I am a user-centered design researcher with extensive experience
working analytically and intuitively in collaborative settings
to understand, articulate, and innovate user experiences
across a variety of touch-points, channels and industries.
Partners with design and development teams to identify
and execute strategic objectives.  Lays the foundation for
long-term success and profitability.

User-Centered Design Research Consultant – 1996 to Present

In a consulting role, I work with individuals and organizations who require user research
on an ad hoc, or recurring basis.  I also offer day-long usability testing training workshops
and on-going coaching to UX Professionals and Product Managers.

Clients include:
CSC Index, eBay, Department of Defense, Fine Arts Museums of San Francisco, Hallmark,
Innoventry, Notify Me Networks, Samsung, Wells Fargo Bank, VolunteerMatch

Walmart Global eCommerce – 2009 to 2011
Manager, User Research

Worked closely with PMs, UX Team, and Business Owners on the development of Walmart’s U.S.
website and mWeb features in a high-profile and fast-paced environment. Provided guidance
and research consulting to in-country global eCommerce teams, including evangelizing
various research methodologies. Managed and/or conducted exploratory,
competitive, and feature user testing research, both in-person and remotely to inform the development
of features from home-page through checkout. Extensively leveraged RITE methodology to reduce
both time-to-market and costs. Managed and/or conducted competitive comparative and expert reviews.
Sourced, on-boarded and trained user research consultants; mentored junior researchers.

Electronic Arts | Pogo.com – 2007 to 2009
User Experience Research Manager

Managed all aspects of qualitative research and usability testing of games and features for the web’s
stickiest social-networking-based casual gaming site. Championed the player perspective from
concept to post-launch. Developed discussion guides/qualitative surveys, recruited participants and
conducted ethnographic and remote research studies. Translated research findings into actionable
design recommendations. Compared system-reported analytic data against user self-reported
behaviors to identify potential problem areas. Managed external research consultants for strategic
new Kids game site initiative. Led redesign strategy of Pogo’s Beta Testing Program, working with
game designers, producers, engineers, and QA to identify, prioritize and implement improvements.

eBay (toca client) – 2007
Research consultant: Desktop application that facilitates customer service and quality control activities
across global contact centers

Developed workflow task maps based on contextual inquiry with Customer Service Agents (CSAs)
and workshops with SMEs. Conducted quantitative baseline study to measure CSA and system
performance of existing tools. Identified a set of design opportunities for both system and UI based
on observed patterns and task time measurements. Collaborated on design and facilitation of
qualitative prototype study with CSAs to evaluate effectiveness and adoption risks of UI approaches
under consideration by product managers and design team.

Department of Defense (IA Collaborative client) – 2007
Research consultant: DoD website for government personnel and families, general public and media
Conducted contextual inquiries to decompose the types of and methods and tools with which
constituents within a government sector access and exchange information.

Conducted camera study to understand how users shape their environments to support information exchange.
Insights were used to create user profiles, mental models and to identify information needs for each user profile.

Email Jennifer