I lead a team who delivers conversational design and applied linguistics solutions to customers. We've got a lot in our toolbox -- IVR, chatbot, speech recognition, NLU, LLM, analytics, A/B testing, and rapid prototyping. We're continually working on the best way to deliver value to our clients and provide their customers with great user experiences.

* Helped major insurance client attain JD Power Certified Contact Center award. * Gave best-practice recommendations to large credit company and upped their retention rate to 95%, thereby saving approximately 2 million dollars a year. * Helped major wireless customer adopt Agile practices with their IVR, including significant redesign of system. *Speaker at UXPA International, Big Design Conference, Dallas Tech Fest, and local design meetups.

My class, Experience Design & Branding on Voice Enabled Devices, is part of the SMU-CAPE (Continuing and Professional Education) User Experience certificate curriculum.

Designed and created the technical setup for a portable usability lab. Created protocol for usability tests. Wrote standard templates for all documents associated with usability tests, including pre-test questionnaires, scenarios, post-test questionnaires, and screener for recruiting participants. Coordinated with market research firm to recruit participants. Coordinated and facilitated usability tests. Wrote formal usability test reports and presented findings to clients. Designed VUI for appointment inquiry for home repair; cut the average call time down by 2 minutes. Designed VUI for healthcare provider services to determine patient eligibility and inquire on claims. Wrote test plans and tested voice applications. Developed and taught classes on VUI design. Conducted heuristic reviews on web applications used to configure telephony systems.

Designed and developed VUI for a major new product for ADSL troubleshooting over the phone, which was deployed at Telstra, a large Australian telecommunications provider. Conducted localization effort for this product with a business partner in Australia. Designed and led joint usability tests, which showed that the design would lead to an approximate 90% automation rate for in-scope problems, and that the persona was likable and appropriate for the domain.Responsible for ongoing modifications, both VUI design and development, of other SpeechCycle products, which automated troubleshooting for cable high speed internet, cable TV, and digital phone. Conducted extensive analysis on application performance, including ‘champion / challenger’ trials.

The packaged applications development team was primarily responsible for developing applications which are meant to fit a variety of customers out of the box. These types of applications are both horizontal (non-industry specific) and vertical (industry specific). They were designed by surveying a wide variety of customers and taking into account current industry standards. They were highly configurable so that the user interface can be adjusted as the end customer desires. I worked with product management and with application engineers to codify requirements, design, and test these applications. I ensured that the user interface was well-designed and usable.