Heather Dyer Email & Phone Number

Lead UX research studies for both generative and evaluative investigations.Planned and executed multi-modal studies leveraging; heuristics investigations, discovery interviews, first click, surveys and user testing sessions. Created research based personas.Conducted discovery interviews to create research based journey maps and personas. Hosted generative product development, ideation and innovation workshops. Wrote screeners to recruit for targeted user personas. Lead the evaluation and software selection of the UsterTesting Insights platform. Responsible for the organization's transition from User Zoom to UserTesting.Conducted rapid feedback unmoderated investigations for bswift's mobile asset. Routinely performed moderated and unmoderated user tests.Provided UX research for many bswift features including: provider search, administrative dashboard, plan comparison, end user enrollment and AI enrollment assistant.

United States

Remote

Lead experience design initiatives that leveraged multi-modal research methodologies including; surveys, cognitive walkthroughs, heuristic evaluations, individual interviews and user testing. Collected and analyzed qualitative and quantitate user data that focused on the provider administrative workflow including task completion for claims, prior-authorization and benefits Inquiries. Used human-centered design methodologies during each phase of the design process. Employed iterative Design Thinking phases to structure work. Designed prototypes to test products using industry standard methodologies and tools including Adobe XD.Created research based high fidelity and low fidelity prototype-personas.Designed research based journey maps used to analyze provider pain points, channel interaction and experience gaps. Business lead for enterprise wide software purchase of remote interactive white-board platform, Mural.Conduct qualitative research including individual interviews.Facilitated multi-stakeholder risk assessment and ideation workshops

Bellingham, Washington Area

Leverage formative and evaluative design techniques and tools to improve and create products. Design, prototype and test products using industry standard tools such as; Sketch, Photoshop, Illustrator, Zeplin and InVision.Provide user focused web design services targeting small to medium size companies. Manage WordPress and Drupal sites.

Seattle, Washington Area

Performed a quarter long usability study for corporate partners at Alaska Airlines. Our usability test provided data that stakeholders used to make evidence based choices about site design and functionality. Improved UX Design, Visual Communication and User Research skills. Strengthened and refined methodologies for putting the user at the center of the design process through evidence and empathy.

Bellingham, Washington Area

Designed and coded web application and user interfaces for self-service member kiosks. In addition to the member facing kiosk software, the web platform included an employee facing dashboard and executive reporting portal. Created custom near realtime reports in SQL Server Reporting Services. Advised enterprise software purchsess based on usability analysis.Gathered project requirements from diverse stakeholders and employed user research techniques to better understand internal processes and workflow issues. Observed, researched and reported on tasks and workflows to clarify problem definitions. Designed and edited projects using Photoshop, Illustrator and Balsamiq.Maintained code repositories and projects using ScrumDo and Git. Created, maintained and updated codebases using IDEs and text editors including; PhpED, VisualStudio, Dreamweaver and Brackets.Generated competitive analysis reports that guided software and system purchases and in-house technology solutions. Generated UX design assets such as; workflow analysis, process/task flow analysis, wireframes, low and high fidelity mockups and prototypes. Designed custom responsive systems based on user feedback to address specific complex issues. Primary contact person between the Board of Directors and the Information Technology department. Supported, supplied and responded to technology requests and concerns of Board Members and Senior Executives. Evangelized new technology and systems through presentations to major stakeholders including Senior Executives and Leadership. Provided one on one new technology training to Executives and Board Members. Advocated for the user in technology design and purchasing decisions. Worked on cross-functional teams to solve complex problems. Coded projects using HTML, CSS, JavaScript and Php.Used C# in two special projects involving automated workflows and ETL. Contributed to company's Agile SDLC.

Designed and implemented custom SQL Server Reporting Services reports based off of near real time sales, accounting, customer and manufacturing data. The live dynamic reports were designed in collaboration with stakeholders in marketing, manufacturing, accounting, order entry, customer service and executive leadership. Maintained custom codebase for internal ordering system.Created and enhanced web based manufacturing dashboards. Created custom web applications. Designed, coded and implemented a ruggedized shipment process station that fed into intranet reports used by management for daily staffing adjustments. Monitored SQL Server system health with IDERA. Created bug tracking systems that included user feedback and corresponding system reports to provide precise information to software vendors that lead to improvements of their systems. Worked with accountants to develop a file tracking system that monitored secure automated file transfers. This system alerted the user to files that were not sent and allowed the user to select files and resend them through a graphical user interface. Managed scripted testing of new Enterprise Resource Planning system company wide. Worked with subject matter experts to collect role specific feedback and concerns and help fine tune testing scripts that were customized and relevant for each departments business roles.Used SQL, HTML, CSS, JavaScript and VB.Net to update and maintain code base. Managed code base repository with Subversion.

Worked as part of a implementation team providing technical support during core conversion. Coordinated the switch over and testing of three branches. Provided daily technical support to corporate users across Western Washington. Including creating and maintaining Active Directory and Exchange accounts and maintenance, hardware repair and software updates. Updated and maintained corporate intranet written in JavaScript, HTML and classic ASP.

Developed custom web templates for Skagit Valley College's proprietary Content Management System. Worked as part of a team updating Skagit Valley College's public facing website. Used JQuery, HTML, CSS and Javascript to improve and update elements based on stakeholder feedback and requests. Used the Adobe Creative Suite to create and optimize digitally consumed images. Led a web accessibility project focusing on optimizing SVC's public facing website for use with screen readers. Improved website accessibility in compliance with the WebAIM Content Accessibility Guidelines.

Primary technical support contact responsible for for over 100 customers in City Planning, Legal, Municipal Court and Museum. Front-line support contact 1-2 days per week providing support to over 800 employees in all City departments. Provided extensive technical research to departments to assist in budgeting for specialized hardware and software needsAdminister security on specialized databasesEvaluated and tested compatibility of current applications with new operating systems and the organization's vertical applicationsManaged active directory user, group and computer accountsImplemented web based component of museum collections databaseWorked with various teams including networking and facilities to implement technology infrastructure needs for my customers.

Beaverton, Oregon

Administered MediSoft EHR. Set up secure connection for transferring claims from facilities to clearinghouses.Provided daily technical support for delivery of marketing e-newsletters and provided the marketing department with assistance with their CRM database. Provided remote technical assistance from the corporate office to users at fifteen remote locations in eight states and Alberta, Canada. Worked with healthcare technology vendors to install, update and maintain vertical software. Worked with executive leadership to assist in budget estimates for purchasing and budgeting of technology. Primary contact for all technical issues for board members, senior and executive leadership. Setup and maintained Active Directory user and Exchange e-mail accounts.Maintained vendor relationships. Met with vendors to negotiate pricing for hardware and software purchases.Worked as part of a team to maintain patches to servers and workstations. Coordinated and administered data backup procedures for sixteen separate locations. Tested data backup procedures and integrity quarterly for 16 locations. Created central database for hardware and software inventory.Coordinated and administered software licensing including Microsoft Volume Licensing.

Human Centered Design And Engineering Graduate Certificate, User Experience, Gpa 3.98

The University of Washington Human Centered Design and Engineering Graduate program focuses on engineering technology, processes.

Certificate, Open Source Web Development

Project Management Certificate

Technical Certificate, Web Design

Bachelor'S Degree, Theatre Arts