Richard Kitchen Email & Phone Number

United States

Customer Experience & Innovation. Strategy, research, and solution building. Generative AI and human experience.

Chantilly, Virginia

Consulting, Solutions, and Growth• Consult with internal and client teams to define, initiate, and expand Human Centered Design practices and principles• Lead HCD Solution Architect on multiple RFI/RFP/SSN opportunities valued at $750M+Corporate Practice• Define and lead the Customer Experience strategies and processes• Lead and coordinate a Community of User Experience, User Research, Design, Digital Analytics, Accessibility, and Growth professionals• Develop and implement external strategic partner selection and engagement strategy • Incorporate Customer Experience into every decision and every actionCenters for Medicare & Medicaid Services (CMS)• Discovery and scope definition workshops to identify client and customer needs• Gained internal and client support to restructure program activities focused on HCD• Created customized Human Centered Design framework for this situation• Planned and facilitated over 20 user research sessions and the ensuing analysis, findings, and recommendations• Trained internal and client team on participating in user research interviews• Lead design effortsVeteran Self Service• Define and lead the User Experience team and processes for a $95 million effort• Direct and coordinate a team of user experience, research, design and digital analytics professionals• Oversee and manage the direction and output of an industry leading design agency to support the effort• Collaborate with the Senior User Experience Director to shape the future direction of the corporate User Experience Community of Practice• Define the and implement the User Centered Design and Research Process• Hire and develop a team of user experience, information architecture, design, and analytics professionals• Create and implement Experience Research & Design Governance process• Develop Voice of Customer (VOC) research and insightsConferences2017• Integrated Cyber Conference - Johns Hopkins Applied Physics Laboratory• UX STRAT2016• UXDC

Bloomington, Il

Responsibilities• Responsible for end-to-end execution of User Centered Design and Digital Experience• Develop Digital Experience Strategy• Develop User Centered Design Process• Define Digital Architecture• Oversight and management of the department• Develop and mentor team of 12 UX Analysts, Interactive Designers, Digital Analytics Analysts, Multimedia Video Producers, and Interns• Drive enterprise user experience, usability, and design• Optimization of consumer, agency and employee interfaces and digital assets• Serve as enterprise UX/ID subject matter expert• Drives user-centric design across all projects, platforms, interfaces and devices• Define and drive user experience and usability research across the enterprise• Provides thought-leadership throughout the enterprise, setting overall UX/ID vision and strategy, evangelizing for user experience, mentoring and developing the UX/ID team and presenting to stakeholders and senior leadership• Primary role in the enhancement, unification, and standardization of UX across all COUNTRY interfaces• Build relationships to coordinate with Voice of Customer, Insights & Metrics, and Multicultural teamsAchievements• Designed and implemented onsite usability testing facility• Implemented User Centered Design process• Created UX Standards• Created UX Maturity Model and development plan• Created department training plan• Expanded department structure based on skills and gap analysis• Hired user experience analysts, usability researchers, and interactive designers• Released responsive web redesign of countryfinancial.com

Bloomington, Il

ResponsibilitiesLead a team of nine user experience professionals during the entire product lifecycleDrive user centered design needsCollaborate with business, technical, development, research, vendor, and leadership teamsAchievementsDesigned the multipage application from conception through every new releaseCreated design and functionality presentations showing value added to the customer experience which are used to secure over $2,000,000 in funding to dateParticipated in usability testing the application 11 times, improving the user experience and reducing reworkApplication is used by 500,000+ customers each month and increasing rapidlyCreated the application redesign in two weeks after a large design consulting firm’s proposal was rejected after two months of work, allowing the project to move forward on timeBrought design concepts through usability testing early and often in the processExplained user needs to the business teamDesigned the initial concept to seamlessly integrate into the current and future structure of statefarm.comApplication reduced customer calls while improving user efficacy and ease of managing their online profileResearch and DevelopmentWorked as the Human Factors analyst and designer on two research and design efforts moving the company towards the forefront of the industry.Auto TelematicsClick To…Usability Testing15 rounds of usability testingPaper prototypingLow fidelity prototypingInteractive prototypingUser Experience Design and ArchitectureCoordinated a team of four UX/UI to meet project goals: ClaimsOversaw and drove projects through the User Centered Design process: Claims, Profile and PreferencesDefine user needs and expectationsInfluence business interests to best meet user needsDetermine the best use of usability testingIterative review, revision, and release every 4-6 weeks

Northridge, Ca

Create low and high fidelity prototypes for medical mobile and tablet apps used in critical care situationCreate process flows for screens and menusDiscover user needs through usability research of digital and physical products

Designed and developed database of patient records using MS Excel and VBA. Assisted mental health counseling staff with scheduling and record keeping.Maintain patient medical records at a nursing home for disabled veterans. Interact with veterans to provide them with support and companionship.

Supervised a team of twelve in the planning and execution of over 40,000 miles of maritime navigation aboard the United States Coast Guard's flagship, Eagle.

Ma, Human Factors And Applied Psychology

Ba, Psychology

Aa, Liberal Arts And Sciences