User Experience (UX) Strategist, Researcher and Designer with over 15 years experience across the spectrum of research and design activities. Skilled in leading UX researchers and designers, as well as cross-functional teams, through iterative, incremental processes for gaining user empathy, identifying unique opportunities, and arriving at innovative solutions. Talent for guiding delivery of delightful end-to-end experiences that address integration of hardware, software and environments; convergence of devices and services; and continuity across platforms and media types. Expertise supported by consulting and corporate experience as well as PhD.
Alaska Airlines – Seattle, WA : 2016-present
Director, E-commerce User Experience
Lead team of user experience strategists, researchers and designers in delivering customer-facing digital experiences for Alaska Airline's $3 billion, multi-channel e-commerce business, including its website (www.alaskaair.com), mobile applications and kiosks.
Slalom – Seattle, WA : 2014-2016
Business and technology consulting firm
Experience Design Director
Led the Experience Design (XD) team in Slalom’s Seattle market. Provided guidance on a full spectrum of activities, including: design process/approach, product strategy, design facilitation, user research and insight, content strategy, information architecture, information visualization, interaction design, rapid prototyping and visual design.
First Data Corporation – Atlanta, GA : 2012-2013
Global payment processing company with 24,000 employees
Director of User Experience in Innovation Lab
Established and led the UX research and design team, applying design thinking to innovate in payments industry.
Independent User Experience Consultant – Atlanta, GA : 2007-2012
Allowed companies – creative agencies and technology startups – to bring in much needed expertise from single source rather than many. Engaged in experience strategy, design research and interaction design work and provided tactical deliverables on time, within budget, and of exceptional quality.
Echo Visualization, LLC (EchoViz) – Atlanta, GA : 2003-2012
Boutique design firm focusing on interactive digital experiences
User Experience Strategist (2007-2012)
Provided specialized design services for clients in diverse industries, including mobile device, medical device, consumer product, industrial equipment, eCommerce and software as a service. Clients included: ADVA Optical Networking, Alltel Wireless, Dresser, GE, Guided Therapeutics, Hewlett Packard, LazyDays, MAKO Surgical, Nutro, Orkin, Sears Holdings Corporation, The Raymond Corporation, Toto and TurboChef.
Delivered solutions with consistent brand language and management, by establishing conventions for interacting with content across multiple channels and transitioning traditional media into digital formats.
Shepherd Center – Atlanta, GA : 2002-2007
Rehabilitation Engineering Research Center for Wireless Technologies
Research Project Coordinator
As mediator between people with disabilities and the wireless industry, gathered information from individuals with disabilities on their needs and desires associated with mobile devices – planned and led contextual inquiry, designed and evaluated prototypes, managed programmers who helped develop prototypes, and conducted usability testing of existing devices – and leveraged output in developing and delivering design training for the wireless industry.
Georgia Tech, School of Industrial Design – Atlanta, GA : 2002-2007
Instructor / developer of curriculum for product interface design coursework
Design Science – Philadelphia, PA : 2000-2001
Design consultancy focused on fitting products to people
Created interaction design deliverables for virtual learning and medical equipment projects, considering client and user needs as well as clinical testing requirements
Talisman Creative – Atlanta, GA : 2000
Interactive marketing startup
Promoted and applied 3-dimensional approach and expertise in concept development for and design of interactive marketing tools.
PhD : Georgia Tech, College of Design - Atlanta, Georgia
Dissertation : Designing for Diverse Users - a case study on touchscreen smartphone customization.
BS in Industrial Design : Georgia Tech, School of Industrial Design - Atlanta, Georgia
Customer Focused Innovation Executive Education : Stanford Graduate School of Business - Palo Alto, California
One week program combining the d.school's Design Thinking Boot Camp with classroom dialogue on strategic frameworks for developing innovative solutions and building a customer-centric culture. Highlights included:
Industrial Designers Society of America (IDSA) : 2011 - 2012
Human Interaction Section Vice Chair
Georgia Tech Business Network (GTBN) : 2007 - 2010
Elected Board Member, Secretary (2008-2009)
US 2010/0179844, “Information Reporting System for Managing a Fleet of Industrial Vehicles,” Vicki Haberman and others.