For more than 15 years I have led product design and research teams and projects. I headed UX at Alaska Airlines, leading the company through a major ecommerce redesign and an omnichannel rebranding; I led UX for key Amazon.com features such as order history, order emails, online help, 'Contact Us,' chat, and CRM; and I created Boeing's software, web application and mobile design standards. I'm currently leading the UX team at Qualtrics focused on innovating around how businesses can understand and act on customer feedback. I thrive on solving complex business problems through great design and research.
My specialty is UX team leadership. I pride myself on building and leading highly effective, empowered UX teams and setting product vision. I love strategy, vision, and planning as much as I like discussing interaction design and user research.
Lastly, I have an academic background in UX, with a Ph.D. and Master's from the Department of Human-Centered Design & Engineering from the University of Washington, where I serve on the department's advisory board. (I also gave its 2017 graduation address with a Choose-Your-Own-Adventure style speech.)
Thanks for stopping by! Feel free to drop me a line!
Bellevue, Washington, USA
Photo: Maxine Toh