Human Centered Experience Designer

RESUME

Design strategy: surface user needs, define problems, ideate, prototype and test, then implement
Discovery research to surface user needs and business objectives: Field studies/interviews, surveys, Task analysis, journey maps, stakeholder interviews, competitive analysis, personas, concept test, card sorting
Evaluative research to iterate on concepts and product optimization: heuristic reviews, usability testing, accessibility evaluation, polling, analytics review, user feedback review
UI Design: Information architecture, flow diagrams, wireframes, prototyping, development handoff

User Experience Designer/Researcher, Proofpoint, October 2020 - Present

Leading design and research on a team of product managers and developers for B2B SaaS Cybersecurity learning platform
Conducting discovery research to inform jobs to be done mapping for platform admins and their end users
Leading primary and secondary research efforts then synthesizing findings into actionable key insights for product team and stakeholders
Planning, recruiting and facilitating usability tests to uncover current product gaps, evaluate new concepts
Leading collaboration sessions to map experiences and job maps with stakeholders and product teams
Building UI designs from information architecture, test prototypes, to final hand off to development team using design system or contributing new components when needed
Lead design reviews with product team for learner dashboard to achieve WCAG 2.1 AA compliance for Voluntary Product Accessibility Template
Testing feature desirability with small experiments to get early feedback and mitigate risk
Lead UX team heuristic evaluation exercise across platform to help with customer retention and reduce negative user feedback
Setting up product feature analytics tracking to observe user behavior, measure feature adoption and create data visualizations in Pendo
Key projects: content library search and filter, content management and customization, SCORM upload, learner experience

User Experience Designer, DICK’S Sporting Goods, November 2018 - September 2020

Lead design and research on a team of product managers, designers and developers building retail and eCommerce experiences
Presented research finding and insights to team to inform solution priorities and iterations
Leveraging design system to create concepts, testing prototypes and developer handoff
Conducted research for customer PII data bases, system services and APIs design
Planned and facilitated discovery research to uncover customer and stakeholder authentication product needs and desirability to inform SaaS vendor selection
Leveraged site analytics to uncover user workflow weaknesses and optimization opportunities
Facilitated design thinking exercised with stakeholders, product teams and other designer: card sorting, empathy mapping, interviews and finding synthesis
Planned and facilitated in-store research with product team for contextual observations, co-creation prototyping sessions
Created and presented diagrams that visualize customer data across enterprise ecosystems and customer’s mental model help establish team understanding
Key projects: customer eCommerce authentication and new customer PII database

Digital Experience Product Manager/UX Designer, PNC Bank, November 2016 - November 2018

Lead design and product development on a team of product managers, designers and developers building customer services tools for enterprise banking staff
Planned and facilitated contextual research with branch staff servicing banking customers to inform new mobile app designs
Planned and facilitated contextual research with call center staff to inform new CRM application designs
Co-facilitated process evaluation workshops with customer service staff, business stakeholders and product teams
Created and presented information architecture, user flows and north star concepts to product mangers and business stakeholders.
Built UI prototypes for testing and developer handoff using PNC and Salesforce Lightning design systems
Key projects: call center customer management platform, branch employee sales support iPad app

Marketing Experience Designer, Summa (now GCI), February 2016 - November 2016

Lead design on a team of marketing managers and writer building inbound demand generation experiences
Created, managed and executed design projects for company website, customer events, and sales support
Collaborated with stakeholders and marketing team to map inbound customer experiences and workflows
Managed and collaborated with creative and technical vendors on website design and collateral creation
Key projects: website design, inbound marketing experiences, content marketing experiences

Senior Graphic Designer, Coordinator, Brunner, Inc., October 2014 - December 2015 Graphic Designer, UPMC Health Plan, May 2006 - September 2014

Graphic Designer, ADVO, Inc. (now Valassis), August 2005 - May 2006

Freelance Art Director + Designer, September 2002 - August 2005

Senior Graphic Designer, Builders’ Edge, October 2000 - September 2002 Graphic Designer, Douglas Laboratories, June 1996 - October 2000

Fundamentals of Innovation through Human-Centered Design, LUMA Institute, February 2016
Initiating and Planning Projects, University of California, Irvine, Coursera 2015
Content Strategy, Northwestern University, Coursera 2015
Human Computer Interaction Course, University of California, San Diego, Coursera.org, 2014
Bachelor of Science, Graphic Design, La Roche University, Pittsburgh, PA 1996