Manager/Lead User Experience Designer
I have been working as a Lead User Experience Designer, or Information Architect for more than 2 decades with my last few positions being at UPS, US Bank and over 12 years as a Lead UX at IBM. My experience ranges from mobile, web, web applications, SaaS, e-commerce, enterprise systems, reporting and analytics platforms, intranets, product and services lead generation, healthcare, EHR platforms, entertainment media sites, online forums, and content management and customer relationship management systems.
As a UX Manager, I evangelize and educate the organization about the role UX plays in improving customer experience, and the importance of implementing an ongoing UX strategy. I am a natural mentor and collaborator and always look for ways to improve, whether it’s team process and workflow, or an application, product, or service.
As a Lead UX I work directly with the client to create, manage, and facilitate the discovery, design, testing, and implementation of the product incorporating business needs, empathy for the users, and a clear understanding of user-centered design. My real expertise is analyzing and simplifying complex problems and always taking a customer-centric systems approach to projects so that full ecosystem outside of UX is taken into account.
Selected Work
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UPS Supply Chain Symphony
Experience Lead for the UPS Supply Chain Symphony B2B website. Worked closely with Product team to enhance the usability and scale of the recently launched MVP version. Conducted competitive and design system research, proposed IA/UX strategy and improvements, collaborated on detailed requirements gathering and created wireframes.
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US Bank
User Experience Architect for B2C personal credit card, checking, and CD pages. Created responsive wireframes, migration mapping to new AEM design system, and led pitch process for new components.
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IBM Supplier Connection
Supplier Connection was a portal sponsored by IBM, Bank of America, Citigroup, Pfizer, and UPS that provided a single streamlined online application site for small companies to apply to do business with them.
As the Lead UX Designer, I was tasked with unpuzzeling the previous problematic external agency designs, doing a UX Analysis to detect site issues after recently moving to Bluemix, and fully flushing out the user task flows for all user roles to analyze and determine problems and gaps.
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Volvo
UX Specialist for the Grey Group on the Volvo - V60 Cross Country What Matters hybrid adaptive (mobile, tablet, desktop) minisite and interactive map experience. Responsible for requirements gathering, competitive and exploratory research, SME interviews, determining technical feasibility of concepts, wireframes, and QA of final product.
Case Studies
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IBM Watson Health, Micromedex with Watson
Lead User Experience Designer for the migration of Watson Health Micromedex to a new Drupal based design system and streamlined the hybrid agile team work flow to support the new process.
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IBM Support, Support Search for Watson
Lead User Experience Designer for the redesign and expansion of Support Search with Watson. Support Search with Watson was the embedded search engine in the internal IBM Support ticketing system used by Support Agents and Engineers developed using Salesforce.
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IBM DBG, Digital Offering Funnel
Lead User Experience Designer for the redesign the Digital Business Group’s enterprise Reporting and Analytics tool called the Digital Offering Funnel. This involved the integration of multiple Reporting and Analytics tools into a singular platform and expansion of the KPI’s to follow the entire customer journey from visits and page engagement through responses, sales chats, trials, orders, and wins.
