Jon G. Temple Email & Phone Number

Armonk, New York, Ny, Us

• Focused on designing AI solutions that meet real user needs; transforming the UX strategy to validate engineering-centric metrics against real-world outcomes; adopt improved metrics that consider the outcomes of end users leveraging AI-based solutions.• Led efforts at designing and implementing all improvements to workflows and AI systems to drive down IT support costs. Identified opportunities to reduce friction in those workflows by an average of 55% per task. • Identified the need for additional metrics that measure user persistence as users attempt to leverage AI solutions.• Awarded IBM UX Researcher of the Year for Innovation (December, 2023) for adapting his friction analysis methodology to AI.

Armonk, New York, Ny, Us

• Oversaw craft and quality for UX Design on the global intranet at IBM.• Surfaced research insights to make an outsized impact on the workplace user experience.• Collaborated with cross-functional teams to implement innovative design solutions.• Implemented user-centered design principles to enhance user satisfaction and engagement.

Armonk, New York, Ny, Us

• Developed an innovative method to measure the friction in complex journeys & compare the ROI of potential UX improvements. • Managed a team of UX researchers to measure friction across a wide range of 38 common workplace tasks. • Developed a “health scorecard” for managing UX portfolios with over 3000 applications to prioritize appropriate UX investment.• Identified design opportunities to reduce friction in those common workplace tasks by an average of 46% per task.

Armonk, New York, Ny, Us

As part of the Office of the CIO in IBM CHQ, I provided user-centered design services for across every part of IBM, enabling IBM employees, managers, executives, and sellers to be efficient and effective.My focus had been within these main areas: 1) Design and evaluation of new applications; 2) Native and Hybrid Mobile apps - designing enterprise solutions for smartphones and tablets; 3) Dashboards and mashups. I spent several years integrating vendor solutions such as SAP within a lightweight, flexible, easy-to-use Portal framework; 4) Making social and collaboration tools easier to use.• Led design and research teams for many solutions – mobile & web, vendor solutions, and AI. • As Lead UX Designer for IT Support Portal: Increased NPS from -4 to+50; and 92% of those who attempted self-support found a solution.• Designed a modern tile system for managing device replacements, NPS +54.

Armonk, New York, Ny, Us

I balanced business requirements with the needs of our end users. I led backlog grooming, wrote front-end and business user stories, and created roadmaps for future releases that followed from our Hills: The Who, What and Wow. For each release, I was responsible for the vision and gaining support from developers and our business stakeholders.In parallel, I led design and UX research efforts, delegating tasks to my UX teams and listening to them just as closely as I was listening to our stakeholders.• As Product Owner for an IT Support Portal (long-term project) realized $22M in productivity savings; reduced help desk calls by 25%; reduced tickets by 40%.• Norman-Nielsen Group (NN/g) award winner in 2017 for best corporate intranet (included home page, employee directory and IT support portal)

Armonk, New York, Ny, Us

Recruited by a HR executive, I lead the user interface strategy for IBM's HR IT Strategy team, where I developed an innovative user experience strategy for unifying all HR applications under a flexible, common user experience framework, in a technically feasible, reusable, and affordable manner by leveraging SOA and Web 2.0 technologies.In this role, I submitted patent applications for innovative user experience approaches. Along the way, I acquired in depth domain business knowledge, and am often sought after as an SME (subject matter expert) for:• Human resources (HR)• Employee Portals - both custom built and vended (e.g., SAP ERPs)

Armonk, New York, Ny, Us

As part of IBM Consulting, I provided provided research and design for dozens of internal IBM solutions, ranging from health care, charitable contribution campaigns (ECCC), employee directories, and designing HR systems.

Phd, Cognitive Psychology And Psycholinguistics

B.A., Psychology

Ma, Experimental Psychology

Hs Diploma, Liberal Arts, College Prep