I analyse unmoderated remote user test videos and extract key findings, recommendations, and suggestions based on the tests.Customers I work with are in the retail, hospitality, publishing, local government, education, airline, and healthcare industries.

My work includes: - User testing (in-person, remote moderated)- Analysis, design, and testing of information architecture of websites and intranets - Expert reviews and competitive benchmarks- Account management and business development- Top Task identification

I lead projects for large organizations to identify their customers' top online tasks, and then to improve navigation & information architecture to support more effective completion of those tasks.In moderated remote testing sessions, I measure how well customers are able to complete their most important tasks online, and uncover the obstacles they face. My reports offer concrete and realistic recommendations on how to improve task completion rates and improve the user… Show more I lead projects for large organizations to identify their customers' top online tasks, and then to improve navigation & information architecture to support more effective completion of those tasks.In moderated remote testing sessions, I measure how well customers are able to complete their most important tasks online, and uncover the obstacles they face. My reports offer concrete and realistic recommendations on how to improve task completion rates and improve the user experienceI also: - Develop business opportunities with new and existing customers- Design task-centred navigation systems and content structures for websites and intranets based on customer-centred data- Measure how successfully site search finds relevant content Show less

The Customer Respect Group was a US-based research and consulting firm that helped companies improve the user experience of their online customers. Its client list included AT&T, O2, Verizon, MetLife, State Farm, Cisco Systems, EDS, HP, Sears, and UPS. In this role, I: - Managed the development of online benchmarks to produce competitive data in the areas of accessibility, order processing, lead generation, life insurance agent integration with site visitors, telecommunications… Show more The Customer Respect Group was a US-based research and consulting firm that helped companies improve the user experience of their online customers. Its client list included AT&T, O2, Verizon, MetLife, State Farm, Cisco Systems, EDS, HP, Sears, and UPS. In this role, I: - Managed the development of online benchmarks to produce competitive data in the areas of accessibility, order processing, lead generation, life insurance agent integration with site visitors, telecommunications online help, and telecommunications account management.- Performed competitive and expert analyses on large websites.- Was principal analyst, project manager, and account manager for larger clients, working to make their websites more customer centric. This involved specifying and running projects for identifying and resolving online navigation and content issues. Show less