Brian Holdsworth Email & Phone Number

The time has come to close the laptop and retire.

Offering customized research with actionable insights that helps companies make informed decisions about their customers, target users, product functionality, experiences, and the overall market. Using a combination of qualitative and quantitative research methods and frameworks, insights can be used for target user segmentation and persona creation.

Santa Barbara, California, US

• Deliver actionable insights to Product Management, Product Growth and Design stakeholders, focused on improving AppFolio Property Management software for residential, commercial and community associations. Impacted.
• Introduced skills-based mentorship program, and drove efficiency with quantitative research tools, customer recruitment and sample management.
• Led research roadmap planning with 14 product and design teams to identify top stakeholder questions and align research priorities.
• Established usability quality score with behavioral and attitudinal metrics used for baseline and summative usability testing.

Santa Clara, CA, US

• Created initial product research team at ServiceNow which became center-of-excellence for UX, customer, and product research.
• Led team of 25 researchers focused on ServiceNow platform, application development, IT Service management, IT Operations, IT Asset Management and Security products spanning 75% of ServiceNow revenue.
• Actionable insights across product and design lifecycle impacting product innovation, feature prioritization, roadmap, pricing and experience creation and refinement. Used critical thinking to break down problems.
• Pricing and value bundle research drove 25% increase in ServiceNow revenue.
• UX improvements identified using formative research including service blueprinting, journey mapping, design concept feedback and both baseline and summative usability testing.
• Deep understanding of target users with jobs to be done segmentation, activities, profiling, product usage, satisfaction and value drivers. Visualized in archetypes and personas.

Santa Clara, CA, US

• Hired and managed initial 10 senior product managers focused on 80 ServiceNow platform products and services including upgrades, APIs, developer tools, security, ML/AI backed automation and virtual agents.
• Oversaw product design, roadmap, detailed requirements and work-back schedules in agile software environment, informed by primary market, customer and partner research.
• Provided research and opportunity analysis of SaaS, PaaS, Integration markets focused on business automation, application development, and ML/AI based intelligent automation.
• Goaled to expand adoption of ServiceNow application and Integration Services, and workflow automation for enterprise and governmental agencies. Business grew from $800M to $5.5B.

Redmond, Washington, US

• Focus on highly scalable worldwide services and device-specific software experiences for distribution of apps, OS version upgrades and updates for 1.5 billion unique Windows PCs and Xbox devices.
• Delivered plans to seamlessly upgrade one billion Windows 7 and Windows 8 devices to Windows 10, including detailed customer, business and product specifications and schedules across multiple engineering teams.
• Collaborated with development teams, senior leadership, cross-divisional partners to determine optimal customer experience and verify delivery of desired quality.
• Drove multinational primary qualitative and quantitative research, combined with secondary research and product usage data, focused on windows update experiences for consumers and IT pros / decision makers.
• Comprehensive “big picture” view of online threats plaguing Windows users, and users of Microsoft consumer and enterprise services including Outlook.com, OneDrive, Office365). Articulated effort necessary for.
• Detailed requirements to improve ML/AI backed spam, phishing, malware, IP and app reputation protection for Windows OS platforms, Edge and IE Browsers, Windows Defender, Windows SmartScreen, OneDrive, Outlook.com, Xbox.

Redmond, Washington, US

• Responsible for detailed customer, business and technical product recommendations for Office 2013, Office 365, Xbox and Windows Live services spanning multiple devices and platforms.
• Successfully influenced short and long-term strategies, roadmaps, product experiences and new market opportunities for Office subscription services. Insights supported conversion of $20 billion Office business to.
• Partnered closely with Microsoft CTO, design and engineering, providing detailed plans and KPIs for desired entertainment experiences and future technologies across Xbox 360, Xbox Live, and Kinect.
• Detailed customer, business and technical product requirements backed by qualitative and quantitative research and insights, measured by experience desirability, technical feasibility, and business viability.
• Impacted 100's of millions using Microsoft Account, Hotmail, Outlook, OneDrive, Messenger, Calendar, Contacts across multiple platforms, devices and browsers.

Redmond, Washington, US

Directed successful marketing and launch activities for multiple Real-Time Collaboration servers and services including Live Communication Server, Public IM Connectivity and Office Communicator. Created business and marketing plans for future products. Was an effective internal and external spokesperson, consistently meeting with Fortune 500 CEO/CTO's and.

Redmond, Washington, US

Responsible for all aspects of technical product marketing for Exchange Server 2000, Exchange Server 2003, Exchange Conferencing Server and Mobile Information Server. Launched Exchange Server 2003, Outlook 2003, Outlook Web Access and Outlook Mobile Access. Researched and planned phase out approach for legacy products.

Redmond, Washington, US

Designed and implement secure and efficient messaging solutions, changing the way Microsoft employees use and communicate on a daily basis. Products included Mobile Information Server, RIM/Blackberry, Exchange 2000 and Exchange Conferencing Service. Created detailed service descriptions and support procedures, created service offerings for regional IT.

Redmond, Washington, US

Authored and executed test plans for Interactive TV and NetShow Theater 3.x, plus Windows Media player. Managed and configured 200+ servers, PCs and network routers. Key member of the test team responsible for testing and shipping four betas and final product release to manufacturing.

Fire Science/Fire-Fighting

Education record