Experience
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.
Walmart Global eCommerce – 2009 to Present
Consumer Insights Research Manager
Work 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. Provide guidance and
research consulting to in-country global eCommerce teams. Manage and/or conduct exploratory,
competitive, and feature user testing research, both in-person and remotely to inform the development
of features from home-page through checkout. Extensively leverage RITE methodology to
reduce both time-to-market and costs. Manage and/or conduct competitive comparative and expert
reviews.
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) – 1996 to 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) – 1990-1992
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.
