• People development: Managed and mentored design talent - content strategists, designers, and researchers - through goal setting, regular 1:1s, performance reviews, and constructive feedback.• Design operations: Centered design processes around a culture of critique to continuously raise design quality, develop contributors, and optimize collaboration with partners. • Project leadership: Orchestrated, scoped, and sized design deliverables across concurrent initiatives. Collaborated with product and engineering to prioritize, plan, and iteratively ship product improvements that drive toward a product vision, deliver value, and inform continuous learning.• Product design strategy: Led the definition of comprehensive product design strategies that connect the dots between user needs and business value. Leveraged a variety of discovery methods (ex: research/data synthesis, audits, journey mapping, experience reviews) to inform a user-centered outcome.• Influence: Leveraged storytelling and presentation to communicate opportunities and strategic recommendations across different levels of the organization to inform, gather feedback, align, and gain buy-in.• Collaboration: Facilitated workshops with stakeholders and partner teams to build empathy, trust, alignment, shared ownership, and more cohesive end-user experiences. Notable outcomes: • Defined a traveler-centric post-booking experience vision based on data and research, boosting critical task completion rates from 50% to 90% compared to the legacy experience. • Defined and championed A/B test strategies to make the post-booking experience vision a reality, iteratively boosting ease-of-use and usability scores and reducing support calls.• Directed enhancements to Expedia’s post-booking flight experience, boosting ease-of-use and usability scores while reducing related support calls by 30%.

• People development: Managed and mentored design talent - content strategists, designers, and researchers - through goal setting, regular 1:1s, performance reviews, and constructive feedback.• Project leadership: Managed scheduling, timelines, and estimation for design teams across shopping, checkout, and post-book experiences.• Delivery: Owned hands-on delivery of workflows, wireframes, and interaction designs as needed to support team velocity and ensure timely project completion.Notable outcomes:• Led the redesign and optimization of checkout experiences that are still used by millions of customers each year, resulting in continuous improvements to conversion and purchase success rates.• Oversaw the launch and optimization of Expedia’s travel insurance product experiences, resulting in continuous improvements to attach and customer sentiment.

• Led the restructuring of the US Department of Education’s student loan website, consolidating content from multiple sites into a single resource to support borrower needs from loan option exploration through repayment.• Defined the end-to-end information architecture for T3’s proprietary content management tool.

• Hands-on leader for the website’s information architecture team, responsible for defining and optimizing experiences from the home page through post-purchase• Defined information architecture and functional requirements for the consolidation of separate US, EMEA, and APAC experiences into a shared global experience

• Responsible for leading the efforts of the User Experience team for Eukanuba.com and MaxFactor.com.• Collaborated closely with client, account management, development, and project management teams in the scoping and delivery of new projects.Highlights:• MaxFactor.com redesign and brand relaunch 2008 Effie award winner

• Responsible for the definition of user-friendly sites. Specific deliverables includes: heuristic and competitive site evaluations, site maps, wireframes, workflows, functional requirements, tool logic and target audience personas. Highlights:• FedExKinkos.com: Application DevelopmentCreated information architecture for Kinko’s File-Print-Kinko’s web and software application tools, which enable users to create, format and distribute documents remotely.• Beinggirl.com: Site RedesignArchitected the redesign of this database-driven site to deliver personalized content based on the user’s age group (i.e., pre-teen, teen and young adult).2005 Web Marketing Association’s WebAward: Best Online Community Website.• Blockbuster.com: Site RedesignWorked closely with client team to gather requirements and architect the initial version of the site designed to compete directly with the company’s biggest competitor, Netflix.

• Worked closely with clients to gather requirements and define business objectives.• Translated requirements into site maps and wireframes designed to support client goals and end-user needs.

• Worked with domestic and international development teams in the creation of user-friendly supply-chain and product-configuration software products.Highlights:• The Home Depot: Site EnhancementDeveloped product-configuration web tool to enable shoppers to enter room and window measurements for custom blind and carpet quotes.• National Image and Mapping Agency: Software CustomizationModified the user interface of combined software tools to enable agents of this government agency to bring stored satellite photos online for quicker access and customization.

• Gathered requirements and developed information architecture for e-commerce websites.• Worked closely with clients to understand business needs, development teams to ensure technical feasibility and creative teams to incorporate branding considerations.• Dell.com: Feature DevelopmentWorked closely with client teams to define and architect new features for the company’s e-commerce site including side-by-side product comparison and computer customization.