I head up Greenlight Idea Lab, the only global agency focused exclusively on idea and product validation. We work with innovators, founders, and product leads to bring ideas to the market that customers love.

I am Co-Editor of the Journal of User Experience (JUX), the only peer-reviewed journal in the field of User Experience.

During my tenure at Mach49, I set a global vision for our customer experience (CX) team. I supervised and expanded a global team of over 30 researchers and designers, offering mentorship, training opportunities, and clear career advancement paths. My role involved supporting project teams with actionable guidance on research planning, data analysis, and overcoming operational challenges to ensure successful outcomes. I provided strategic leadership to clients by developing comprehensive roadmaps that streamlined research activities, ultimately informing critical design and business decisions. Leading mixed-methods user research, I focused on testing product-market fit for new product ideas, utilizing prototypes of varying fidelity. Additionally, I developed novel research methods and metrics to swiftly identify and prioritize customer pain points, evaluate competing value propositions, and validate design solutions. I also championed the use of AI to uncover new customer insights and enhance team efficiency, driving innovation within the organization.

As the Executive Director of the User Experience Center (UXC) at Bentley University, I have overseen all aspects of the center’s operations. This includes business development, project scoping and planning, marketing, client relationship management, and team leadership. Under my guidance, the UXC has consistently generated over $1M annually from commercial clients through UX research, design, and strategy services provided by our staff and students.My role involved conducting a diverse range of user research and design activities, such as usability testing, surveys, content strategy, information architecture, competitive benchmarking, biometrics/eye tracking, and design thinking. I collaborated closely with clients, typically Fortune 500 companies, to deliver actionable insights that enhance both user experiences and business metrics. I also mentored senior staff and graduate students on UX best practices, emphasizing the delivery of high-value research and design solutions in a cost-effective manner.I set annual business goals and long-term strategic direction for the UXC, coordinating efforts across various university departments. Additionally, I presented our work at national and international conferences and published research to establish the UXC as a thought leader in the global UX community.

Taught full-semester and executive courses through the Graduate Program and UX Certificate Program. Courses included: - Introduction to Measuring the User Experience- Introduction to Service Design and Journey Mapping - Research Methods in Human Factors in Information Design

At Fidelity Investments, I managed a team of user experience researchers dedicated to enhancing web applications used by over 20 million investors. I championed user-centered design throughout the organization, fostering collaboration among designers, information architects, business sponsors, product managers, and development partners on all major user research initiatives. I conducted both qualitative and quantitative user research on a wide variety of financial applications, including Fidelity.com, NetBenefits, ActiveTrader Pro, and Plan Sponsor Webstation. User research methods including usability testing (moderated and unmoderated), surveys, personas, card sorting/tree testing, focus groups, and in-depth interviews. I strongly advocated for a rigorous approach to user research, emphasizing the importance of data and metrics in driving both design and business decisions. Also, I built upon Fidelity’s reputation as a world leader in user experience research through publication of journal articles, books, and conference presentations.

As a Senior UX Researcher at Lycos, I provided comprehensive usability research support for a diverse array of projects, spanning search, e-commerce, financial, and social networking websites. My research focused on key areas such as web navigation, cognitive and behavioral models of web usage, visual attention patterns on web pages and advertisements, and the credibility of e-commerce transactions. This work enabled us to enhance user experiences across various digital platforms by applying insights derived from user behavior and interaction patterns.