Deeply-experienced, thoughtful, intentional XD team leader and builder with 20+ years of agency and client experience taking vaguely defined business goals and poorly-understood customer needs, and turning them into concrete product development roadmaps, with traceable metrics. Working with diverse, talented teams at Capital One, Volkswagen, L’Oreal, Campbells, Merck… and a dozen more Fortune 50 companies… I’ve devised UX Research & Experience Design strategies that have helped to focus precious development and marketing budgets on the highest-value customer needs. My most recent work includes:- UX Architecture & Design for the new GRAMMY.com and family network of sites. - Service Design and Research Ops strategy to help one of the Top 3 streaming services organize, measure and track their entire online Customer Journey. - Market opportunity and sizing research for a novel short-term leasing product from Volkswagen - Designing Capital One’s first in-house usability lab, giving them a world-class environment toto grow their internal research team from zero to 100+ people.My mission is to collaborate with the best visual design, technical development and product ownership teams, delving into their customers’ goals, and aligning their business objectives and priorities. From audience research and task analysis, to information architecture, interaction design, usability studies, usage analytics and demand forecasting - my team and I have expertise in a wide range of tools and approaches that will help you create an amazing experience for your stakeholders (all of them).Oh, and I'll teach the rest of your team to do what my team and I do, so that you don't need to keep us around forever. Though we can be good company. Specialties include: User-centered design, research and persona development; Rapid concepting and prototyping; experience design; user experience strategy; competitive analysis; information architecture and interaction design; customer experience management; and digital strategy.And yes, I also do UX.