As a member of a highly-motivated team, evaluate and provide crucial input on products/services to enhance their usability, customer satisfaction, marketability, and profitability. Vast experience in human factors/usability/user-centered design, evaluation, and analysis for desktop and Web applications/websites:
User Needs/Wants Investigation
*Customer Interviews at workplace/home
*User Workflow, Cognitive Model, and Needs Investigation using Ethnographic methods
*User Requirements/Goals Analysis and Specification
*Focus Group Development/Moderation
*Use Case Creation
Early Product Design Assessment
*Competitive site research and literature exploration on related studies, etc.
Insight Global T-MobileJuly 2015 to CurrentUser Experience Researcher Bellevue, WA
Plan and conduct field research, mainly consisting of one-one interviews and cognitive walkthroughs of UI design flows and new/revised screens, for the various retail store and customer support applications used by my team's primary users, T-Mobile sales associates and customer care representatives.
Analyze and report the findings from these studies to UX designers as well as project teams, along with recommendations for addressing user issues.
For my projects, work on a team of interaction and visual designers to discuss project requirements, UI designs, and comments provided by me and the other team members on the resulting wireframes and comps.
Conducted interview with retail store personnel and helped to analyze and summarize the data to create user personas.
Planned and conducted usability lab study with T-Mobile customers to examine new features for store product displays.
Analyzed and reported findings and recommendations to business stakeholders.
KForce AT&TDecember 2010 to May 2015User Experience Researcher Bothell, WA
As the UX lead on project teams, conducted evaluations and expert reviews of features/functionality for Enterprise and Small Business (Premier and SBO) websites supporting sales to businesses of AT&T telecommunication products and services as well as customer account management.
Collaborated in design/redesign of these websites with UX designers based on UI/User knowledge and standards as well as results from reviews and studies.
Developed and conducted "quick" evaluations with customers to examine early design ideas.
Participated in meetings with multidisciplinary teams to review business and functional requirements and UI wireframe and comps of website functionality as well as content.
In 2012, interviewed users (Small Business Owners and Telecommunications Managers) to advance development of personas.
Solutions IQ MicrosoftOctober 2008 to December 2010User Experience Researcher Redmond, WA
Worked with project team providing UX support for internal web applications used to enter/report end user support problems with software, etc.
Conducted heuristic and expert reviews as well as lab/remote cognitive walkthroughs, usability studies, and user interviews for a project that entailed the complete renovation of a primary support application.
Instrumental in the complete UI and workflow redesign of this application through working closely with UI Designer on design/redesign of this and other support web applications.
Microsoft CorporationOctober 2003 to September 2008User Experience Researcher II Redmond, WA
Provided UX support for the main online consumer and enterprise support sites.
Collaborated on UI design/redesign and developed/conducted heuristic reviews and usability tests of new and revised features for international and domestic versions of these support websites.
As part of a multi-disciplinary team, conducted user interviews, designed and evaluated a new, simplified approach to the UI design, workflow, etc., for the main Microsoft support site (support.microsoft.com).
Collaborated with information architects on ontology structure as it relates to the UI design/usability of the faceted search/navigation functionality.
Conducted cognitive walkthrough evaluations with users of UI design and workflow for initial stage of a project whose planned outcome was a user-initiated diagnostic of Microsoft software and proposed self-fixes for detected problems.
Volt Services, Inc MicrosoftApril 2003 to September 2003Usability Engineer Redmond, WA
In charge of UX research and design/redesign with UI designers for Training & Certification and eLearning products.
Contributed to direction of product design via UI/Usability reviews, heuristic evaluations, UI discussions with designers, and usability lab studies.
Developed, conducted, analyzed, and presented results of usability study that prompted significant changes in definition and method of delivery of Visual Studio tutorials.
Contributed to specification of user requirements for new eLearning courses/workshops via competitive usability studies and presentation of results.
Attachmate CorporationJune 1998 to September 2002Sr. Usability Engineer Bellevue, WA
Led UX efforts on product teams for client host terminal emulation and connector software, as well as for Desktop and Web management software.
In collaboration with key team members, analyzed and defined user goals/requirements, outlined user workflow, and worked on design of user interface.
Evaluated user interface with users via heuristic reviews and lab and competitive benchmark studies, analyzed and reported results and design recommendations, and presented results to teams.
Performed Section 508 accessibility analyses of products and consistency reviews.
As usability lead, supervised junior usability specialist for 1½ years.
Microsoft CorporationSeptember 1994 to June 1998Usability Engineer Redmond, WA
Asymetrix CorporationMarch 1993 to August 1994Usability Specialist Bellevue, WA
Compaq Computer CorporationAugust 1989 to October 1992Human Factors Engineer Houston, TX
Computer Sciences Corporation AT&TFebruary 1987 to July 1989Human Factors Engineer Cincinnati, OH
Education and Training
Kansas State University1986M.S: Industrial/Organizational PsychologyManhattan, KSIndustrial/Organizational Psychology 3.95
Kansas State University1974B.A: Psychology and SociologyManhattan, KSPsychology and Sociology Phi Beta Kappa, Graduated Cum Laude 3.6 4.0
Activities and Honors
Association for Computing Machinery - Special Interest Group for Computer Human Interaction (SIG CHI)
account management, Premier, approach, com, Oral, Competitive, content, client, customer care, customer support, delivery, direction, features, functional, UX, meetings, Microsoft software, Enterprise, navigation, personnel, product design, Project Management, Prototyping, quick, renovation, research, research and design, retail, sales, specification, Supervision, user support, telecommunication, Telecommunications, Usability Testing, user interface, UI Design, Visio, Visual Studio, web applications, website, websites, Workflow, workshops, Written Communication Skills