Jill L. H. Reed Email and Phone Number

Discovering and sharing home-owner insights using mixed-methods consumer research to disrupt the $1.6 trillion residential real estate market in the U.S. • Led multiple 6-week RITE-method design sprints that led to a paradigm shift in offer price presentation and increased home listing agreements by 60% in 6 months• Evolved research at Opendoor into a cross-functional "team sport" to foster deep customer empathy and alignment on product decisions• Designed a brand-blind, remote longitudinal ethnographic studies that provided unprecedented ability to witness home buyers' first-hand experiences discovering our company, our app, and the self-tour experience

I surfaced customer insights, collaborating with designers, product owners and business leaders to launch XPO Connect digital freight marketplace and DriveXPO mobile app across XPO North American Transport and internationally, which achieved the fastest carrier adoption rate in the industry. XPO is the second largest truck brokerage provider worldwide.• Research: I facilitated, analyzed, synthesized and reported leading qualitative and quantitative user research, including ethnographic studies, user and customer surveys, needs analysis interviews and collaborative affinity map exercises, to understand the customer and user needs that intersected with our business capabilities. I administered and analyzed assessment research, including System Usability Scale (SUS) surveys tied to software releases and prototype usability tests in remote and in-lab settings internationally. I also developed and maintained user personas and provided heuristic evaluations across our applications.• Co-creation: I worked closely with Product Managers, Product Analysts, Software Developers, QA and End Users on user-centered design and development of new features.• I mentored product/ux team members on effective, lean research methods.

Professional writing and editing services, including content strategy, voice development, development editing and technical editing.Recent projects: Technical Consultant for Interaction Design: Beyond Human-Computer Interaction, 5th Edition; Technical content design for Rogue Creative Design

I led UX Design for the Customer Service and Customer Account Management tracks in Belk's digital commerce re-platforming effort to deliver the best possible experiences for Belk customers, and served as managing editor of Belk UX News monthly.• Collaborated with eCommerce and IT partners to understand customer and business needs and constraints.• Explored interaction design opportunities, proposed solutions, validated them through user testing, and specified final designs in detail for web and mobile interactions. • Produced concepts, competitive analyses, user flows, wireframes, clickable prototypes, detailed functional specifications, and participated in performing usability tests. Articulated interaction design vision and decisions to stakeholders on deadline.

I delivered Belk branded customer-focused digital content for belk.com, social, mobile, email, and all digital properties. Projects included seasonal campaigns, product/brand launches, search landing pages, cross sells/up sells, personalization, social, mobile, email, video, user generated content, store information, weekly promotions and community support.• Led product launches and partnerships, including Project Runway 2013.• Achieved Pace-Setter Award for top 10% individual performance in fiscal years 2011 and 2013.• Evangelized content strategy, leading lunch-and-learn presentations for cross-functional teams.• Led a team of 20 writers, designers and coordinators as Marketing & Communications Chair of Women's Leadership Network 2010-11.• Tailored content to persona objectives, content marketing best practices, web copywriting & brand standards.

Managed creative content across digital, print, and retail gift channels for Greetings, Retail, Party, Presentation, Keepsakes and B2B for all licensed product.• Determined communication strategy for licensed product accounting for 25% HMK-North American profits.• Led creative projects to land licensing contracts with Disney, NFL, ESPN, Marvel, and others worth $400+ million over two years. • Ensured that each product expressed individual brand voice for the licensed property while meeting customer objectives for send-ability.• Conceptualized content solutions for seasonal campaigns, product/movie launches, personalization and other innovations to serve Hallmark customers.• Created and co-led cross-functional innovations team within Hallmark Licensing to re-imagine greetings and gifts for customer personas.

Wrote and edited social expression copy for Greeting Cards, Gifts, Books, Party, Gift Presentation, Keepsakes, and B2B clients.• Achieved second highest applied writing rate for the studio within first year.• Collaborated with licensors, writers, editors, design teams, and business groups to develop copy for innovative products, such as Peek-Buster gift bags and Adhesive Gift Wrap, for $1+ million revenue.

Managed marketing content related to diabetes care.• Wrote educational newsletters for 135,000-strong circulation and compliance documents in an FDA-regulated environment.• Facilitated medical, regulatory, and legal review of all Lilly US print, digital and TV communication promoting insulin and diabetes patient education.• Managed and mentored creative agency copywriters and in-house technical writers.

Developed strategy and managed editorial for computer software books and book series. Recruited, contracted, managed, and trained authors, editors, and reviewers. • Managed strategic partnerships with Tech TV and tech certification organizations, representing company interests at trade shows and on national forums and advisory boards.• Edited 40+ computer software books for more than $5.3 million revenue.• Developed and launched innovative book series that brought Que Publishing into the tech certification market.• Recruited, contracted, managed, and trained authors, content and technical editors and reviewers.• Wrote series guidelines and marketing materials about emerging technologies; presented editorial vision and financial forecasts to national sales force, brand managers and channel marketers.