At NN/g, I specialize in the application of human-centered design and research practices to enterprise UX challenges.

Areas of expertise:- CX Transformation, Customer-Journey Management: Strategies for scaling UCD operations to position companies to deliver high-quality customer experiences at scale effectively- Ecommerce user experience design and strategy: I have conducted research and written two editions of our 13-volume Ecommerce User Experience Report Series- Analysis and synthesis of qualitative research data to deliver straightforward and well-architected insights and decision frameworks - Omnichannel user experience design Areas of contribution include:
- Conducting industry research to identify trends and operational best practices used by enterprise organizations- Creating and publishing thought leadership to guide organizations toward UX and CX maturation- Developing and instructing full-day immersive training seminars for UX and CX professionals across the globe both online and in-person- Designing and conducting user and industry research (eyetracking, usability testing, diary studies, user interviews, UX maturity)
- Engaging with clients to apply research-based UX/ CX strategy and operational best practices - Guiding stakeholders through discovery and ideation toward the development of novel UX design solutions for a range of design and business challenges- Managing research assistants and research-study logistics for the efficient delivery of insights to inform thought leadership publications and industry trainingI provide instruction for the following full-day courses for NN/g UX Certification:- Customer-Journey Management (Formally CX Transformation and Journey Management)- Personas: Turn User Data into User-Centered Design- Journey Mapping to Understand Customer Needs- Omnichannel Journeys and Customer Experience- Web Page UX Design- UX Deliverables: Effectively Creating the Tools to Communicate UX Work

Disrupting memory keeping as we know it!Development of a web based memory keeping platform for parents to capture their children's cute and clever comments and life moments easily via their mobile device. Curate memories, print, and order custom keepsakes. - User Research- Interaction Design- Usability Testing- Steward of design strategy, digital roadmap, functional requirements

I joined a small team of user experience designers and engineers (the first in the company). We were tasked with improving the design of systems and processes used by 45+ property and casualty insurance providers owned by the holding company, W. R. Berkley.Achievements:- Developed a web-based style guide for the conversion of multiple legacy thick client business applications to modern web applications.- Researched existing business processes and designed new interfaces and workflows for the implementation of new web-based business applications

Strategic Consulting with small businesses to improve overall UX of web and mobile applications. Public Speaking.• User Research and Evaluation.• Usability Testing and Reporting.• Interaction Design and Prototype Development

Working with brands to craft user-centered digital experiences that deliver on business goals.- User research- Interaction design- Information architecture- Process-development and definition

- Design and development of web based accounting, reporting, and enrollment solutions- Java, JavaScript, XHTML, XML, SQL- COBOL- Design and implementation of financial accounting and record keeping software- Research, identify, and resolve system defects

-Community involvement, corporate, and charity professional appearances.-Game day brand ambassador to fans, suite holders, and sponsors.-Specifically trained in areas of public speaking, communication, client interaction, and relationship building