Cynthia Guzzo Email and Phone Number

Client: The Home Depot; Team: Enterprise UX

Acquired Public Trust Clearance for this role- Employed user-centered design activities using the SLDS (Salesforce Lightning Design System) to enhance the Salesforce CRM platform resulting in uncovering pain points and redundant data collection.- Streamlining workflow resulted in the helpdesk exceeding all its performance metrics in Q2 2024. The goal for handling customer calls in under 45 seconds was exceeded by 6.5%. Average call handling time was 10 seconds less than the targeted goal, and average chat handling time was reduced by 2 minutes.

- Conducted user-centered design activities to enable Store Associates to stage items for Curbside Pickup, Locker Pickup and Parcel Delivery, resulting in providing customers with "contactless pickup" methods for customers in 2020.- Enhanced PRO Sales Store Associates Salesforce CRM using the SLDS (Salesforce Lightning Design System) to grow the PRO customer book of business through integrating the paper-based sales performance review process, providing easy access to training, and surfacing real time sales statistics on the PRO Sales Store Associate dashboard.

- Utilized user-centered design techniques to enabled Store Manager mobility to perform store walks, task assignments and access technical support on a Zebra Tablet device on the store floor.- Enhanced goods movement capabilities for the Store Associates in relation to inventory replenishment, cycle counting and store resets.- Recipient of the 2018 Champion of Champions Award for Business Team Contribution (Marketing Division)

- Created site architecture for Zoro.com that provided better visibility and structure to where new functionality and content would be added.- Collaborated on the Gift Card feature team to establish the backend process with Finance and enable customers to purchase gift cards online.

- Designed within a "white-label" UPoint system that was utilized by customers with varied brand guidelines and established Admin templates allowing customers to upload content and assets to their customized benefit administration portals.- Conducted user research and partnered with UI designers to improve the interface for customers to compare Medical and Dental Insurance Plan side-by-side in mobile and desktop environments during Open Enrollment periods.

Client: Asurion- Designed and facilitated contextual inquiry in early stages of redesign project for Asurion.- Compiled, analyzed results from user research and presented results to project team and stakeholders.- Performed site assessments for existing sites as well as competitor solutions.- Deliverables include usability testing research materials, user report and content inventory.

Client: Walgreens- Promoted the importance of user experience design and paired analysis with various peer groups (i.e. business analysts, copywriters, designers and project managers)- Developed wireframes and interaction specifications for Walgreens Web Pickup website.

- Developed high-level and detailed wireframes for agent-facing and service center projects for internal business clients.- Designed and facilitating user research to validate proposed designs or to help flesh out business requirements.- Compiled, analyzed and presented results from user research to business stakeholders.- Created templates and standards for high-level and detailed (modularized) wireframes for team usage with commonly serviced internal applications.- Collaborated with internal business partners (i.e. business analysts, content writers, and systems analysts) to clearly define roles and streamline our processes for content development and error messaging.

- Developed high-level site maps, process interaction flows, information architectures, and wireframes for intranets, extranets and websites for various current, new and potential clients.- Designed and facilitated usability testing at the conceptual stage of interface development.- Compiled, analyzed and presented results from usability testing to stakeholders.- Performed usability and information architecture site assessments for potential clients.

- Managed the design and development of Morningstar 529 Advisor, a web-based software application for 529 plans used by financial advisors.- Developed use cases and rules for new features, created a site map and interaction flow diagrams, and wrote supporting documentation on the new features.- Created specification documents that outline the form and function of the new UI elements for Morningstar 529 Advisor.

- Developed use cases and rules for new features, created interaction flow diagrams and wrote supporting documentation on the new features.- Redesigned current UI features from small displays to larger displays on cellphones and write supporting documentation on the redesigned features.- Designed the storyboards for short simulations of current and future concept UI features for cell phones.- Designed and facilitated usability testing on cell phone interface prototypes for client at various developmental stages of the interface development.- Compiled and analyzed results from usability testing. Responsible for compilation, analysis and dissemination of results.- Contributed to the development of Multimedia interface applications for mobile devices and accessories, such as digital cameras.