Solving complex technical communication and information design challenges and addressing the technology, process, and change aspects of putting new communication strategies into place. Projects span user experience design, instructional design, visual and graphic design, online community strategy, and service design.

Courses developed and taught include "User Experience Design for Technical Communicators" (Winter '19), "Design Tools for Technical Writers" (Winter '21), and "Document Design" (Fall '21).

Worked with mid-level and enterprise customers to identify how best to address their employee and customer engagement challenges through the thoughtful application of Jive's suite of community and communication tools; provided technical and strategic expertise throughout the customer lifecycle, including new sales pursuits and long-time customers looking to evolve their collaboration strategies

Analyzed existing channel operations and provided recommendations for short- and long-term improvements to critical partner touch-points including initial onboarding, community-based enablement programs, ongoing relationship management, and deal registration

Owned the Jive professional services product and packaging strategy: Defined process for bringing new productized services to market; developed new services packaging strategies, including new scoping frameworks, marketing materials, and enablement materials for sales and delivery teams; developed new portfolio of services to assist in Jive’s transition into a cloud/SAAS providerLed the maintenance and evolution of the organization’s delivery methodology Informed the Jive customer training curriculum and delivery model: Oversaw production and distribution of popular training videos; coached trainers on curriculum delivery; managed pre-conference training track at annual JiveWorld conference; temporarily supervised the training delivery team during a period of management transitionServed as key liaison between services delivery team, Jive field sales, and Jive delivery partnersContinued consulting with Fortune 500 customers in telecom, technology, healthcare, and professional services verticals

Using the Jive strategy consulting methodology, partnered closely with dozens of customers across numerous industries on their social collaboration and community implementations: Facilitated workshops with diverse participants; identified business goals and implementation patterns; developed detailed community plans outlining user adoption strategies, community taxonomies, configuration recommendations, change management considerations, gamification tactics, success measurement frameworks, and day-to-day community management best practicesServed as primary strategist for Jive Inside Sales, participating in numerous pre-sales engagements to educate prospects on the Jive platform and services portfolio

Worked with Jive Professional Services clients to ensure their Jive implementations were launch-ready: Managed day-to-day client relationships; oversaw project timelines and budgets; provided hands-on configuration assistanceIdentified and documented client requirements for extending core Jive functionality; proposed custom solutions as needed that delivered against project goals, yet retained the integrity of the core Jive user experience and limited upgrade risk; relayed key product feedback to Jive Product Management and Engineering organizationsHelped pioneer the Jive community strategy consulting practice

Championed user-centered methodologies within boutique digital design agency; documented UX deliverable standards and best practices; served as UX lead on key accounts; managed small user experience team

Collaborated with various stakeholders while designing content for web-based training modules: Worked directly with clients to determine course objectives; wrote detailed storyboards to guide the production process; conducted user tests and surveys to quantify usability and effectiveness of training materials

Received full scholarship in exchange for working on National Science Foundation-funded “Connected Kids” project: Analyzed usability test and focus group data; translated data into prototypes and requirements documents; taught basic computer literacy to disenfranchised youth

Designed and implemented intuitive interfaces and task paths for new features and products while working within established look and feel; introduced and enforced site-wide UI standards for e-commerce start-up

Assisted in redesign of Cisco’s highly visible intranet by designing prototypes for multiple rounds of usability testing, which ultimately led to a substantial increase in employee efficiency and company-wide savings

Conducted divisional intranet needs analysis and implemented new site design, which resulted in enhanced departmental communication, increased adoption, and improved adherence to corporate style guidelines