Resumé

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.

Led a global team of designers to streamline our Design System creation process. Designed and implemented processes to create consistency across components, led training with the team to ensure a shared understanding of tactics and goals, and crafted Jira stories to ensure transparency of project status. Successfully created a common design standard for components and a highly-organized and easy-to-navigate Figma Design System file.

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.

As the Lead designer, created the vision for a cohesive experience for our key set of B2B admin users, bringing together disparate product experiences within our ecosystem into one consistent experience. Designed end-to-end flows to support our users' needs and worked with product management and development to ensure that designs met business and technical needs. Collaborated with engineering to work incrementally toward the ultimate vision, shaping the future of our product platform.

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.