Tim Scholl Email & Phone Number

Plantation, Florida, Us

Customer Service User Experience: Design, research and strategy for Customer Service team, focused on a software platform for customer service agents, CSR Buddy. Design and development of a new communication feature that allows agents to share information about customers with each other asynchronously, allowing the team to move specialist customer service agents off of a legacy software application. Delivery Experience (DEX): For the Customer Tracking and Messaging team initiative, designed a new set of features for app and website that provided customers more context on the status of their deliveries, leading to a 14.5% reduction in customer service contacts, generating $1.05M yearly savings for the business.For the Speed and Promise team initiative, conducted strategic foundational research leading to the development of product concepts for Delivery Promise, a way to better communicate delivery timelines to customers prior to making their purchase decision. Launch expected in 2024. Discovery and evaluation of subscription program through qualitative research to identify ways to improve the program, increasing customer adoption and optimize internal operations.

Boston, Ma, Us

Themes: Product Design, Sensors, AI, Computational Design, Creative Code, Data, Sound, Haptics, Interaction, Generative Art and Design, ResearchThesis Projects I - Provided a supportive context for student development of graduate thesis related projects. Guided the program of study, and provided ongoing feedback and evaluation. Design Studio 2 - Advanced program of study and research in communication design that focuses on information structures for various contexts and audiences. Subjects for study emphasize interactive media in the context of information design.

Louisville, Kentucky, Us

Management of product designers, guiding their professional development and product team contributions.Member of extended leadership team for the Experience Center, contributing to team assignment and strategic direction decisionsInitiated three key design-related SaaS contracts (Miro, UserZoom, and Figma), as business lead, enabling the design team to pivot effortlessly to a fully remote design practice during the early months of the pandemic.Management and recruitment of new design talentCreation and facilitation of the design internship program

Louisville, Kentucky, Us

Care Support - Launched a digital MVP aimed at enabling members to improve their health through better connection to their care team and care plan. Collaborated with stakeholders in the clinical products organization to shape the vision for future digital experiences in support of clinical care interventions at scale using behavior change design and the COM-B frameworkAmbient Monitoring - Strategy and research in service of exploring how a new remote monitoring technology might be used in the service of helping improve or maintain member healthValue-Based Insurance Design (VBID) for Cardio Obstructive Pulmonary Disorder (COPD) - Facilitated workshops, service design activities, and generated artifacts in order to define and refine an organization-wide service experience to help members better use and afford their inhaler medsFast Healthcare Interoperability Resources (FHIR) - Researched standards specifications to produce a prototype interface to showcase how members might take ownership of the healthcare data, including 3rd party authorizationVirtual Intelligent Plan Recommendation Foundational ethnographic discovery, generative research, product conception, and user experience architecture laying the groundwork for a successful retail medicare insurance plan recommendation tool that ultimately led to significantly higher conversion rates in direct-to-consumer salesCareConnector - Conducted qualitative in-person user research for design improvements, story validation, ethnographic studies, usability, and co-creative exercises in service of building a web application aimed at making finding a new doctor easierCurated weekly lunch and learn series by inviting outside guests and encouraging colleagues alike to take up the spotlight.

Boston, Ma, Us

Complete redesign of online.berklee.edu as part of design/engineering team through design sprints, UX/UI design, prototyping, and review of front-end developmentLaunched a new custom built learning management system (LMS) product as part of the design/engineering team including ongoing UX/UI design, interaction design, prototyping and design reviewsTesting, analysis, and reporting on the website, LMS product, and marketing using a/b testing, heat maps, UX platforms, Google Analytics and Google Consumer Surveys to improve user experience, inform business priorities and improve decision makingLead the team in the development and branding of content marketing platform TakeNote, opening up opportunities for soft-lead capture, further online engagement, and brand awareness. UI/UX design and development of the Wordpress CMS including Marketo real-time personalization and predictive content. The platform later garnered an UPCEA GOLD award for generating 15% of landing page visits and up to $1.7M in enrollment revenue.Implemented enhanced e-commerce, open graph, schema.org, and dynamic remarketing with the development teamLaunched the new master’s degree campaign using brand research to inform creative strategy, leading to the creation of new creative assets such as faculty portraits and animated videosProduced and art directed multiple photo shoots, on-location and in studioDesigned marketing automation emails, templates and landing pages as well as partner email blastsConcepted and produced various campaigns across media (display, print, social, email, PR) garnering an UPCEA award for remarketingCreated a data-driven course catalog, downloadable content and additional lead acquisition toolsSupported the enterprise through the design and production of materials for in-person events, fulfillment, presentations and more, in addition to serving as brand steward and design resource for the entire online school.

Cambridge, Ma, Us

Management of creative team directing video, photo, and design projects serving the university communityMentored and trained junior creatives, providing direction and guidanceResearch and design for service experiences for visitor center and registrars officeDesign and creation of digital welcome experience for prospective studentsCreated and refined a new brand in partnership with agency and marketing team, and trained university staff on the new visual identityConcepted print and digital marketing campaigns in collaboration with marketers, writers, designers, photographers and university staffCreated and managed Web2Print system for university staff to order custom print runs and stationery items. Increased applications by 27% by developing new admissions materials

Us

Production management of $1.75 million print company’s digital arm, including inventory, outsource vendors, design, pre-press, print production, finishing, fulfillment, direct mail, shipping and deliveryCreated print marketing and branding for a variety of clients across industries, including healthcare, construction, retail, non-profit, higher education, biotech, science, government, and more

Boston, Ma, Us

Taught a series of workshops on Digital Media Literacy to Studio Foundation students.

Boston, Ma, Us

Taught workshops on software applications including Adobe Illustrator, Photoshop and AfterEects to a class of approximately 25 students. Provided help during class and after hours. Supported professor in critiques of class work, including self portraits, commercial packaging and photography editing.

Plano, Tx, Us

Scheduled, prioritized and managed projects and corresponding timetables on tight deadlines. Supervised and instructed staff delegation. Customer service, ranging from consultations with clients as they developed projects to assisting customers with computer related queries and providing graphic design support. Managed software troubleshooting.Coordinated supply orders for branch of national chain. Scheduled and supervised project deliveries.Handled weekly Point-Of-Sale system verification for all employees’ safe deposits and corresponding bank drop.

Master Of Fine Arts - Mfa, Dynamic Media Institute

Bachelor Of Fine Arts - Bfa, Animation, Graphic Design