Eric Brown Email & Phone Number

Atlanta, Ga, Us

Bloomington, Illinois, Us

Results:• Created and refined MAPS Framework and toolkit for Journey Management. • Created and refined Journey Management standards and guidelines.• Created educational material and taught 200+ practitioners the value and tactics for Journey Management.• Coached practitioners and teams to evolve the practice at State Farm.

Bloomington, Illinois, Us

• Accountable for strategic experience across Customer Services horizontal (includes: Onboarding, Claims, Billing and Payments, Home Buying, Automation, and Communication verticals).• Worked closely with Directors, Business Architects and Technical Architects for “long-term” roadmaps and experience priorities.• Created experience models for data architecture designs. • Researched and analyzed qualitative and quantitative data for experience mapping and strategies. • Led Design Thinking and Service Design workshops and created service blueprints to expose customer gaps and pain points.• Worked in Salesforce Lightning and Lightning Console to create custom UI and concepts on high-profile horizontal projects.• Built relationships across product towers to drive strategy and collaboration toward a true End-to-End (top to bottom) experience.Results:• Inventor for two claims related patents. • Designed Claims Hub and E2E Experience.• Created first customer E2E journey map to analyze and orchestrate experiences.• XDBeyond internal conference team member, speaker, and speaker coach.

Bloomington, Illinois, Us

• Led a cross-disciplinary team in the design of experiences, development of high-level concepts, application user interfaces, and digital artifacts in an omni-channel environment.• Promoted and facilitated creative collaboration within multi-disciplinary product teams.• Served as the primary liaison across UX and product teams.• Collaborated closely with UX researchers, leadership, product owners, designers, content strategists, IT architects, and developers to optimize digital user experience and promote mobile first philosophy.• Utilized research insights to build an in-depth understanding of the targeted users needs, tasks, and goals as applied to final design.• Led design thinking sessions with product owners and SMEs to understand user experience gaps, key touch points, and transitions within a service model framework. • Initiated change from monthly to bi-weekly usability studies with prototypes to test and refine for service experiences.Accomplishments:• First team to roll out customer self-service functionality for rental reservation, auto glass repair, and emergency roadside assistance. • Online self-service rental adoption up 40% within first 6-months. • UX advisor for enterprise-wide Agile Council.• UX Architect Roundtable leader for internal mentoring, training, collaboration, and defining strategy. • Created and refined Experience Architecture best practices model for training new and existing IA's and UX Generalists. • Salesforce UX design for integration with internal tools and revising business processes.

New York, Ny, Us

Contract instructor teaching: * Creatives Lead new leader training* Introduction to Information Architecture* Introduction to User Experience Design* UX 101 - How to Interview Users* Lean UX Process

• Author of Creatives Lead, Creatives Talk Experience, and How To Build The BEST Team• Conference workshop speaker and facilitator• Coaching• Developed new products and resources for Fortune 500 brands• Provided consulting in areas of creativity, fun, and leadership• Spoke and moderated at industry conferences • Developed new brands and branding strategiesClients include: • San Francisco Design Week• CUA Annual Conference• Hilton Hotels • Chick-fil-A• Rockwell-Collins • CDC Software• Sea Ray Boats• GeoLearning

Alpharetta, Ga, Us

• Assessed business needs and strategic goals for social and digital communications initiatives• User experience lead for ups.com and UPS related digital initiatives and enterprise releases• Conducted research on current web design and UX best practices to facilitate process improvements • Collaborated with cross-functional teams to update user design standards and develop new technology prototypes. • Presented information on the strategic vision of UPS.com • Designed and documented wireframes, screen flows, and interaction concepts • Presented wireframe mockups, prototypes, and page specifications for team review and build out• Reviewed and analyzed web analytics• Determined the need for usability research and moderated user testing sessions to collect dataResults:• Served as UX advocate for company-wide Employee Relations Committee.• Reestablished regular usability-testing cycle.• Involved in 5 enterprise design cycles supporting UCD page-level research and redesign.• Trained in Foresee, Jama, responsive web design, adaptive design, and agile.

Atlantic, Ia, Us

• Created user-centered strategies and deliverables for desktop and mobile products• Overhauled and measured UX performance for VIP web and mobile brands • Performed data analysis, usability testing, social media marketing, and SEO for clients• Served on the agency’s management team to provide experience, expertise, strategy and direction • Mentored and coached account executives, interaction designers and agency personnel • Expanded company's influence in the market by initiating, organizing, and leading webinarsResults:• Increased average online purchases 35% annually• Increased average online donations by 33% annually• Increased organic search referrals by 90% annually• Increased average social media engagement by 75% annually• Increased website visitors by 83% annually

Covington, Ky, Us

• Interviewed stakeholders about user tasks and goals to develop strategies and user interfaces• Designed and wrote instructional materials for users• Managed diverse project teams of interaction designers, instructional designers, and programmers• Trained new managers in communication skills and management techniquesResults:• Average cost savings of 40% in staff training• Average decrease in staff turn over of 50% • Decreased staff on-boarding time by 25%• Average training department operational cost savings of 20%

Us

• Directed operations and formulated user-centered strategies, plans, and programs for the division • Implemented UX improvements for 7 organization websites• Pioneered use of user-centered design to drive engagement• Developed omni-channel strategic plan for 20 new languages and their unique cultural experiences• Lead staff of 30 employees in the International, Web, eLearning, and Product Development departments• Managed $6 million annual budget Results:• Increased online student base from 2,000 to 24,000 • Increased language reach from English-only to 5 new languages • Increased annual organization revenue by $600,000 through new services and subscriptions

Us

• Responsible for day-to-day strategic and tactical projects of Interactive department • Researched, strategized and launched UX improvements• Responsible for content, usability, IA, and development of numerous websites • Built user-centric department–eventually included the management of 12 employees• Elected to the NRB Internet committee; also served as frequent conference speaker• Spearheaded development and launch of the eLearning initiative in 2002 • Managed $1 million annual budgetResults:• Increased average unique web visitors from 9,000 to 300,000 per month • Increased average pages views from 13,500/mo to 2.8M/mo• Increased online donations 30%• Increased online revenue 50%

Us

• Built and directed design team within Marketing department• Spearheaded proposal, development, and launch of online brand• Designed all collateral, including product packaging, mailers, direct mail, POP ads, and more• Designed and produced monthly digest-size magazine for worldwide distribution• Oversaw all testing and quality assurance testing