Rob Fay, Ccxp Email & Phone Number

Arlington, Va, Us

Rob supports the Centers for Medicare and Medicaid Services (CMS) by providing HCD and UX strategy, education, and service design services. Rob leads a team of Sr. Strategists to help transform the culture of CMS to embrace human-centered design as an approach to reduce customer burden and improve its products and services. He works to advise CMS on best practices and supports product teams by defining strategies for integrating and maturing ux within agile product teams.Rob has been instrumental in establishing a Center of Excellence to provide coaching, training, and support to leadership, employees, and contractors.

Severna Park, Md, Us

Hanover, Maryland, Us

Led the user experience for new suite of tools used to help connect job seekers with great job opportunities. Managed a group of UX consultants and internal UX staff to ensure the business achieves great design solutions.

Chevy Chase, Md, Us

Provided design leadership in agile environments for government and commercial projects.• Provided strategy and execution in areas of spec writing, design, and design research for a new patents review system for the US Patent and Trademark Office (USPTO)• Led the design of a USPTO system for allowing customers to conduct self-service financial transactions with the organization. Worked with design team to define usability testing plans• Designed browsing, navigation and social capabilities for National Gallery of Art collections• Designed updates to Education Week's mobile site to encourage greater engagement

Boca Raton, Florida, Us

Established strategies and executed plans for ensuring intuitive and delightful user experiences across Blackboard Learn product lines, serving millions of customers worldwide. Blackboard is a 1.65 billion global company serving higher education and K-12 markets that creates a variety of solutions for the educational space, most notably the software that makes online classes possible. • Created and led company user and design research program, reducing clicks and page loads by ~33%.• Created and curated company pattern library to provide consistency in design solutions across the product suite while offering freedom to focus on new design innovations• Designed and prototyped solutions for communicating specific user experiences on multiple devices• Developed and implemented metrics to measure and ensure product quality

Herndon, Va, Us

Created user experience artifacts to support software development efforts as K12 Inc. prepared for an IPO. K12 Inc. offers curriculum and educational services designed to facilitate individualized learning for students in kindergarten through 12th grade, or K-12.• Created vision and requirements documentation for three significant system development efforts• Communicated design solutions through artifacts including sitemaps, wireframes, task analysis, competitive analysis, and process flows• Led the design and development of a microsite to support company marketing initiatives

North Bethesda, Maryland, Us

Provided user experience, subject matter expertise, and technical consulting services for a strategic federal government client. MORI Associates Inc. is a high technology and engineering company offering a complete range of services from strategic consulting to the development of Information Systems and providing engineering solutions. • Led a heuristic evaluation of the National Institute of Diabetes & Digestive & Kidney Diseases (NIH NIDDK) site• Provided expert design recommendations based on web analytics, persona development, and a competitive analysis• Led usability testing of the Institute's web-based scientific grants coding system

College Park, Md, Us

Led the effort to streamline the grant funding process by analyzing and recommending a software solution to replace a resource-intensive paper-based grant funding process. University of Maryland @ College Park brought in approximately $350 million/year in grant funding for research purposes.• Led a working group to assess needs and review potential grants management system alternatives• Led requirements analysis and beta testing of the University’s web-based human subjects protocol approval system

North Bethesda, Maryland, Us

• Represented NIDDK stakeholder interests among the broader NIH community by providing technical consulting for agency-wide working groups and advising on system development needs• Provided technical consulting services across NIDDK departments

Falls Church, Va, Us

Directed a helpdesk staff of five, supporting grant software used by thousands of NIH employees. • Managed team of four staff members in strategic planning, prioritization, performance evaluation, and resource development• Led effort to select COTS help desk software, provide customizations, and roll out to support federal agency-wide customer base

M.I.M., Information Management

M.S., Marriage & Family Therapy

B.S., Elementary Education And Teaching

High School