Responsible for optimizing and enhancing Power Wizard's web experience to increase customer engagement and create a frictionless and fun enrollment experience for this terrific service. Heuristic audit, accessibility audit, analysis of site stats and usage, and user research (both moderated and unmoderated) inform the new UX roadmap that will drive a higher conversion rate and decrease the cost of customer acquisition.

Helping small businesses and not-for-profit organizations craft and deliver professional publications, web sites, and marketing materials.Providing design guidance, and creating style guides and templates to empower small businesses to be more self-sufficient in their content creation.Designing and standing up web sites with eCommerce capabilities to enable quick sales of digital content.

Led a small team of interaction and content designers to create and maintain streamlined, friction-less experiences in a desktop and mobile bill pay app (mobile web, Android, and iOS).Led design customization of a standard product for a Fortune 100 client, ensuring client needs were met while maintaining integrity of the base product. Received multiple internal awards and recognition.Led a series of user behavior studies to create next generation concepts for features that had seen diminished usage. Usage increased by 28% after recommendations were implemented.Simplified the language and redesigned the layout of legal language whose acceptance was required for a specific feature. Studies showed a 10% increase in user feature acceptance after the content update.As a solo designer, designed a developer-oriented dashboard and portal for a bill payment software development kit, working closely with and guiding the technical writer in developing an extensive documentation suite.Coordinated project work across design and content teams to promote efficiency, create consistent deliverables, and speed comprehension among developers and QA.Collaborated with the content manager to streamline shared processes and tools.

Developed 1-year and 3-year product roadmaps based on deep market knowledge and solid understanding of business unit goals.Selected and prioritized feature enhancements that benefit over 80% of the customer base, resulting in higher customer satisfaction and market resonance.Managed feature requests using decision factors such as delivery dates, product scope, usability, quality, and value to the market.Conducted deep customer interviews in target market segments to discover business problems and identify product solutions.Developed marketing collateral, write feature/benefit analyses, and create buyer personas and other tools to assist Sales in positioning the product in a diverse marketplace.Participated in industry trade shows and customer demos as a product and market expert.Created user personas based on field interviews, user observation, and industry knowledge.Acted as Voice of the User or Customer when working with design teams, providing business reasoning, insight into user goals and tasks, and constructive feedback as needed.Led focus groups in order to: o understand business needs, user context, and user tasks o validate design iterations and workflows o evaluate post-deployment design performance via interviewsWrote and edited business requirements and functional specifications.Assisted in creating user stories or use cases, based on development methodology.Managed technical communicators and edit user guides, online help systems, and release notes.Provided technical training to internal teams (Support, Training, Implementations, etc.).Certifications include:- Pragmatic Marketing Certified, 2008- Six Sigma Yellow Belt, 2007

Led a small technical writing team to create an online help system (.chm) for a new .NET based product based on SME interview, specifications, and product evaluation. Upon completion of this project, supported the Customer Care team by creating various materials, including Customer Retention surveys, marketing collateral, and posters.

Created Sales collateral and conducted Sales training for new and updated software products, gave product presentations at industry trade shows, designed advertising campaigns, maintained web site content, functioned as product manager as needed.

Wrote end-user guides and online help systems, assisted QA testing, wrote sales collateral.