I am passionate about customer experience and innovation since they go hand-in-hand. I love empowering my entire organization to become more human-centered, not only for our customers' experience but the employee experience. Always looking to improve how we develop, deliver, and support our products and services across diverse industries such as the buying and selling of cars to telecommunications. We are striving to make innovation and the behavior of innovators ingrained in our culture and a… Show more I am passionate about customer experience and innovation since they go hand-in-hand. I love empowering my entire organization to become more human-centered, not only for our customers' experience but the employee experience. Always looking to improve how we develop, deliver, and support our products and services across diverse industries such as the buying and selling of cars to telecommunications. We are striving to make innovation and the behavior of innovators ingrained in our culture and a part of everything we do. Show less

I teach Design Thinking, HCD, and Innovation to students as well as to companies and groups throughout the state of Georgia.

Responsible for transforming Cox Enterprises and its affiliate companies (e.g. Cox Communications / Cox Automotive) to be more human and customer-centered through awareness, training, platforms, processes, and talent.

Chief UX Architect for a wide range of network security & management products and services. Responsible for all aspects of customer research, requirements definition, alignment with design standards, and development of all user-interfaces (internal and external facing), including a device-agnostic mobile design strategy. I set the strategic direction of design for the entire line of products including style, iconography, patterns, and also influencing product direction through close alignment… Show more Chief UX Architect for a wide range of network security & management products and services. Responsible for all aspects of customer research, requirements definition, alignment with design standards, and development of all user-interfaces (internal and external facing), including a device-agnostic mobile design strategy. I set the strategic direction of design for the entire line of products including style, iconography, patterns, and also influencing product direction through close alignment with Offering & Product Management. Utilized a variation on Stanford’s Design Thinking model for defining requirements and obtaining agreement from a wide range of stakeholders for systems that drive very complex workflow. Show less

Member of a multi-disciplinary team responsible for overhauling the centralized management software controlling thousands of individual security devices. Helped to overhaul the requirements and development process at IBM from a waterfall development methodology into a very streamlined and effective Agile development model, pioneering the use of scenarios to drive requirements and define the user experience. Pre-development efforts were reduced from months down to just a few weeks and… Show more Member of a multi-disciplinary team responsible for overhauling the centralized management software controlling thousands of individual security devices. Helped to overhaul the requirements and development process at IBM from a waterfall development methodology into a very streamlined and effective Agile development model, pioneering the use of scenarios to drive requirements and define the user experience. Pre-development efforts were reduced from months down to just a few weeks and documentation was kept to a minimum. New features and enhancements are now delivered in half the time. Also pioneered concepts of Contextual Inquiry & Design in a predominately engineering-focused organization. Instituted multi-disciplinary teams to be trained in and follow the Holtzblatt & Beyer process for contextual design. This helped create a mind-shift where software developers are actually thinking about customer needs, workflow, and context. Show less

Member of a small usability team charged with UI design and ergonomics for a suite of mobile smartphones. Developed wireframes of new screens, menu structures and flows, icons, as well as conducted usability testing of products in various stages of development. The Panasonic Mobile unit operated independently of Panasonic and was charged with expanding reach and capabilities of Panasonic’s handset business outside of Japan. We delivered a suite of the most sophisticated smartphones (at the… Show more Member of a small usability team charged with UI design and ergonomics for a suite of mobile smartphones. Developed wireframes of new screens, menu structures and flows, icons, as well as conducted usability testing of products in various stages of development. The Panasonic Mobile unit operated independently of Panasonic and was charged with expanding reach and capabilities of Panasonic’s handset business outside of Japan. We delivered a suite of the most sophisticated smartphones (at the time) for the U.S., European, and Chinese markets, ultimately delivering 10 products. The X700 / X800 product line resulted in more than 2 million units sold in 1 year which was 4x projected volume. Show less

Lead usability engineer for team that developed and introduced AT&T's Intranet Portal, once used by more than 100,000 employees. Translated dozens of HR forms into Intranet applications so that employees could self-serve themselves, saving millions of dollars per year and reducing transaction processing time from days down to minutes / seconds. Improved the usability of a customized content-management system for an Intranet environment, empowering a small team of 15 content managers to keep… Show more Lead usability engineer for team that developed and introduced AT&T's Intranet Portal, once used by more than 100,000 employees. Translated dozens of HR forms into Intranet applications so that employees could self-serve themselves, saving millions of dollars per year and reducing transaction processing time from days down to minutes / seconds. Improved the usability of a customized content-management system for an Intranet environment, empowering a small team of 15 content managers to keep current more than 50,000 unique pages. Show less

Solely responsible for the usability of Nortel's hardware switch documentation that was provided to end users in printed form, on quarterly CD, and on the Internet.

Summer internship. Focused on a generic online banking solution that could be sold to small banks that could not afford a custom solution. Also involved in research and design for a completely teller-less branch in major cities.