Experience

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  HP

  • Manager Digital Support Experience and Design

    • Dec 2022 - Present

  • Global UX Web Strategist

    • Jul 2013 - Dec 2022

    Led the UX team that created the current end to end global consumer customer support web experience. This includes:• Working in an Agile environment for implementation• Requirements and needs for the 24 languages and 68 countries HP's site supports• Creation of new information architecture and site structure• Creation of end to end customer journeys to inform requirements and UX designs• Project management of the UX design team (visual designer, UX researcher, front end developer, IT developers)• Managing the UX design schedule and budget• Presentations to upper management and key stakeholders of design concepts for buy in and sign off prior to development• Creation of the first mobile friendly version of HP’s consumer support site using responsive design• Passing off of key user testing needs/requirements of design concepts to UX researchersDaily collaboration with UX designers, managers, content strategists, IT developers, and front end developers throughout the organization.I created our online user testing process and methodology.

  • User Experience Strategist

    • Jan 2010 - Jul 2013

    Led global strategic customer experience research effort to define future web support needs of consumer customers that helped define the web support 3 year roadmapCreated the research methodology, managed the execution, and budget for the research conducted in four countries.Created customer journey maps of future customer needs end to end across the support space including web, social media, on product, retail, and assisted channels.Presented recommendations to HP support senior leadership leading to a new 3 year roadmap heavily influenced by this work that has since been implemented live for customers.

  • Senior Human Factors Engineer

    • Jan 2003 - Oct 2010

    Responsible for usability testing worldwide of HP's support web experienceLed user experience research team in the support organization focused on timely delivery of customer research results to drive customer experience improvements in the support web experience prior to release.Led project management of customer research projects including objectives/requirements gathering, selection of research methodology, set up of recruiting requirements and test scripts, execution of research, report write up, and presentation of results to management/key stakeholders.

  • Human Factors Engineer

    • Feb 1997 - Jan 2003

    Created the first usability test process for the support content organization aimed at providing support content to both support agents and customers accessing this information on the web.Conducted usability testing and focus groups on a global scale for both support agents and external customers.