Founded UXmatters, the leading Web magazine for user experience (UX) professionals, to provide a forum where the UX community can share new ideas and insights and discuss important issues relating to user experience. Our mission is to create the premiere source of information and inspiration for all UX professionals—but especially UX leaders and strategists.• Designed the new responsive Web site for UXmatters.• Developed much of the HTML and CSS for the site.

Providing UX strategy, design, and research consulting services to established software businesses and startups, enabling clients such as Nor1, TRIRIGA, GetJar, Google, TellMe, Cisco, WebEx, Whistle Communications, Kaleida Labs, and Apple to deliver exceptional experience outcomes.

Provided UX research, strategy, and design services to 8 application development teams, improving the user experiences of enterprise Web applications for Intel’s Sales and Marketing teams, partners, and customers.• Led a remote team comprising 4 designers and 1 researcher.• Defined a UX strategy to enable SMIT to consistently deliver high-quality Web applications.• Contributed to an agile maturity model for the implementation of agile and DevOps across SMIT.• Created a UX maturity model for assessing the quality of application-design projects.• Facilitated multidisciplinary innovation workshops for envisioning new solutions to problems.• Delivered solutions for complex Web applications for partner-relationship management, customer-relationship management, deal management, samples management, warranty management, digital-asset management, and pre- and post-sales support.

Transformed the user experience of the Apttus Quote-to-Cash platform, including the award-winning enterprise applications CPQ (Configure Price Quote) and X-Author for Excel.• Introduced UX design, prototyping, and validation methods to product teams.• Managed a front-end developer, a part-time UX researcher, and 3 contractors—a UX designer, a front-end developer, and a graphic designer.• Developed an in-depth strategy for establishing UX at Apttus, including staffing requirements and role definitions.• Led a multidisciplinary effort to devise an agile development process, integrating Lean UX.• Established a UX Customer Advisory Board to engage customers in participating in user research and usability testing.• Designed and implemented a responsive design prototype of a new B2C ecommerce Web application for iPad and desktop that transcended many constraints of legacy applications.• Elicited requirements and designed highly useful and usable new CPQ pages for approvals, purchased products, guided selling, deal management, and pricing agreements.• Brought maximal consistency to CPQ Visualforce pages on the desktop, iPad, and mobile devices by leveraging the Lightning and Salesforce1 design systems.• Redesigned, prototyped, and specified standards for a Web application framework and key components—navigation, menus, overlays providing summary information, product catalog navigation and search, button bars, status messages, and progress bars—and pages—product catalog, search results, pricing, and product/configuration options pages—of CPQ, improving workflows and the display of highly complex, tabular data.• Defined UX design standards for drop-down menus, Web forms, UI text, search, status messages, and progress bars.• Created an icon font and a repository of icons and widgets.• Mentored a UX designer / researcher working in Professional Services.• Art directed the design of a set of product logos for all Apttus product families.

Designed a next-generation user interface (NGUI) for a complete reimplementation of the AR (Action Request) Framework, bringing modern, responsive Web design to all BMC enterprise applications. • Envisioned and designed a Web-application framework and patterns for implementation as standard components, improving consistency and reducing development costs.• Created standards and guidelines for NGUI Web applications for the desktop and iPad.• Designed standard application workflows, navigation, global search, workspaces; components such as tabbed panels, toolbars, status bars, overlay dialog boxes and messages boxes; and an innovative Work in Progress user interface for managing multitasking—writing usage scenarios to demonstrate its utility.• Led a multidisciplinary effort to embed a Help wiki panel in the NGUI Framework.• Facilitated agile development by creating a template and guidelines for writing user stories.• Contributed to product strategy and wrote user stories for Service Desk.• Designed the Next-Gen ITSM Service Desk, including the dashboard, newsfeed, incident-management workflows, and an innovative Smart Search feature.• Observed and interviewed Service Desk users to better understand their needs.• Provided an expert review of the existing Calendar Web application and designed an NGUI Calendar application for teams.• Created concept sketches for a new knowledge-management application.• Evangelized UX and advocated for UX involvement throughout the product development cycle to focus product teams on user needs and ensure that designs got built. • Defined requirements and created a phased plan for improving the UXD Web site to facilitate multidisciplinary collaboration.• Defined the roles and responsibilities of all UX Design (UXD) team members.• Participated in portfolio planning.

Designed eStandby Upgrade 1.0, an integrated suite of Web applications that replaced existing desktop applications for property, revenue, base rate, and price management.• Created a common, role-based hotel property selector and navigation system.• Elicited requirements.• Provided training in writing agile user stories.

Provided UX designs and prototypes for TRIRIGA, a facilities-management Web application.• Designed and prototyped new features, including a complex navigation system, portal pages, gadgets, and bookmarking.• Created the application's information architecture.• Defined standards and guidelines for Web forms.• Elicited requirements from Product Management and Development.• Led collaborative ideation.

Introduced and gained full adoption of UX-design methods at this startup, delivering modern, well-designed Web, mobile Web, and native mobile scanR applications and Web sites.• Led UX design for award-winning consumer mobile and Web applications for scanning documents and whiteboards with a phone camera and viewing and managing scans.• Managed a part-time technical writer and a contract graphic designer.• Co-designed new, native mobile applications for BlackBerry, Windows Mobile, and iPhone—including workflows, interaction models, and visual elements.• Redesigned the scanR desktop and mobile Web applications, greatly improving their workflows, navigation, usability, and visual design.• Devised an innovative interaction model for viewing scans of paper-document pages on mobile devices’ small screens, prior to converting them to text using optical-character recognition.• Designed a new getting-started wizard to ensure a successful first-time user experience, a photo uploader with Ajax interactive user assistance, and a Help panel.• Created a large set of icons for the Web apps.• Redesigned the scanR Web site, including the home page, site navigation, and signup pages. • Designed a new product tour.• Wrote new marketing content for the scanR Web site.

Designed Google Orders 1.0, an Ajax Web application, enabling AdWords order takers, approvers, and managers to process and approve AdWords orders more efficiently and effectively. These AdWords orders generated approximately 75% of Google’s revenues.• Interviewed and observed stakeholders and users performing their tasks to understand the needs and work of specific user groups. Consequently, the application design very successfully satisfied their needs.• Developed innovative conceptual models for a proposed social Help application.

Defined requirements for and designed remote collaboration tools.

• Contributed to the development of a comprehensive set of design guidelines for Cisco commercial desktop and Web applications for SMBs (Small and Medium-Sized Businesses).• Created UX design guidelines for navigation, search, graphs, reports, menus, and toolbars, bringing consistency across applications and reducing development costs.• Designed workflows, interaction design patterns, and visual design and information design standards that improved application user experiences.

Established UX as a practice, defined UX strategy, and led UX design, usability, and documentation for all WebEx applications, including the award-winning Meeting Center and Training Center.• Built, led, and mentored a team comprising 4 UX designers, 2 graphic designers, a prototyper, a usability-test facilitator, a documentation manager, and 2 technical writers.• Contributed to product strategy and requirements definition.• Transformed the user experiences of Meeting Center, OnStage / Event Center, and OnCall / Support Center, dramatically improving their usability, consistency, and appearance.• Established industry standards for online-meeting software.• Led UX design for new products, including Training Center 1.0, WebEx Enterprise Edition, and Shopping Together, a social-shopping experience.• Defined the feature set and designed the user experience for WebEx Recording Editor 1.0.• Innovated progressive and on-demand download capabilities to accelerate meeting starts and, in collaboration with Engineering, defined a software component architecture to support them.• Led the development of HTML/CSS templates to increase implementation efficiency and reduce costs.• Established guidelines and procedures for usability testing. Planned studies; wrote test scenarios, scripts, and questionnaires; analyzed usability test results, and devised design solutions for identified usability problems.

Created and tested UX designs for SMB and enterprise applications.• Designed AppleTalk networking applications, including Apple Internet Router 2.0, improving their usability and consistency.• Designed an innovative object-oriented development environment with a dynamic layout grid.• Facilitated and observed usability tests to identify and devise solutions to usability problems.• Contributed to user interfaces for AppleSearch, OpenDoc, and Apple Guide.