Resume

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Experience

Senior UX Researcher | Dec. 2023 – Present

Discount Tire | Arizona 

Managed multiple research streams simultaneously, including exploratory studies that guided conceptual design tracks and quick-turn design validation. Guided team members, product analysts, and UX designers in study planning and analysis. Experienced in multiple methods including: diary studies, moderated and unmoderated usability testing, click testing, card sorting, tree testing, competitive analysis, and empathy mapping.

• Introduced diary studies to gain insights about users’ in-store experiences across a wider geographical region than previously captured. The resulting insights provided opportunities to improve the entire customer experience from digital to in-store. 
• Innovated parallel usability testing of AB web experiences to provide a deeper look at the success/failure rates of AB testing in collaboration with the web analytics team. 
• Emphasized diversity and inclusion in research practices to help designers and leadership consider how to make experiences more accessible by teasing out when friction points were the result of a disability, such as color blindness. 
• Developed training materials and wrote best practices to support junior team members in developing research skills.

Senior UX Designer | Nov. 2015 – Nov. 2023

Salt River Project | Arizona 

Primarily responsible for managing and improving the overall usability of informational content and web forms on the customer website, including ongoing work to maintain an AA WCAG 2.0 Accessibility rating and compliance with copyright. Guided content modeling sessions with stakeholders from across the organization. Provided development team technical specifications, which included requirements, annotated wireframes, and service blueprints.

• Saw a 9% increase in customer satisfaction four months after website re-architecture. The most significant growth has been seen in these scores since they began tracking in 2009.
• Enhanced the program application process, leading to a 20% increase in successful submittals and an impressive 74% customer satisfaction rate with the ease of the application process. 
• Applied UX design principles to re-architect the “Pay your bill” page post-redesign, effectively reducing customer calls and emails going to the wrong department.
• Developed a new information architecture and page-level templates using analytics and user research for the employee intranet.
• Developed a new procedure to ensure captioning compliance for all publicly accessible videos, involving collaboration with content creators, marketing teams, and legal departments.
• Provided WCAG 2.0 compliance updates and reports to leadership, utilizing SiteImprove, a content intelligence platform with an emphasis on accessibility. 
• Co-led the creation of internal policies for digital accessibility compliance. This involved outlining necessary training based on job positions to ensure awareness of ADA compliance.

Digital Content Manager | June 2010 – Nov. 2015

Desert Botanical Garden | Arizona

Responsible for managing e-commerce website, social media properties, and e-mail marketing. Website management included: content, functionality upgrades, and search engine optimization.

• Oversaw the launch of three e-commerce sites. Projects include the development of new information architecture and form design.
• Created reports utilizing web and social media analytics to guide strategy and secure grant funding.

Online Media Manager | May 2009 – June 2010

Barclay Communications | Arizona

Researched, developed, and executed integrated public relations campaigns for multiple clients focusing on digital platforms. Project managed the redesign of the company website. Created tutorials to educate staff about social/online media and how to incorporate it into campaigns.

Program Development Specialist | Oct. 2005 – Jan. 2008

Southwest Human Development | Arizona

Ensured data needed for federal reporting was collected and entered correctly by streamlining processes and creating new reports. This included working with staff to understand and resolve pain points with the process.

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Education

Professional Program in UX Design | July 2019- Nov. 2021

GPA 4.0 | U.C. Berkeley Extension

Earned certification by completing seven courses equaling 222 hours of instruction. Areas of study included: user research, information architecture, visual design principles, diagramming and prototyping, content strategy, user interface design, and web design with HTML 5 and CSS3.

Master of Mass Communication | Jan. 2008 – May 2009

Arizona State University | Arizona

Received an Honorable Mention for Collegiate STD Awareness Month Campaign Contest sponsored by the Centers for Disease Control and Preventions.

BS Environmental Science | 2004

Northern Arizona University, Flagstaff, Arizona

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