CrowdStrike | User Experience
User Experience Research Lead November 2017 – Present
Building and promoting a new User Experience Research practice within an engineering-led organization.
Providing UX research leadership, standard-bearing, and support for our User Experience and Major Initiative teams to understand the workflows and needs of the individuals charged with keeping their environments safe
Advocating for solving user needs through evidence-based and iteration
Facilitating cross-functional collaboration to define research needs; plan and conduct research using remote and in-person research methodologies; synthesizing and presenting findings to key stakeholders; partnering with product and customer support teams to identify and share experience insights
REI | Customer Experience Research & Design
Senior Customer Experience Researcher, August 2015 – November 2017
Provided customer-centered design insights and strategy as part of a nimble team charged with understanding and informing the holistic member and staff journey across REI’s digital and physical retail experiences.
Shared and distributed understanding of the end-to-end, omni-channel customer journey of getting outdoors using digital tools as well as the role of the co-op within their flow.
Scoped, planned, recruited, executed and visually communicated omni-channel generative research to inform digital and retail strategy.
Developed and refined storytelling techniques to communicate end-to-end customer journeys to leadership and delivery teams.
Connected insights to action through cross-disciplinary service design coaching and research mentorship
Nordstrom | User Experience
Senior Design Researcher, January – August, 2015
Led and conducted discovery-based, qualitative research in order to inform the design of complex, omni-channel experiences.
Nordstrom | Innovation Lab
Senior Design Researcher, Designer, 2012 – 2014
Worked in a multi-disciplinary team of cross-functional team of designers and technologists tasked with delivering innovative, human-centered solutions through collaboration, research, and prototyping
Planned, led and conducted a multi-city, ethnographic research study in order to understand latent needs of cross-generational dyads
Led synthesis and ideation sessions designed to develop experimental solutions to surprise and delight customers
Collaborated in multi-disciplinary team to discover the desirability, viability, and feasibility of risky potential retail solutions
Developed marketing strategies for experimental services
Live Well Collaborative
Design Research Associate, Teaching Assistant, 2009 – 2012
Worked within a multi-disciplinary team of students, professors and corporate stakeholders to research and design product and service solutions for the aging population.
Helped to guide 6 multi-disciplinary sponsored teams of design and business through a design led innovation process. Resulted in one patent
Facilitated design strategy workshops to empower stakeholders to identify areas of opportunities within large corporations and under-served community organizations
Developed and executed visual communication strategy consisting of printed materials, process books, board game design, and website redesign
Mayo Clinic | Center for Innovation
Service Designer, User Experience Contractor, 2011
Utilized design research methodologies to develop a catalog of solutions to improve the palliative care experience with the collaboration of physicians and patients
Designed user experience and interface for Toolkit 2.0 – an internal knowledge sharing web application
University of Cincinnati
Master's of Science in Business Administration (Marketing), 2010 - 2011
Second Place: Rotman Design Challenge
University of Cincinnati
Bachelor's of Science in Digital Design, 2005 – 2010
Darwin Turner Scholarship
Richard & Jean Coyne Family Foundation Scholarship
College of Design, Architecture, Art and Planning Best Soundtrack Award
Planning, conducting and sharing ethnographic research using multiple service design methodologies such as:
Concept Value Tests
Coaching multidisciplinary teams through the research process through toolkit development
Coaching and teaching teams to develop user centered designs through service design methodologies.
Synthesizing research through diagramming, personae creation and workshop facilitation
Visual Communication Design
Print + Interaction Design
Photoshop, Illustrator, Dreamweaver, Flash, InDesign