CDK provides enterprise-level dealer management software (DMS) that powers over 28,000 retail client locations. They provide Service, Accounting, Parts, F&I and Sales platforms that facilitate dealer business process making it easier for dealerships to excel.○ Delivered complete, modernized application workflows across multiple business domains including accounting, service, parts and document management. This work replaced a legacy command-line based workflow with a modern design system and GUI that combined ease of learning and streamlined productivity.○ Conducted qualitative discovery and usability research sessions (remote and on-site) both for requirements gathering and concept/usability sessions to validate assumptions and refine workflows.○ Worked closely with Product to set quarterly goals and refine workflow requirements. This provided a roadmap that helped manage expectations and kept design deliverables on track.○ Mentored junior designers in industry best practices, design tips & tricks and internal communication skills to help ensure successful outcomes.

Led the user experience team accountable for Guitar Center and Musician’s Friend desktop and mobile web sites, native mobile apps and other enterprise digital initiatives.○ Managed the UX design team to ensure delivery of ecommerce feature across the digital portfolio. This included Guitar Center, Musicians Friend, Music & Arts, Woodwind & Brass Wind and Music 123.○ Redesigned the product list page to be responsive, increase product image sizes and improve filter facet readability. Decreased the average bounce rate from 58% to 42.5%.○ Evaluated and selected a 3rd-party usability test service to augment our UX team and provide targeted insights into our e-commerce user experience to improve usability and conversion.○ Streamlined Guitar Center’s desktop and mobile checkout workflow based on a comprehensive usability study, purchased studies and comparative analysis. Developed the A/B test plan and phased implementation strategy.○ Analyzed and updated the user interface of Guitar Center’s compare function & conducted an A/B test. The enhancement resulted in +50% lift in revenue for customers who used the feature.

Evangelized UX across the enterprise to promote a user-first design/development strategy for digital initiatives.○ Established an enterprise mobile application service focused on developing targeted mobile applications, improving efficiency, enforcing design consistency and reducing costs.○ Designed and oversaw development of an internal conference room finder native mobile app that provided room reservation capabilities across the enterprise.○ Conducted heuristic evaluations of existing tools and applications using an internally developed set of evaluation criteria to successfully improve internal mobile applications.○ Consulted with internal business units to identify mobile enablement opportunities that could streamline business processes and built interactive prototypes to validate and pitch ideas.

Provided user experience direction for Guitar Center’s e-commerce properties including guitarcenter.com, musiciansfriend.com and musicarts.com.○ UX design lead on the Musician’s Friend mobile e-commerce site. Results were site loaded 50% faster, carts to checkout up by 68% and total revenue up 25-30%.○ Evaluated existing site workflows and presentation models. Recommended standardizing page layouts, eliminating micro-sites and subdomains, better digital/store alignment creating a global style guide.○ Gathered insights from our internal consumer research group, usability studies, competitive analysis and best practices, and applied them to key digital business initiatives.○ Designed a guitar case finder tool. Consulted with category owners to identify key requirements and distilled that into a 5 step process. Case Finder: http://www.musiciansfriend.com/finder/casefinder.

Designed seamless, guest-friendly digital experiences across Disney’s attractions including Disney theme parks, cruise lines, time shares and vacation resorts.○ Redesigned the Run Disney event site to optimize site usability and better showcase events. Worked to balance business and participant needs. Built Axure prototypes to test ideas.○ Designed improved web form workflows on Disney Cruise Line and Vacation Club sites to address specific business needs, improve overall usability and increase completion rates.○ Partnered with visual designers to improve the hand-off process, specifically between wire frame/prototypes and visual design comps to reduce functional ambiguity and decrease design time.

Provided user experience design expertise across a wide variety of businesses and nonprofits to improve overall user experience, improve business process and enhance brand perception. Clients included UCLA, Hollywood.com, Baxter Bioscience, HealthNet, ACLU and Boston University.○ Designed a web application that streamlined the periodical intake workflow for the Hispanic American Periodicals Index (HAPI) at UCLA. Paired down a process that previously took days to just hours.○ Redesigned the information architecture and UI for the ACLU to provide better information findability and update the brand. Worked with many stakeholders to balance practice area and organization needs.○ Provided complete redesign and UX overhaul for a stock photography site. This included new faceted search and search results, image browsing, image detail pages, favorites and purchase process.○ Analyzed internal processes and workflow to identify areas needing improvement. Made recommendations to streamline and enhance the design and development process.