so the team has a guide post for an end goal or incremental goals.

Experience Design

• I created an Experience Design team at techie.com and managed that team • I have served as the Enterprise Information Architecture Chief IA at Sun, Oracle, Cisco • I was the lead Information Architect for 3M.com framework project, Cargill.com consolidation efforts, MyUHC and MyMedica • I served as Co-Conference Chair for the Information Architecture Summit 2009 and Conference Chair in 2010

Research and Metrics

• In person research at events: CX Lab, Oracle Usability Lab • AB testing • Metrics evaluation at Oracle, Cisco, Sun • Ethnographic and ride along research • Listening customer call centers • In home studies

Usability

• Began usability testing at techies.com with paper prototyping • Developed and led creative research effort for Marines recruiting materials • Led efforts for testing with many clients • Ongoing usability vendor management for continuous improvement program at Oracle