Founded a user experience consultancy in 2001, and have grown it to include a client list ranging from startups to Fortune 500 companies. I have experience with large content sites, brand sites, e-commerce sites, reporting tools, highly functional websites, intranets and portals, mobile sites and responsive design.
I write proposals, pitch business, manage client relationships, oversee projects, and evangelize UX to potential and existing clients. I also manage a network of 25 contract employees including user experience developers, content strategists, usability specialists, visual designers and technical developers.
- Finding out what users are thinking by conducting user interviews and stakeholder interviews, customer journey mapping, working with user researchers to develop appropriate research methods, writing personas and documenting user flows.
- Assessing the existing landscape with competitive audits, content audit, heuristic evaluations, and overseeing usability testing.
- Documenting the way forward via UX strategy documentation, content strategy documentation, wireframing workshops, and prototype development
CollectiveUX, Principal (1/01 – present)
Developed new content model for New York City’s 311 call center to organize content for both users and call center reps. Worked with stakeholders and analyzed data to determine key user tasks, developed top level categories, ran rapid wireframing workshop with stakeholders, oversaw prototype development and user research.
Conducted massive information architecture research project for one of the world’s largest providers of payroll and human resources applications. Audited existing payroll and HR systems, interviewed stakeholders, designers and developers to gain an understanding of existing functionality and current state, as well as user tasks. Developed new information architecture and taxonomy, organized card sorts, oversaw prototype development for testing.
Developed UX strategy for large healthcare system. Conducted stakeholder interviews and landscape audit to determine opportunities and project goals. Conducted 21 hour-long user interviews with user researcher to map out the customer journey, developed customer journey maps and strategic recommendations based on gaps.
Oversaw UX team and usability researcher in developing a new dashboard and reporting interface for pay-per-click advertising platform. Oversaw user research, developed UX strategy, oversaw development of Axure prototypes, integrated test results into UX recommendations and oversaw final wireframe development.
Partial client list
Accenture, AOL, BMW Motorcycles, Bloomberg, Cushman & Wakefield, Delta Airlines, Dartmouth, GE Capital, Hampton Jitney, Hershey’s, J Crew, Johnson & Johnson, JP Morgan Chase, Men’s Health, New York Stock Exchange, Nextel, OmniMD, PacifiCare, Pfizer, Prevacid, Qwest, Resolve, Richardson, Runner’s World, SAP, Saudi Digital Library, Sprint, Starburst, Starwood Hotels, Sudler & Hennesey, Veterans of Foreign Wars (VFW), Warner Brothers.
ZENTROPY PARTNERS, DIRECTOR OF INFORMATION ARCHITECTURE (9/99-9/00)
Established and grew Information Architecture department. Led teams of Information Architects in developing web site strategies, navigation and information design. Oversaw all creative and technical development from a usability and ease-of-use standpoint.
OGILVY INTERACTIVE, INFORMATION ARCHITECT (9/98-7/99)
Responsible for maintaining user perspective on all interactive projects. Developed the information architecture for web-based applications, intranets, extranets and web sites. Clients included IBM, GTE, Ford Motor Company, Jaguar, Perrier Group of America, AIG.
CBS NEW MEDIA, PRODUCER (10/97-9/98)
Managed editorial, design and technical staff in producing CBS.com subsections. Worked with VP Sales and VP Marketing to identify and develop highly marketable on-line subsections of the CBS.com site.
ANDERSEN CONSUTLING/ACCENTURE, INSTRUCTIONAL DESIGNER (12/94-10/97)
Designed digital and paper-based training for clients and internal teams. Determined learning objectives, designed learning environments, designed, wrote and produced training materials.
UX Magazine (ongoing contributor)
Fast Company (expert blogger)
Frequent contributor, The New York Times
Contributor, The Atlantic’s website
Author of two books:
– A More Perfect Union (Atria, 2006)
– The Edge of Normal (Kindle, 2015)
Columbia University, New York, NY
M.F.A., Nonfiction Writing, 2004
Northwestern University, Evanston, IL
B.A. Political Science and American Culture, 1993