PayPal (contracting through Aquent), Austin, TX, July 2015 - present (5 months)
Write content for PayPal’s Resolution Center to increase user comprehension and task completion. Integrate usability findings into micro-copy revisions. Be the voice of content strategy in all redesign work. Reduced calls to customer support by 10%.
User Experience Researcher
IBM Design, Austin, TX, January 2014 - June 2015 (1 year 6 months)
Validated market strategy and made critical recommendations for hybrid cloud infrastructure product. Crafted narrative to unify dispersed team. Conducted user research at trade shows, remote focus groups and data center shadowing. Designed journey maps, as is and to be scenarios, user profiles and infographics to crystallize findings. Worked closely with UX and visual team to ensure user insights are integrated into designs. Taught and facilitated design thinking workshops to hundreds of participants. Mentored product teams on user research. Promoted within first eleven months.
Teaching Assistant, Research Methods
CMU, Research Methods, Spring 2013 (Spring semester)
Design curriculim for new TA position in Research Methods taught in conjunction with Studio II. Demonstrate the practical and logistical implication of reserach methods in the context of design research projects.
Service Design Intern
Inflection, Redwood City CA , Summer 2012 (3 months)
Designed two customer journey maps to articulate the web user’s experience to internal audience. Conducted in-depth interviews, online survey, statistical analysis, fly on the wall observations and screenshares. Synthesized research findings in spectra analysis and identified four specific user profiles. Made extensive recommendations for putting findings into practice.
Digital Content Strategist
Ernst & Young, Cleveland , OH January 2007 - September 2011 (4 years 9 months)
Promoted from Senior Associate to Supervising Associate October 2009. Designed digital content for ey.com that is clickable, digestable and interactive. Optimized publications for readability, the mobile experience and search engine optimization as shown in these examples from Tax and Advisory. Developed curriculum and delivered slide presentation on copywriting techniques for entire global editoral team.
Behavior Design Researcher
BJ Fogg’s Persuasive Design Lab, Stanford University Summer 2015 - present
Researcher looking at ways to leverage social to make lasting behavior change. Participate in weekly lab meetings, analyze prototypes and develop design assets.
Masters Thesis: Touching on Touchy Subjects
CMU, Fall 2012 - Spring 2013
Discovered design and communication strategies that successfully engage and educate audiences on stigmatized topics. User tested prototypes for engagement, learning and retention. Most successful prototypes developed for public consumption including self-published guide book and an Instructables.com post with neary 40,000 views.
Design research project: Papercake
Course work: Studio II at Carnegie Mellon University, Spring 2012
Won the opportunity to present concept at Microsoft Design Expo July 2012.
Designed solution that helps motivate and educate people about engaging with their life’s important documents. Referred to as “The Humanizer” on the team due to my focus on motivating the unmotived user. Synthesized research from interviews, field research, collaging and activity book.
Informational Guide: Your first winter, a guide to winter outerwear
Course work: Narrative and Argument at CMU, Fall 2011
Published informational guide for winter novices in HerCampus.com.
Undergraduate thesis in History: Case Western Reserve University, May 2004
Published "Look on the Bright Side: Optimism and the Cuyahoga River Fires", in Balanced Living Magazine, July-Aug 2005.
Graduate Small project Help Research Funding Recipient for thesis research
Winner, Microsoft Design Expo, July 2012
Selected Work for AIGA’s PGH365, March 2012. Poster, “Boys I’ve kissed”
Award winning photography, August 2011
Student Leadership Award for green architecture campaign at CWRU
Strategy & Ideation
Storytelling for the Use Experiene
Physical Model Building
Photography & Photo Editing
HTML, CSS (beginner)
Adobe CS: Dreamweaver, InDesign, Illustrator, Photoshop, Premier, Audition, After Effects