Tyler D. Email & Phone Number

Denver, Co, Us

Schaumburg, Illinois, Us

• Spearheaded a transformative usability study resulting in significant enhancements to the Paylocity Mobile app's user experience.• Instrumental in launching the cutting-edge Paylocity NetGen Mobile app, enabling seamless access to pay information and communication with managers.• Introduced key UX metrics, including the System Usability Scale, to assess and enhance user satisfaction and loyalty.• Lead research to understand Paylocity's core product base, and how AI could become a game-changer for unlocking customer value.

Austin, Texas, Us

• Led research efforts for midmarket, conducting qualitative studies and usability tests to uncover insights for product improvements.• Designed and ran a longitudinal diary study to measure product health over time, enabling data-driven decisions, including launching of new features that improved job quality by 50%.• Developed end-to-end journey audits process to identify user pain points and opportunities for improvement.

Scottsdale, Arizona, Us

* Established and led the development of a user experience research practice from the ground up, building processes, best practices, and expectations to promote a user-centered culture across the organization.* Conducted impactful user research programs on existing and upcoming products, delivering insights that informed design decisions and product improvements.* Negotiated vendor contracts to ensure high-quality research tools were available to all team members who needed them, allowing for the seamless execution of research studies.* Developed and implemented a process for field teams to coordinate and interact with the user research organization, facilitating effective communication and collaboration.

San Francisco, Ca, Us

As a founding member of the Firefox Product Innovation team, achieved the following:* Spearheaded the development of an innovation pipeline, fostering creativity and enabling the team to identify and explore new opportunities for growth and development.* Evaluated potential features and products, providing recommendations that influenced the 2019 Firefox desktop roadmap on privacy and security. These efforts led to the successful launch of the Firefox VPN and Tracking Protection, enhancing the user experience and increasing user trust.* Guided the transition from legacy Firefox for Android to the modern Fenix browser, mitigating risks associated with various transition paths and recommending effective strategies for feature prioritization with limited engineering resources.* Maintained a survey platform for 60+ researchers, implementing company-wide compliance and privacy policies. Successfully negotiated a contract renewal, securing over 30% more seats at a minimal cost increase.* Mentored and instructed global teams through the Culture of Experimentation program, contributing to Mozilla's recognition as the "Most Innovative Company of 2019" by Fast Company.

San Francisco, Ca, Us

* Owned and managed the Firefox feedback platform "Input", successfully transitioning from a self-hosted solution to a third-party solution. This resulted in significant cost savings, reduced workload for web developers, and improved utilization of existing resources.* Organized and executed a company-wide training program on survey best practices and developed a survey template library for over 70 researchers. This enhanced the quality of research studies, ensuring accurate and meaningful insights were gained from user feedback.* Designed and implemented a cadenced research program to evaluate users' browser choice across the entire marketplace, creating a crucial tool for measuring the success of Firefox Quantum and subsequent releases, as well as their impact on user satisfaction. This program led to data-driven decisions that improved user experience and helped Firefox maintain a competitive edge in the market.

San Francisco, Ca, Us

* Managed roadmaps, projects, and goal-setting initiatives for the Firefox strategy & insights team, ensuring a 100% project completion rate. This involved applying various research methodologies and techniques to deliver meaningful insights that informed key business decisions.* Assisted in the design and launch of “Heartbeat”, an in-product messaging platform used to gather daily insights on user behavior, including satisfaction metrics and sentiment. This program allowed for targeted and scalable scientific research, providing valuable insights that informed product improvements and enhanced user experience.* Spearheaded Mozilla's first cadenced in-product research program, leveraging surveys to provide insights per-release. Developed a custom "cost of support" metric to help alleviate pain points for users during the regular release schedule. This approach allowed for continuous and iterative improvements to the product, resulting in increased user satisfaction and loyalty.

San Francisco, Ca, Us

* Built and led the Firefox Strategy and Insights team, the first organization at Mozilla responsible for using user data to drive decisions and roadmaps. This involved designing and implementing various research methodologies and techniques to gather meaningful insights that informed product improvements and business decisions.* Designed a research program to support "Project Squeaky," a project aimed at combating add-ons that provided a poor user experience in Firefox. This program successfully prevented user-loss of around 4% a year by its completion, showcasing a deep understanding of user needs and preferences and an ability to drive impactful change.* Supported the Mozilla Support team, tracking user satisfaction (CSAT) and helping to drive question completion rates to meet and exceed goals. This demonstrated strong methodological skills in survey design and analysis, as well as a commitment to delivering accurate and meaningful insights to stakeholders.

Lead a team of technicians for both personal computer repair and small business IT management• Helped maintain a high customer satisfaction rate and low return numbers• Was primary contact for multiple businesses of up to 50 employees for during and after hours emergencies.