Beth Werner Email & Phone Number

Mountain View, Ca, Us

Menlo Park, Ca, Us

Menlo Park, Ca, Us

Ran a 12 person team focused on connecting users to the content that matters most to them. Built 0-1 products at speed, ranging from information centers to support societal flash points (Covid, Racial Justice, Election), to news, to niche interests.

Menlo Park, Ca, Us

Menlo Park, Ca, Us

Menlo Park, Ca, Us

Human Rating – Led a program to use service design principles to redesign our approach to offline rating. Led a cross-functional team and vendors to redesign our end-to-end workflow and UI design. Launched an internal tool to improve the back-end setup process for 3 different teams. Improve rater efficiency by an average of 30 seconds per task, improved accuracy by 18%, and reduced flow setup by 22 steps. Redesigned tracking survey- Increased opt-in rate by 4%, increased open response rate by almost 100%, and dropped misinterpretation rate from 16.2% to 2.1%. Driving User Value – Partnered with data science to run a large scale qualitative and behavioral study to identify the user behaviors associated with high value search experiences. Helping users find something they have seen before – Drove a multi-method approach to identify and design opportunities for users to find the content they had already seen on Facebook. This project touched almost every surface of the Facebook App and lead to a 3x increase in the use of the “seen posts” tool.New product development- I am currently leading a small team to drive the launch of a new product. This includes defining research for product design, engagement, new user experience, content relevance, user control, internationalization and more. This includes developing a robust process to deliver “just in time insights” ensuring that product decisions are based in user insight.

Seattle, Wa, Us

Managed a team of 15 researchers, design technologists and prototypers. Supported research for Amazon Lockers, Amazon Hub, Amazon Pickup, in-home, in-car and robotic delivery.Amazon Lockers: Package delivery lockersCo-created with delivery drivers to identify and implement Amazon Locker kiosk improvements which reduced time on task and improved accuracy of locker deliveries.Created training for Amazon delivery drivers which reduced undelivered locker packages by over 40%. Amazon Hub: Package delivery lockers for Apartment Complexes Developed the service design approach for the launch of Amazon Hub, a version of Amazon locker for apartment buildings. Including developing the sales pitch, installation approach, property manager training, and residential launch.Drove Amazon Hub post launch improvements to reduce new property installations from 9 months to 6 weeks. Identified opportunities to improve the Amazon Hub delivery experience, including driving tenants for the property address book and multi-locker locations which reduced delivery driver time on property by 60%. Amazon Pick up: Alternative to door delivery outside of the US where users leverage local shops as a package pick up location. Managed the research strategy for Amazon Pick-up. Conducted ethnographic research with global small businesses and customers to articulate the value proposition and refine the in-store experience. The service launched successfully to over 10,000 locations in under a year. Partnered with a design technologist to develop a working end-to-end service test which allowed us to test the service in an operating small business, tracking both sentiment and behavioral data.

Framingham, Massachusetts, Us

Developed customer experience strategy including creation of insights driven personas, customer journeys, and service blueprints. Identified and implemented opportunities for end-to-end and experience improvement and managed a large cross functional team including research, design, sales and marketing.Built a cross-functional consumer insights team to put the customer at the center of marketing, sales and design decisions.Created a retail innovation lab to develop new retail concepts with customers and sales people. Leveraged virtual reality, augmented reality, and mobile eye-tracking technologies. Inspired culture change through the development of a three day Customer Experience boot camp to build empathy, relevance, openness, and emotional connection with customers. Rolled out to over 400 senior level employees in insights, marketing, sales, and design.

Providence, Ri, Us

Improved surgical services, medication administration processes, and obstetrics experience to reduce delays, improve efficiency, improve user experience, and increase profitability of those functions.Developed interdisciplinary and patient focused teams to build and test customer experience innovations. Saved a hospital system over $8M/year in lost revenue due to inventory problems and reduced the steps in the medication administration process by 20%.Blended design thinking and six sigma approaches to formalize a processes and design toolkit. Clients included: Kent Hospital and Southcoast Health System

La Verpilliere | Chicago , Fr

Managed large-scale technical and medical product development research projects.Worked with medical practitioners and patients to develop physical and graphical user interfaces for a number of medical devices. Created heuristic metrics to evaluate industrial design and user experience for medical and technical products allowing clients to evaluate user experience as well as risk. Drove insights that created the first powered laparoscopic stapler for international use. Developed user experience for disposable products for patients with rheumatoid arthritis, multiple sclerosis, and diabetes. Clients included: Covidien, Instrumentation Labs, Millipore, West Pharmaceuticals, State Farm, iRobot

Boston, Ma, Us

• Piloted deeply immersive research methods in emerging markets including multi-day chain shadowing, co-creation, and in market flexible pilots for a major CPG manufacturer. • Developed our Design Thinking and Service Design Thinking curriculum. • Led the creation of customer journeys, service blueprints, and brand strategies for various clients• Led multi-year engagements with four key clients, resulting in $5 million dollars in additional project work. • Developed the insights, strategy, and design direction for Compass by Herman Miller, a health care product line which has exceeded sales expectations and won numerous design awards. Clients included: Abbott, Center for Creative Leadership, Crown Equipment, Herman Miller, Penske, SC Johnson, Staples, Wonka

•Created initial concepts, developed marketing strategy and worked directly with factories to reduce cost of production and increase line efficiency while maintaining premium quality and safety standards. •Designed all customer facing touchpoints including product, packaging, instruction manuals, and point of purchase displays. •Products were featured in “Fit Pregnancy”, “Child”, “Urban Baby Daily”, “Daddy types”, “Droolicious” and the movie Four Christmases. Victoria Staten is a high-end start-up brand which created baby products, environments, and lifestyles for sophisticated, modern families. I was one of three employees who created a line of twelve products from concept to factory production in less than one year.

Fort Lauderdale, Florida, Us

• I was the only researcher on staff and conducted, analyzed, and presented all insights projects to internal cross-functional teams and external buyers. • Led insights development for several products from initial customer need to go-to-market approach. • Created a design language for the Ryobi and RIDGID lines of tools to help align product design and packaging with customer’s expectations of the brand. • Led human-factors research to develop the first drill designed for women while not alienating men. This drill was the company’s best-selling product in 2005. • Received multiple design and utility patents.TTI is the owner of a number of power tool and gardening brands including: Ryobi, Ridgid, Homelite, and Milwaukee.

Bfa, Industrial Design

Master Of Arts (Ma), Health/Health Care Administration/Management