Experience

FullStory

• United States
• Software Development
• 300 - 400 Employee

• Head Of UX Research

  • Jan 2022 - Present

  • Product strategy: Identified research opportunities to inform roadmaps by tying data from personas & Jobs To Be Done to tactical user-facing product opportunities. • Scale: Enabled cross functional partners' access to end users by onboarding & leveraging vendor tools like UserTesting & Qualtrics. Laid the groundwork for a successful UX Research program at FullStory by creating competency & leveling documentation for UX research department, as well as job descriptions for levels. •… Show more • Product strategy: Identified research opportunities to inform roadmaps by tying data from personas & Jobs To Be Done to tactical user-facing product opportunities. • Scale: Enabled cross functional partners' access to end users by onboarding & leveraging vendor tools like UserTesting & Qualtrics. Laid the groundwork for a successful UX Research program at FullStory by creating competency & leveling documentation for UX research department, as well as job descriptions for levels. • Product strategy: Translated a high-level company strategy into measurable outcomes in user activation & engagement throughout the product, enabling product teams beyond Growth to drive the company strategy. • Team dynamics: Coached teams to improve collaboration practices & roadmap buy-in with engineering, analytics, design, PM, CX, marketing, etc. • Visibility: Made research visible across the org to build empathy & share insights. • Growth consultant: Consulted on a newly-forming Growth team on experimentation best practices. Show less • Product strategy: Identified research opportunities to inform roadmaps by tying data from personas & Jobs To Be Done to tactical user-facing product opportunities. • Scale: Enabled cross functional partners' access to end users by onboarding & leveraging vendor tools like UserTesting & Qualtrics. Laid the groundwork for a successful UX Research program at FullStory by creating competency & leveling documentation for UX research department, as well as job descriptions for levels. •… Show more • Product strategy: Identified research opportunities to inform roadmaps by tying data from personas & Jobs To Be Done to tactical user-facing product opportunities. • Scale: Enabled cross functional partners' access to end users by onboarding & leveraging vendor tools like UserTesting & Qualtrics. Laid the groundwork for a successful UX Research program at FullStory by creating competency & leveling documentation for UX research department, as well as job descriptions for levels. • Product strategy: Translated a high-level company strategy into measurable outcomes in user activation & engagement throughout the product, enabling product teams beyond Growth to drive the company strategy. • Team dynamics: Coached teams to improve collaboration practices & roadmap buy-in with engineering, analytics, design, PM, CX, marketing, etc. • Visibility: Made research visible across the org to build empathy & share insights. • Growth consultant: Consulted on a newly-forming Growth team on experimentation best practices. Show less



Intuit Mailchimp

• United States
• Software Development
• 700 & Above Employee

• Senior Manager of Experience Research

  • Oct 2021 - Jan 2022

  • Analytics & strategy: We wanted to create a single roll-up report, monthly, on usage & behavior in app and how that translated to overall business health, as measured by our strategic goals. I led multi-day workshops with every product team to explain the highest-level company health metrics, then work backward to identify the metrics that each product team could move to contribute to the company strategy. We then rolled those metrics up into a Monthly Business Review that we presented to the… Show more • Analytics & strategy: We wanted to create a single roll-up report, monthly, on usage & behavior in app and how that translated to overall business health, as measured by our strategic goals. I led multi-day workshops with every product team to explain the highest-level company health metrics, then work backward to identify the metrics that each product team could move to contribute to the company strategy. We then rolled those metrics up into a Monthly Business Review that we presented to the C-Suite every month. • Take action on opportunities: “I think this might be a big problem - who do I tell?” Most companies struggle with cataloging and sizing opportunities, especially the ones that might fall between the cracks. I developed a process to receive, evaluate, and assign those problems to product teams. • Lead: Managed remote team of 9 researchers - including full-timers, contractors, interns, & apprentices - through Mailchimp’s acquisition by Intuit. • Stood up a UX Research apprenticeship program for internal applicants at Mailchimp. Defined the 15-week curriculum. Defined hiring criteria, wrote job descriptions, advocated for headcount, etc. The explicit goal of the apprenticeship program was to enable our colleagues from nontraditional backgrounds to get their start in UX, without requiring expensive bootcamps or advanced degrees.

• Manager of UX Research

  • Oct 2019 - Sep 2021

  • Managed researchers on product teams (Growth Activation, Growth Retention, Growth Conversion, New Product R&D, etc) • Socialized "innovation labs," a method I created to give researchers & analysts a template for moving their insights into feature ideation with the entire cross functional team & getting insights-backed solutions onto product roadmaps. • Process iteration. Led a project to start a shared intake & prioritization process with the org's distributed insights groups… Show more • Managed researchers on product teams (Growth Activation, Growth Retention, Growth Conversion, New Product R&D, etc) • Socialized "innovation labs," a method I created to give researchers & analysts a template for moving their insights into feature ideation with the entire cross functional team & getting insights-backed solutions onto product roadmaps. • Process iteration. Led a project to start a shared intake & prioritization process with the org's distributed insights groups (analytics, marketing insights, support, & design), where the disciplines received the same requests from product teams, collaborated on how to resource the insights projects, & generated shared research plans. • Led Mailchimp's team of embedded UX researchers. Facilitated the partnership between insights & product teams, with a particular focus on working cross functionally to get user needs onto product roadmaps. • Started a contractor program for Mailchimp's UXR team, including identifying 1099 independent contractors & establishing relationships with resourcing agencies with W2 resources. Worked with legal, security, & finance to onboard contractors. Defined their projects, managed them day to day, & managed their relationships with key collaborators.

• Growth Insights Lead

  • Sep 2018 - Sep 2019

  • Product strategy: Served as interim product manager on multiple Growth teams (activation, paid conversions). Facilitated experiment planning meetings, sprint planning, retros, etc. Oversaw more than 20+ experiments in an interim PM role, 80+ in other roles. • Experimentation training: Developed & facilitated training for 30+ product teams, including teaching p-hacking, sample size and run time calculations, hypothesis trees, identifying North Star metrics & their drivers, experiment… Show more • Product strategy: Served as interim product manager on multiple Growth teams (activation, paid conversions). Facilitated experiment planning meetings, sprint planning, retros, etc. Oversaw more than 20+ experiments in an interim PM role, 80+ in other roles. • Experimentation training: Developed & facilitated training for 30+ product teams, including teaching p-hacking, sample size and run time calculations, hypothesis trees, identifying North Star metrics & their drivers, experiment ideation formats, etc. • Change management: Pioneered a process in which insights informed A/B testing when the org was introducing experimentation as a product development process. • Coach: Coordinate work alongside team of 7 UX researchers + product analysts and give feedback on deliverables • Strategic guide: Assist team in identifying, socializing and scoping high-impact projects • Q’s become plans: Break important product strategy questions into work efforts to populate the team's Insights Roadmap • Culture change: Build up data-informed, customer-centered behaviors + tools. Create remote-friendly processes and templates for scalable reuse and adaptation on distributed teams. • VoC: Stood up a proof-of-concept VoC program at Mailchimp by launching an in-context survey that asked users throughout the experience if Mailchimp met their expectations, why and why not, and tied their responses to URLs. This let us create a map of pain points within Mailchimp & identify priorities for product teams. Later, this proof of concept was leveraged to stand up a full VoC team at Mailchimp.

• Senior UX Researcher

  • Oct 2017 - Sep 2018

  • Hacking Growth through Insights Leadership -- As an Insights Leader on the Growth cross-functional team, I pioneered a process in which qualitative insights enriched and informed data out of A/B testing and experimentation when the org was introducing experimentation as a product development process. • Experimentation Resource Group -- Key member of this group meant to propagate the success of A/B testing and experimentation within the org. Collaborated on structuring, designing, and… Show more • Hacking Growth through Insights Leadership -- As an Insights Leader on the Growth cross-functional team, I pioneered a process in which qualitative insights enriched and informed data out of A/B testing and experimentation when the org was introducing experimentation as a product development process. • Experimentation Resource Group -- Key member of this group meant to propagate the success of A/B testing and experimentation within the org. Collaborated on structuring, designing, and presenting a two-part knowledge sharing series to every product team internally. Used a qualitative research background to advocate for the marriage of quant+qual insights within the org, when the perception of experimentation is often heavily quant-driven. • R&D for a Mailchimp CRM -- What is the future of Mailchimp as a CRM? Tackled this question through extensive concept testing, competitive analysis, and regular team alignment/collaboration/ideation exercises to tease out individuals' assumptions about how it should work, and the gap we needed to traverse to get there.



IQ Agency

• United States
• Advertising Services
• 1 - 100 Employee

• UX Researcher & Strategist

  • Oct 2015 - Oct 2017

  • Led and independently managed Insights & Strategy research efforts, including A/B testing, user interviews, surveys, Google Analytics reporting & training, content audits, product offerings & competitive audits, etc to guide product and feature development • Established a strong client-facing role, advising on and presenting UX/strategy projects to national brands • Developed wireframes at varying fidelity, including whiteboarding, low and medium fidelity, GIF animations, annotated… Show more • Led and independently managed Insights & Strategy research efforts, including A/B testing, user interviews, surveys, Google Analytics reporting & training, content audits, product offerings & competitive audits, etc to guide product and feature development • Established a strong client-facing role, advising on and presenting UX/strategy projects to national brands • Developed wireframes at varying fidelity, including whiteboarding, low and medium fidelity, GIF animations, annotated wires, and interactive prototypes • Applied research findings to marketing efforts by creating clients’ multichannel campaign strategy (email, blog posts, landing pages, website), from copy writing to designing prototypes • Worked in an agile environment alongside Design, Copy, Development, Strategy, and Account teams Show less • Led and independently managed Insights & Strategy research efforts, including A/B testing, user interviews, surveys, Google Analytics reporting & training, content audits, product offerings & competitive audits, etc to guide product and feature development • Established a strong client-facing role, advising on and presenting UX/strategy projects to national brands • Developed wireframes at varying fidelity, including whiteboarding, low and medium fidelity, GIF animations, annotated… Show more • Led and independently managed Insights & Strategy research efforts, including A/B testing, user interviews, surveys, Google Analytics reporting & training, content audits, product offerings & competitive audits, etc to guide product and feature development • Established a strong client-facing role, advising on and presenting UX/strategy projects to national brands • Developed wireframes at varying fidelity, including whiteboarding, low and medium fidelity, GIF animations, annotated wires, and interactive prototypes • Applied research findings to marketing efforts by creating clients’ multichannel campaign strategy (email, blog posts, landing pages, website), from copy writing to designing prototypes • Worked in an agile environment alongside Design, Copy, Development, Strategy, and Account teams Show less



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• User Experience Researcher

  • May 2015 - Aug 2015

  • Served as lead researcher for research project through all stages, including initial heuristic evaluation, writing research protocol, and conducting in-person user testing • Honed presentation skills by presenting findings/recommendations within research team, design team, and to VP-level executives • Aided colleagues'​ research by pilot testing usability & customer-collaboration testing • Served as notetaker in mobile and desktop usability tests, focus groups and customer… Show more • Served as lead researcher for research project through all stages, including initial heuristic evaluation, writing research protocol, and conducting in-person user testing • Honed presentation skills by presenting findings/recommendations within research team, design team, and to VP-level executives • Aided colleagues'​ research by pilot testing usability & customer-collaboration testing • Served as notetaker in mobile and desktop usability tests, focus groups and customer collaboration sessions • Advised undergraduate development interns on UX best practices for their projects • Presented UI and UX best practices to management • Developed an understanding of UX's position in a larger corporate infrastructure, working closely with UX designers, content strategists, marketing, legal and business Show less • Served as lead researcher for research project through all stages, including initial heuristic evaluation, writing research protocol, and conducting in-person user testing • Honed presentation skills by presenting findings/recommendations within research team, design team, and to VP-level executives • Aided colleagues'​ research by pilot testing usability & customer-collaboration testing • Served as notetaker in mobile and desktop usability tests, focus groups and customer… Show more • Served as lead researcher for research project through all stages, including initial heuristic evaluation, writing research protocol, and conducting in-person user testing • Honed presentation skills by presenting findings/recommendations within research team, design team, and to VP-level executives • Aided colleagues'​ research by pilot testing usability & customer-collaboration testing • Served as notetaker in mobile and desktop usability tests, focus groups and customer collaboration sessions • Advised undergraduate development interns on UX best practices for their projects • Presented UI and UX best practices to management • Developed an understanding of UX's position in a larger corporate infrastructure, working closely with UX designers, content strategists, marketing, legal and business Show less



The Coca-Cola Company

• United States
• Food and Beverage Services
• 700 & Above Employee

• UX Designer & Researcher / Content Strategist

  • Mar 2015 - May 2015

  • Wireframed using Adobe InDesign, Illustrator and Axure • Updated Coke's corporate Digital Experience Guidelines, adding a focus on accessibility • Owned the completion of the UX team’s portfolio site, focusing on UX design and content strategy • Designed user testing protocols • Created competitive analyses as starting point for new projects • Conducted guerilla user testing for design elements and information architecture • Wireframed using Adobe InDesign, Illustrator and Axure • Updated Coke's corporate Digital Experience Guidelines, adding a focus on accessibility • Owned the completion of the UX team’s portfolio site, focusing on UX design and content strategy • Designed user testing protocols • Created competitive analyses as starting point for new projects • Conducted guerilla user testing for design elements and information architecture



University System Of Georgia

• United States
• Architecture and Planning
• 1 - 100 Employee

• Digital Media Market Researcher

  • Mar 2013 - May 2015

  • Analyzed market competitors’ websites for useful features and information structure; presented findings to higher level university management • Designed documentation to illustrate professors’ options for the overall structure of their online courses (guidelines from the university), helping professors to understand and select the appropriate option for their teaching style • Offered tech support for course and registration management systems • Aided in national cross-university… Show more • Analyzed market competitors’ websites for useful features and information structure; presented findings to higher level university management • Designed documentation to illustrate professors’ options for the overall structure of their online courses (guidelines from the university), helping professors to understand and select the appropriate option for their teaching style • Offered tech support for course and registration management systems • Aided in national cross-university initiative to explore & visualize 10 years of recorded broadcast news • Collected and cataloged contemporary uses of data visualization • Explored literature involving big data, digital journalism, storytelling, and visualization • Edited documents for content and copy, including journal submissions and national conference presentations Show less • Analyzed market competitors’ websites for useful features and information structure; presented findings to higher level university management • Designed documentation to illustrate professors’ options for the overall structure of their online courses (guidelines from the university), helping professors to understand and select the appropriate option for their teaching style • Offered tech support for course and registration management systems • Aided in national cross-university… Show more • Analyzed market competitors’ websites for useful features and information structure; presented findings to higher level university management • Designed documentation to illustrate professors’ options for the overall structure of their online courses (guidelines from the university), helping professors to understand and select the appropriate option for their teaching style • Offered tech support for course and registration management systems • Aided in national cross-university initiative to explore & visualize 10 years of recorded broadcast news • Collected and cataloged contemporary uses of data visualization • Explored literature involving big data, digital journalism, storytelling, and visualization • Edited documents for content and copy, including journal submissions and national conference presentations Show less



The Covington News - We Bring the News to Life!

• United States
• Newspaper Publishing
• 1 - 100 Employee

• Designer (print/digital) & Copy Editor

  • Jan 2014 - Aug 2014

  • Designed fresh methods of storytelling through design, photo, web, and copy while also working within established style guides (platforms included newspapers, magazines, websites, interactive PDF digital newspapers) • Managed transition of stories from print edition to web-ready content; edited photos for web quality and styled stories for site using HTML • Edited all editorial content for style and consistency • Designed fresh methods of storytelling through design, photo, web, and copy while also working within established style guides (platforms included newspapers, magazines, websites, interactive PDF digital newspapers) • Managed transition of stories from print edition to web-ready content; edited photos for web quality and styled stories for site using HTML • Edited all editorial content for style and consistency



The George-Anne Media Group

• Magazines Editor

  • Aug 2013 - May 2014

  • Managed content for and production of five publications, as well as staff of 10 • Redirected focus of staff and department toward visual communication by emphasizing multimedia for storytelling • Launched first-time magazine, planning all details of production from budget to deadlines • Coordinated creative, business, and editorial efforts by functioning as liaison between departments

• Production Manager

  • May 2013 - Aug 2013

  • Managed the web, photo, video and design divisions of Student Media • Trained new staff of graphic designers toward advanced InDesign usage • Analyzed competitor news source’s websites and completed a features analysis • Wireframed new versions of the then-current site as well as complete redesigns

• Editor In Chief

  • May 2011 - May 2013

  • Managed staff of 60 in producing twice-weekly newspaper • Redirected staff’s focus toward visual storytelling by emphasizing design & photojournalism, better serving a college-aged readership • Developed & streamlined workflows at every step to support excellent content & a fulfilling workplace, including management activities (hiring & training processes, meeting structures, & performance evaluations) and content development (story ideation, editing, & page design) • Oversaw many… Show more • Managed staff of 60 in producing twice-weekly newspaper • Redirected staff’s focus toward visual storytelling by emphasizing design & photojournalism, better serving a college-aged readership • Developed & streamlined workflows at every step to support excellent content & a fulfilling workplace, including management activities (hiring & training processes, meeting structures, & performance evaluations) and content development (story ideation, editing, & page design) • Oversaw many quantitative examples of improvement, including: increase in staff from 12 to 60 in my two-year tenure, 15% increase in readership, and 40% more state & national media awards • Was instrumental in launch of new website, which placed 3rd for Best Website in the state at 2013 GCPA Conference • Implemented twice-yearly performance review system for staff • Liaised with other department heads, especially the Business Manager (advertising and marketing head) and Production Manager (photo, design, video, web head), frequently to improve integration of each into a fluid product both for advertisers and for audience

• Chief of Copy Editing

  • Jan 2011 - May 2011

  • Improved correct usage of AP style writing throughout newspaper, magazine and advertisement divisions • Managed and taught copy editing staff, a 20-person class • Approved design, ads and stories for print

• Copy Editor & Designer

  • Oct 2010 - Jan 2011

  • Designed news section and opinions section in The George-Anne, contributing to The George-Anne's receipt of a state-wide award for newspaper layout and design



The Associated Press

• United States
• Media Production
• 700 & Above Employee

• Elections Reporter

  • Aug 2013 - Feb 2014



East Georgia Regional Medical Center

• Statesboro, GA

• Information Architect & Designer

  • Jan 2013 - May 2013

  • Led hospital's website update initiative; gathered multimedia content from each department and updated website using HTML • Created training & orientation documentation for Hospital Administration students a. as research, interviewed dozens of hospital administrators and staff at length b. created learning activities for Master’s students’ training documents • Organized information into easy-to-understand documents that included presentations, training handouts and company-wide… Show more • Led hospital's website update initiative; gathered multimedia content from each department and updated website using HTML • Created training & orientation documentation for Hospital Administration students a. as research, interviewed dozens of hospital administrators and staff at length b. created learning activities for Master’s students’ training documents • Organized information into easy-to-understand documents that included presentations, training handouts and company-wide communications • Edited content for and designed hospital's advertisements for local newspaper Show less • Led hospital's website update initiative; gathered multimedia content from each department and updated website using HTML • Created training & orientation documentation for Hospital Administration students a. as research, interviewed dozens of hospital administrators and staff at length b. created learning activities for Master’s students’ training documents • Organized information into easy-to-understand documents that included presentations, training handouts and company-wide… Show more • Led hospital's website update initiative; gathered multimedia content from each department and updated website using HTML • Created training & orientation documentation for Hospital Administration students a. as research, interviewed dozens of hospital administrators and staff at length b. created learning activities for Master’s students’ training documents • Organized information into easy-to-understand documents that included presentations, training handouts and company-wide communications • Edited content for and designed hospital's advertisements for local newspaper Show less



Contract

• Statesboro, Ga.

• Manuscript Editor

  • Aug 2011 - Nov 2011

  • Reviewed textbooks for clarity, consistency and syntax • Provided quality results within the constraints of a challenging three-month deadline • Reviewed textbooks for clarity, consistency and syntax • Provided quality results within the constraints of a challenging three-month deadline