I Solve Complex Business Problems — I bring out the best in teams to create meaningful and transformative customer experiences through a marriage of data and design, customer insight and content, functionality and fit.
Creative Leadership — I lead multidisciplinary teams to deliver experiences that make a difference. I develop multichannel digital strategies, programs, products, and services, with a passion for uncovering audience and business insights at the heart of a persuasive experience. I work proactively across disciplines with a proven ability to lead teams to deliver results.
Strategy — Exceptional conceptual, analytical, and creative abilities. Lead discovery. Generate differentiating insights that engage customers and build business. Develop content, technical, and user experience approaches in service of business goals, processes, marketing objectives, and audiences. Integrate strategies into communications and operations.
Client Engagement — Collaborate and assist business development in responding to and pitching opportunities. Adept at identifying new opportunities and advising clients on taking action.
Content, Copy, and IA — Conceptualize, manage, and document content needs including taxonomies and metadata structures. Practical knowledge of ecommerce platforms, content management systems, and search.
Interaction Design — Determine user needs, translate them into task models and functional requirements. Develop interaction concepts to support the customer experience following user centered design processes. Design advanced functionality for transactions, searching, profiling, web applications, and collaborative filtering. Additional experience with multiple fulfillment channels, inventory, off-shore development, publishing, and CRM platforms.
Design Research — Plan, coordinate, and execute ethnographic research, create personas and experience models, synthesize findings, and translate into design implications.
Testing — Develop and execute test plans for concepts and interactive prototypes; make recommendations based on findings.
Principal, Experience Strategy
July 2016 to Present
Part of a team to build and operationalize new strategic advisory capability.
Digital Transformation Director
May 2015 to July 2016
Led customer-centered strategy and transformation engagements.
Verizon Wireless, NJ
April 2013 to February 2015
Built a full service internal experience design capability and led the transformation of the customer experience platform, visual design language, and brand voice.
Senior User Experience Architect
Acquity Group, Chicago
September 2008 to April 2013
Played leadership role in building creative practice from 12 to 120. Played a key role in the Grainger, American Family, and BlueCross BlueShield accounts. Additional clients include Kellogg’s, Chicago Federal Reserve, and Houghton Mifflin Harcourt.
Senior Information Architect, User Experience Lead
August 2005 to September 2008
Played a key role in the Discover, JC Penney, Pulte Homes, and State Farm accounts. Additional clients include Kraft and Domino’s Pizza.
Free Agent, Information Architect
October 1998 to January 2000 and February 2004 to August 2005
Clients included Pillsbury, Wam!Net, Clifford Electronics, University of Minnesota, High Jump Software, FLW/Walmart, British Telecom, and Cabela’s.
Senior Information Architect, Site Manager
January 2000 to February 2004
Built and led internal UX practice and global content creation for the new BestBuy.com.
Senior Interactive Copywriter
January 1997 to October 1998
Led interaction design for US Bank and Peace Corps. Clients included 3M, FTD, Minnegasco, Capella University, and Honeywell.
The Kuester Group (Agency 11), Minneapolis
August 1995 to January 1997
Clients included Toro, General Mills, Virgin Interactive, Nissan, Formica, Lancôme, Steinway, and Piper Jaffray.
1987 to 1995
Additional positions in print and digital marketing, communications, and design.
Guest speaker at industry conferences including E-Tail 2003, Palm Springs and Boston; Verity worldwide sales conference, Santa Barbara; Ad Fed Minnesota, Usability Professionals’ Association. Regular speaker at IxDA and Chicago Interactive Meetup on experience design, emotion, and culture.
Digital consultant for Internet Retailer conference, 2011. Interactive judge for Ad Fed Minnesota, 2006. Regular Forrester Research interviewee on topics including customer experience and best practices for search, navigation, and online customer service issues. Interviewed by Internet Retailer magazine for perspectives on commerce applications of search technologies, Nov 2003.
Regular attendee of national industry conferences including NormanNielsen Group, UIE, and Forrester Research.
Association memberships include IxDA, UX Professionals’ Association, Ad Fed, Art Directors-Copywriters Club, AIGA, IABC, Central States Communication Association.
Industry awards including Webby Award, 2011; Telly Award, 2013; Computer Shopper awards, 2000, 2001, 2002; Advertising Age, 1998; Minnesota Direct Marketing Association, 1998. AIGA Minnesota awards of excellence, 1997; The Show, 1997; Ad Fed Minnesota, 1997. Other industry awards for e-commerce, training, branding, and usability programs.