Deloitte Digital (April 2016 - present)
Highlights from my current experience as a Studio Senior Lead and UX Competency Lead include:
- Leading a team of 20 UX practitioners from analysts to managers. Currently I am responsible for guiding the UX direction of the Government and Public Sector (GPS) Deloitte Digital (DD) studio. This includes managing and mentoring our team of UX designers, creating compelling content to teach new skills, ensuring that all practitioners have access to the tools and training to grow and performing staffing duties on all studio projects (average 100+ a year) with teams ranging in size from 1 to 8 UX practitioners on both federal and state government projects.
- Creating extraordinary products for our clients, particularly in the state government sectors. Not only do I manage our UX practitioners, but I also roll up my sleeves and create compelling, beautifully designed and well-thought out and compliant (A/AA and 508) mobile, responsive and desktop products. I am currently involved in creating the first of its kind in the state of Tennessee, a citizen-centric governmental services application that will put 1200 services including DMV and DHHS services, in a comprehensive mobile application for all TN citizens. I am also working on 4 different state health exchange mobile applications for TN, PA, WI and WA. Each of these states has unique challenges within their healthcare offerings and as lead UX on all 4, it is my job to run analysis based off of user interviews, stakeholder conversations and technical feasibility sessions. I then make recommendations and ensure that the delivery of the solution(s) includes all of the needs of the aforementioned groups. As part of my role, I’m ensuring that the applications we create solve user problems in an easy-to-understand interface and provide true benefits for those who need them most - low and no income households. Creating products that allow these underprivileged communities to obtain and manage their healthcare in a dignified way is one of my proudest accomplishments at Deloitte.
- Storytelling through artifacts. For every project that I work on, I blend years of experience to create compelling storyboards, thorough journey maps, extensive process flows, comprehensive sitemaps, well-organized wireframes, detailed annotations and high fidelity, fully functional prototypes using a variety of software including the full Adobe suite (Photoshop, InDesign, Illustrator, XD), Sketch, Justinmind, Axure and InVision. I also believe in creating well-thought out content to accompany these deliverables which means investing time in writing within the voice and tone of the client for these deliverables. Final products aren’t just a series of images – they’re narratives.
- Forecasting and planning for future work efforts. The studio has grown significantly over the past several years, particularly while I’ve been at Deloitte. As a result, I’ve assisted in recruiting, hiring and staffing for upcoming UX project needs and ensuring we have adequate coverage for incoming work. I also work to ensure practitioners are being utilized by connecting skillsets to project needs and hiring to close gaps.
- Speaking and evangelizing for Deloitte Digital. I speak at multiple events each year and attend a variety of conferences to help recruit as well as to help sell new business. On average I devote 5-10% of my week to helping with proposals and new business development efforts. As a result, we have had double digit growth for the past several years, with an above average growth in the last 2 years for studio revenue.
- Creating a culture of inclusion and career guidance. I have led two studio initiatives in the past year. One was researching and reinventing the studio culture to help with employee retention. In order to ensure even the quietest employees have a voice, I worked very closely with studio senior management and partners to research, analyze and collaborate in order to better understand the “Why do some employees leave?” question. The second initiative came out of this culture initiative, which was helping to design and implement a feedback system so that employees felt empowered to give and receive better, more insightful feedback, prior to year-end. This allows those who may be struggling or those who have performance issues to understand and resolve them immediately through guided conversations, peer-to-peer mentoring and regular checkpoints. It also allows managers to better asses, through quantitative methods, qualitative feedback for their junior staff. This helped us to answer the more challenging questions like “Is this person ready for promotion? If not, why? If so, how can we ensure they’re set up for success?” Having a toolset that gives very detailed feedback in an objective way has been instrumental in this year’s consensus and created an environment rich with conversation for both managers and practitioners, resulting in better year end sessions.
Endgame (March 2015 - April 2016)
Highlights from my previous experience as a Director of User Experience included:
- Conducting extensive user research efforts with security professionals and the hacker community. At times I went “undercover” and researched multiple hacker groups at a variety of industry conferences including BlackHat, DefCon and B-Sides. I used this insight to help shape how we approached our product development because I saw value in creating something that embodied the perspective of both the “good guy” and the “bad guy". As a result, we were one of the first security companies to create applications that had UX at the center of the product suite. This helped to drive our sales and create several million in revenue in my year at Endgame. It also provided a platform for other security services to connect with, and ultimately allowed the company to become more than just a single application.
- Creating and leading a highly talented team. Endgame had never had a UX team until I came onboard. In my first two months, I quickly built up a small but efficient group of 3 that included a junior UX practitioner, researcher and a visual designer. We were able to work to create an entire application suite as well as a component-based library that laid out styles and interaction patterns, plus assisted the marketing department in creating a multitude of collateral and marketing materials to help sell the vision.
- Integrating UX processes and human-centered design practices into the development process and creating an executive language around UX. During my time at Endgame, I created weekly check-ins with the development team to ensure that we constantly collaborated with each other. The development team was not accustomed to working so closely with design so allowing us to work side-by-side and stay in constant communication allowed us to iterate quickly and get new releases out the door faster. I also worked directly with our Chief Strategy Officer (CSO) to help lead sessions at each weekly meeting and quarterly meeting with the senior executive teams and the board of directors, respectively, to ensure those in these higher positions who were speaking to our product, understood the process and could use the terms with confidence.
- Solving problems for a variety of users through cutting-edge technology. My team created a compelling visualization of security issues and a robust notification system which allowed users to cull through thousands of alerts per minute through the use of specific targeting algorithms, easy-to-use interfaces and conversational UI. Our product simplified security threat hunting through a unique approach and provided something many had not seen before (guided assistance for beginner SOC operators) while still allowing power users to access more technical workflows and more traditional manual methods, which they preferred.
- Creating a solid marketing story in order to sell our unique solution. I worked very closely with the CSO, VP of Product, VP of Marketing and the VP of Sales on a weekly basis to ensure that we stayed true to the company mission and vision and continued to iterate and drive the best possible solution to market. This was key for differentiating Endgame from its competitors in a very crowded space.
Education Advisory Board (Sep 2010 - March 2015)
Highlights from my previous experience as a Senior Lead Information Architect include:
- Conducting extensive user research with over 150 users, from students to provosts. Through multiple research and analysis efforts, we were able to create a robust application that connected students to advisors and resources and assisted students in transitioning through their time in college. We focused on high-risk populations and over-worked advisors in order to help manage their workloads. Utilizing our data science team and creating beautiful data visualizations, we were able to “bring to life” the issues that students faced and provide tools that advisors could use in order to guide conversations with the most at-risk students. In the first year, student retention at several of our key universities increased by 7-10%.
- Translating users’ thoughts, feelings and beliefs into product functionality, interactivity and strategy. Using substantial research findings through extensive interviews, I was able to quantify the need for product development, help manage the product feature backlog in collaboration with the product manager and make recommendations for future enhancements.
- Assisting in the creation of product strategy for two successful products including the advisor and student products. I worked very closely with the Education Advisory Board's (EAB) VP and the team’s General Manager to create a vision and talk track for presenting to potential schools, helping to bring in new business.
- Developing the first consumer-facing product marketing strategy for our student application with a limited budget. This included recruiting students and instructors to become part of our “Product Advisory Council (PAC)” to help shape our product via ongoing interviews and product council meetings. Through this program, I was able to get the product into professor and student hands. This allowed us to spread the word through viral, campus-based activities and incentives while also garnering incredibly detailed and extensive feedback from students using, and evangelizing, the product.
- Creating a wide variety of assets including concepts, wireframes, white papers, executive summaries and final design. These assets were created through close work with the PM, the development team, QA and the visual designer to bring the needs of the business, the desires of the users and the feasibility of the development team to life. Through these artifacts, we were able to stay on budget and deliver on-time because we had visual documentation and detailed screen designs that we could talk through as a team.
- Managing and mentoring junior employees on the UX team including our junior designers and information architects.
- Presenting high-level executive findings to leadership stakeholders, both internally and externally including the CEO, CRO (Chief Research Officer) and the VP of Product.
- Partnering with our “New Product Development” (NDP) team to guide potential products from concept to creation.
- Collaborating with delivery teams to continue to shape the product vision through research, analysis and market trends.
- Creating comprehensive project plans and timelines for product creation including development, design and marketing.
- Facilitating multiple brainstorming sessions and coordinated cross-team development sessions with internal and external teams.
- Volunteering in various roles with several partner non-profit organizations.
Bean Creative (Sep 2003 - Sep 2010)
Highlights from my previous experience as a Senior Developer include:
- Designing and developing complex online applications in a variety of languages including Drupal, Cold Fusion, ASP, Perl and PHP. In my role, I helped to create a proprietary CMS that the company was able to re-sell and generate revenue from a repeatable and easy to maintain system. Updating the codebase and pushing out enhancements was easy for our team, providing quick security fixes as well as launching new functionality, when software-as-a-service (SAAS) was still a relatively new approach.
- Building custom databases and procedures to support e-commerce applications in addition to front-end development and design. My team and I were able to integrate e-commerce into our CMS solution and provide a super flexible, rich payment processing system that stored payment information for users, again at a time when most organizations were still unfamiliar with faster and more user-friendly e-commerce approaches.
- Creating rich media applications using Flash, Flex and AIR in ActionScript (AS) 2 and AS 3 for web, kiosk and DVD/CD-Rom deployment. We created several “edu-tainment” games that are still online and have heavy utilization, as well as several key games that won the studio numerous accolades and Webbys. Our work reached students, teachers and classrooms around the globe, particularly our work for Maryland Public Television’s Knowing Poe website.
- Assisting with client meetings, management and communications. I attended a variety of meetings as well as ran training sessions to help teach new clients how to create rich websites and use our custom CMS through multi-day events.
- Collaborating on client budget planning and scope development.
- Wire-framing and architecting projects for development.
- Mentoring junior level developers and designers including interns and non-technical staff.
- Speaking at national conferences and writing for the company blog. (see Awards / Presentations section for details)
George Washington University (Apr 2001 - Sep 2003)
Highlights from my previous experience as a Web Developer include:
- Programming various components and modules on the student portal website including course schedule and calendaring.
- Building a custom online student housing application in Oracle and BANNER Web that won the EDUCause application of the year award. The housing application saved the university over $40,000 in the first semester of implementation. The system is still in use, 15 years later, and components of the system are now part of the standard Oracle BANNER student housing application module.
- Creating an online presence for various internal departments and systems and integrating those disparate systems into the GWU portal site.
- Providing daily support for BANNER Web student applications which comprised course scheduling, student financial information and various other university sites into one unified application.
- Mentoring junior-level developers and interns.
- Assisting in client coordination and project planning for upcoming semesters.
USinternetworking (Aug 1999 - Apr 2001)
Highlights from my previous experience as a Programmer include:
- Planning, designing and programming the internal (intranet) and public facing company websites.
- Developing an online sales management tool and connecting applications.
- Assisting with developing various sales marketing strategies and implementations for our team.
- Mentoring our junior-level developer and our seasonal intern.
Defense Group Inc (Apr 1998 - Aug 1999)
Highlights from my previous experience as a Web Designer include:
- Collaborating with multiple government agencies on web design and development including the Department of Defense and the U.S. Army.
- Creating several client intranets for various federal defense agencies.
- Developing in-house company print marketing materials and the DGI corporate website.
- Managing print and web collateral for our government client projects.
CyberSERV, Inc (May 1997 - Apr 1998)
Highlights from my previous experience as a Web Designer include:
- Designing and developed new client websites as one of the few website designers in the DC metro region at the time.
- Updating and maintaining existing client sites and designs.
About | My Experience | My Education | My Awards + Presentations