Resumé

Summary

Experience

  • Seven years collaborating with software engineers and product owners in an Agile and Lean Startup software development environment.
  • Nine years designing and creating wireframes, flows, visual mockups and information architechture while leveraging user centered design principles.
  • Six years evangelizing user experience from within, leveraging UX tools to improve product management and software development processes.
  • Five years creating interactive designs, developing HTML, CSS and JavaScript code and maintaining customer-driven websites.
  • Seven years creating, editing and managing static and dynamic content.

Skills

  • Deadline driven, extremely detail oriented, highly organized, creative and resourceful.
  • Adept at working autonomously or collaboratively as a member of a cross-functional multidisciplinary team.
  • Outstanding troubleshooting, decision-making and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Bringing people together through genuine shared interests to cultivate cross-pollination of ideas and foster stellar corporate culture.

Capabilities

User Centered Design

Workflows, Wireframes, Prototypes
Mockups, Visual Designs, Storyboards
Native iOS and Android Mobile App Design
Web and Desktop App Design
Responsive and Static Website Design
Information Architecture, Sitemaps
User Stories, Functional UX Specs

User Research

Usability Testing, A/B Testing, Web Analytics
User Research Interviews and Surveys
Persona Research and Creation
Customer Experience Journey Mapping (CXJM)

Applications & Tools

Adobe Photoshop, Illustrator, Acrobat Pro
Axure, Proto.io, Silverback, UserTesting.com, Survey tools
OmniGraffle, Visio, Lucidchart
Word, Excel, PowerPoint
Keynote, Dropbox, Google App Suite

Methodologies & Development

Agile Methodology, Scrum and Kanban
Lean Startup Methodology
Jira, Rally, Trello
Bootstrap, Material Design
HTML, CSS, JavaScript
Dreamweaver, Hand Coding
Macintosh, Windows

Highlights

First to implement UX practices at an established B2B SaaS company practicing Agile as well as Lean Startup methodologies. Created a shared understanding of UX with software engineers and product owners by integrating with Scrum teams and producing provisional personas, workflows, wireframes, visual mockups and interactive prototypes within existing sprint cadence. Demonstrated the value of user centered design by conducting surveys, usability tests and A/B tests to convince colleagues at all levels of the organization of the value of UX. Worked with recruiters and hiring manager to craft job descriptions, develop interview protocol, conduct interviews and successfully build a UX team of 5 within 18 months.

Led redesign of customer portal workflow, information architecture and visual design with development team. Identified problematic usage patterns through analysis of traffic and flow data in google analytics and conducted stakeholder interviews to inform the new design direction.

Championed the implementation of responsive design and worked closely with development team to leverage bootstrap on a stand alone web application. Conducted several quick rounds of usability testing with an interactive prototype, leveraging learnings to eliminate usability issues before product launch.

Identified the need for and led the effort to consolidate disparate personas into a single cohesive set leveraged by user experience, product management, engineering and marketing.

Educated many people in several organizations through engaging presentations, bookclub discussions and workshops about user experience, customer experience, lean startup and agile methodologies. Individually coached several people on unbiased interview techniques.

Taught user centered design principles to developers through demonstration and practice while embedded on the team, simultaneously expanding their skill set and increasing UX awareness in the development community. They were ultimately able to make thoughtful UX decisions without direct guidance, speeding development and improving the user experience of the final product.

Designed and performed usability study to determine potential problems before the introduction of a new feature into a long standing product. Collaborated with account and product managers to recruit participants and write the test script. Raised awareness about UX throughout the organization with a well attended open observation room.

Partnered with product strategist during ideation phase of a new B2B SaaS product to produce wireframes followed by visual comps based on several rounds of user interviews. Collaborated with a software engineer to create an interactive prototype with realistic data in order to conduct usability tests. Worked with business development to recruit participants, wrote test script and conducted usability tests at an industry conference. Analyzed results and made recommendations to begin beta development of product with expanded team. Product went live with 10 charter customers within 9 months.

Conducted customer interviews along with product manager to create shared understanding of user goals for existing B2B SaaS product. Melded understanding of user, business and technology goals to redesign the product resulting in a 15 point increase in our Net Promoter Score (NPS) and nearly doubled product usage among existing customers.

Introduced several new user experience methods including Kano Analysis to help product management prioritize lengthy list of backlog features and Customer Experience Journey Mapping (CXJM) to identify customers' pain points with our entire brand, not just a single product.

Designed a series of A/B tests to support the business goal of increased conversion via account sign up. Worked with software engineers to implement Website Optimizer to perform tests. First new design tested increased conversion by 25%.

Created new information architecture of customer support section of B2B Ecommerce application by gathering artifacts to create content inventory, analyzing call center reports and interviewing product manager to redesign navigation. Created wireframes, visual mockups of new navigation and content then developed HTML, CSS and JS to function within the application framework.

Acted as user advocate during requirements gathering sessions with business partners, developers and stakeholders to help guide decisions toward user-centric solutions. Translated business requirements into wireframes, visual mockups and user workflows as a member of an Agile interdisciplinary team to form the organizational foundation of B2B Ecommerce platform that generated over $6 million per day in sales.

Created visual design and information architecture for brochure site based upon existing printed marketing materials and interviews with marketing department and product manager. Developed site HTML, CSS and JS code and created or sourced all supporting graphics. Managed project timeline and deliverables from initial request to site launch.

Employment

Commerce Kitchen Denver, CO

Nov 2016 — Present

  • Director of Experience Design

ReadyTalk Denver, CO

Oct 2013 — Jul 2016

  • User Experience Design Engineer

Home Advisor Golden, CO

May 2013 — Oct 2013

  • Senior User Experience Designer

Return Path, Inc Broomfield, CO

Aug 2010 — May 2013

  • User Experience Engineer

Staples, Inc / Corporate Express, Inc Broomfield, CO

Jul 2006 — Aug 2010

  • Lead Interactive Designer
  • User Experience Web Designer
  • eBusiness Content Developer

Hostworks, Inc Denver, CO

Nov 2005 — Jun 2006

  • HTML Developer
  • Customer Support Representative

Metropolitan State College of Denver Denver, CO

May 2005 — Nov 2005

  • HTML Developer
  • Customer Support Representative

Sun Microsystems Broomfield, CO

Jun 2000 — Nov 2004

  • Technical Support Engineer II
  • OS/Software Support Technician
  • User Administration Technician
  • Remote Access Support Technician

CallConnect Communications Boulder, CO

Feb 1997 — May 2000

  • Help Desk Analyst
  • Web Content Developer
  • Benefits Counselor
  • Customer Service Specialist

Education

Certified Usability Analyst

Human Factors International | 2008

Bachelor of Science in Technical Communications

Metropolitan State University in Denver, CO | 2010

  • Concentration: Interactive Media Production
  • Minor: Digital Media with a concentration in Interactive Media Production
  • Award: Outstanding Multimedia Student of the Year, 2006

Continuing Education

UX Immersions: Interactions

User Interface Engineering | May 2017

Lean UX Workshop

Jeff Gothelf | Mar 2016

UX + PM Virtual Conference

User Interface Engineering & Rosenfeld Media | Feb 2016

Digital Customer Experience Strategies Summit

Digital CX Summit | Sep 2015

A Day Apart: Mobile Design Now by Luke Wroblewski

An Event Apart | Nov 2014

An Event Apart

An Event Apart | Nov 2014

Agile for Teams

Agile for All | Aug 2013

IA Summit

IA Summit | Mar 2012

Presenting Data and Information

Edward Tufte | Jun 2011

IA Summit 2011

IA Summit | Apr 2011

Certified Usability Analyst Track

Human Factors International | Jan 2008

  • User Centered Analysis & Conceptual Design
  • The Science and Art of Effective Web and Application Design
  • Practical Usability Testing
  • Putting Research Into Practice