Salzman Consulting, LLC provides customer experience research and user interface design for websites, software, and hardware systems. I specialize in helping you understand key customer and business needs and translating those needs into customer-centric and business-savvy experiences that can help your business grow your customer base and foster customers for life. I work with a network of experts and partners in the field to deliver:· User experience research· Survey development & analysis· Usability evaluation· Expert/heuristic evaluations· Competitive & best practice evaluations· Web design, including ecommerce, portals, & collaboration environments· Interaction design & information architecture· Design management· Experience design training tailored to your needs

• Lead the customer experience research and design program for Sun’s external web properties, including program, budget, employee, vendor, and contractor management.• Provide a broad range of services, including survey design and analysis, web metrics analysis, usability testing, information architecture, workflows, wireframes, templates, and design specifications.• Delivered extensive user, customer and partner experience improvements across the web, including home page designs, online ecommerce and specialty stores, dynamic product comparisons, product finders, configuration tools, community participation features, personalization features, and a customer portal.• Set the user experience strategy and managed the design of new B2B and B2P ecommerce environments. Upon launch, customer feedback was dramatically improved and Site IQ reported: “The streamlined [B2B] designs are catching the attention of Sun’s peers in the industry.”

• Led an overhaul of sun.com’s product information architecture, messaging strategy and templates. Enhancements were well received by customers and the business alike. Received a .Sun award for outstanding contributions. Two years later, Site IQ was still saying: “We use Sun as an example of the best product pages.”• Identified key opportunities to enhance the web through extensive business and customer lifecycle research: interviews, site visits, and usability testing. Designed, prototyped, and evaluated various forward-looking web design concepts.

• Delivered the information architecture, user interaction, and visual interface design for a web-based application supporting highly interactive and complex scientific workflows. Worked with domain experts to develop use case scenarios, workflows, and specifications for the application. • Developed design solutions supporting flexible permissions, collaboration features, and powerful manipulation, analysis, and tracking tools for millions of data points.

• Led customer-centered research and design projects for US WEST’s wireless products and services. Developed proposals and work plans, and oversaw budgets for projects exceeding $750 K.• Designed and evaluated a variety of consumer and business products, including web sites, web portals, wireless web services, ecommerce sites, text messaging, voice messaging, information services, wireless phone interfaces, customer bills, sales support tools, and on-line help and documentation.• Spearheaded customer experience research via a “Going Wireless Study” and a “Lifecycle Panel.” These projects employed a combination of field, survey, and laboratory techniques. Research helped us identify strengths and weaknesses for various customer touch-points, including sales, customer care, and billing, as well as product and service design.

• Consulted for clients such as G.E. Information Services, Motorola, Hewlett Packard, Thomson Consumer Electronics, FDA, Siemens, and Datex. • Designed and evaluated consumer, business, and medical software, hardware, and documentation products. Products included productivity software, system administration software, telephone systems, a navigation system, patient monitors, and on-screen menuing systems with remote controls.• Conducted user experience research to determine user interface requirements. Developed working prototypes, wireframe mock-ups, and flow-charts to specify design. Administered focus groups, surveys, heuristic evaluations, expert reviews, time-motion studies, and usability tests to drive product design and refinement.

• Developed research protocols, coordinated studies, and conducted epidemiological research.