UX Research Manager | Google | 2018-Present
Lead UX research team focused on Cloud Platform growth & engagement.
UX Design & Research Manager | Qualtrics | 2016-2018
Responsible for the UX of Qualtrics’ Customer Experience product line, Qualtrics' mobile apps, and Qualtrics’ data visualization dashboarding tools.
Led Qualtrics’ team of UX researchers & responsible for the UXR program; designed and oversaw Qualtrics' UX monitoring system.
Responsible for personnel management, talent acquisition, and resource planning.
Advisory Board | Human-Centered Design, U of Washington | 2016-present
Serve on the Advisory Board in a three year appointment while working full time.
Graduation speaker for U of Washington Dept. of Human-Centered Design class of 2017.
UX Design & Research Manager | Alaska Airlines | 2014-2016
Responsible for the UX of Alaska's $2.5B+ e-commerce site alaskaair.com; oversaw a comprehensive site redesign; interim manager for Alaska's self-service team, in charge of iOS and Android apps, and airport kiosks.
Built and managed Alaska Airline's team of 12 UX and VX designers/researchers.
Responsible for the visual design of major sale creative; launched a coordinated, cross-channel rebranding of Alaska's digital experiences.
Proposed, monitored, and responded to A/B test results; oversaw site usability testing (more than 500 customers in 1 year).
UX Design & Research Manager | Amazon.com | 2014
Responsible for the UX of Amazon's post-order experience, including "Your Orders," "Your Account," "Help," "Contact Us,” across all devices and in all countries; also responsible for the design of Amazon's internal CRM tool.
Manage an international team of 12 UX designers and researchers (9 direct, 3 indirect).
Expanded UX research program to Asia and Europe.
Mentor to 1 UX manager, 1 UX researcher and 1 research intern.
Sr. UX Researcher | Amazon.com | 2013-2014
Conducted UX research to understand customer needs and improve customer experience with key features of Amazon.com and internal CRM tools.
Spearheaded the use of RITE and guerrilla research methods & co-created the Customer Service user research program.
Mentor to 1 UX designer and 1 UX intern.
UX Associate Technical Fellow | The Boeing Company | 2011-2013
Set enterprise software design direction and led user experience teams as an Associate Technical Fellow, a designation awarded to the top 2% of Boeing employees
Provided UX leadership on various design projects: Led a 3 person team in creating a vision for Boeing's airplane manufacturing software; Led 4 user researchers in a mixed-methods usability evaluation of software used to design aircraft; led a 10 person team in the creation of Boeing’s mobile and desktop software style guides.
Mentored 3 user experience professionals and a Carnegie Mellon Human-Computer Interaction graduate student capstone team
Received Boeing's top annual performance rating ("exemplary") for 2 years. Fewer than 10% of employees receive this rating
Awarded 1 US patent, 4 Boeing Achievement awards, 4 Boeing Accomplishment awards, and 3 Boeing Appreciation awards for outstanding performance
Instructor: Human-Centered Design and Engineering | U. of Washington | 2013
Led 50 undergraduates through user experience theory, research, and design projects while working full-time at Boeing.
Sr. UX Designer/Researcher | The Boeing Company | 2007-2010
Led a 25 person team in a user-centered redesign of Boeing’s employee and supplier portals, using contextual inquiry, interviewing, A/B usability testing, low- and high-fidelity prototyping
Led 7 researchers in a contextual inquiry of the 787 production line to identify opportunities for increased production
Led an 8 person team in the creation of Boeing's Web Applications and Portals style guide; the guide had more than 5,000 downloads in the first 8 months of its existence (award)
Mentored 6 professionals and graduate students in user-centered design, research techniques, and leadership
Led a 6 person team in the design of a web delivery system for Boeing’s employee services, using stakeholder interviews, user research, personas, and prototyping
Co-developed a enterprise authentication tool; Developed the user interface for MyTelecom (featured in Boeing Frontiers).
Mentored 3 Boeing employees in user-centered design
Awarded 7 Boeing Achievement awards, 7 Boeing Accomplishment awards, 5 Boeing Appreciation awards for performance; awarded 1 cash award for leadership on a 25 person, year-long design project
Human Factors Specialist | The Boeing Company | 2005-2007
Conducted user research, usability testing, and prototyping to improve Boeing’s hiring system
Researched and designed Boeing’s pay and benefits statement (featured in Boeing Frontiers)
Developed UI specifications for internet, intranet and handheld applications and oversaw and conducted qualitative and quantitative user research
Awarded 1 Boeing Achievement award, and 3 Boeing Accomplishment awards for outstanding performance
Web Specialist / Technical Communicator | FMC Technologies | 1998-2005
Helped design & implement a web content management system.
Helped envision, research, design, launch, and manage an international aftermarket e-commerce site (read a 2002 article about the site). Site localized for the USA, Germany, Sweden, Spain, Brazil, Japan, Canada, and the UK.
Oversaw a comprehensive redesign of the corporation's Web presence (www.jbtfoodtech.com; site design--and corporate name--has changed since my departure).
Conducted usability studies on company intranet sites, internet sites, and software applications
Generated low- & high-fidelity prototypes of websites, web services, applications and control panels
Letter of Recommendation for my work at FMC Technologies
Ph.D. | Human-Centered Design & Engineering | U. of Washington
Designed and evaluated an environmental impact labeling system for consumer goods (advisor: Dr. David Farkas)
Received departmental award for academic excellence
GPA: 3.9/4.0 while working full time at Boeing
Master's | Human-Centered Design & Engineering | U. of Washington
GPA: 3.8/4.0 while working full time at FMC Technologies
Bachelor's | Education | Arizona State University
Dean’s list 1995-97
Amazon Customer Service "Roots" leadership training (2013)
Cooper Visual Interface Design workshop (2008)
Cooper Interaction Design workshop (2010)
Boeing Leadership Forum, a nomination-based training program for prospective managers and executives
professional memberships & service.
Graduation speaker, U of Washington Human-Centered Design & Engineering. 2017.
Mentor, speaker for Hexagon/Women in UX (XX + UX). 2017-present.
Boeing focal for Georgia Tech to recruit top talent from that school. 2012-13
Mentor for Carnegie Mellon Human-Computer Interaction graduate student capstone. 2013
Reviewer for Technical Communication
Reviewer for Usability Professionals Association (UPA). 2011.