User Experience (UX)
A key component of customer-centric, goal-oriented CRM and lifecycle marketing is ensuring seamless, intuitive user experiences in today’s digital-driven world. I’ve been referred to as “the resident UX expert” in many roles with projects ranging from website audits for redesigns to signature program concepting and development. Understanding target audiences and supporting metrics and data are keys to my success.
Microsoft
Responsive, Contextual, Adaptive Redesign
Our Office.com work evolved from simple landing page enhancements to a full site redesign. Our phased approach included the introduction of responsive design and adaptive/contextual technology to deliver personalized experiences and opportunities across devices.
Leveraged MSCOM UX Design System, navigation system and proposed site map and userflows
Audit of industry desktop/mobile experiences for recommended best practices (e.g., Apple, Google, Evernote, Dropbox, Yammer, Intuit)
Collaborated with Office.com team to:
Facilitate a CMS platform migration and overall UX optimization
Display content in context (e.g., iPad information on iPads)
Inform A/B testing for ongoing enhancements
Lead generation success from the redesign led to the development and launch of a robust lifecycle CRM program
HP
Global Events: Discover & Drupa
Partnering with HP, we developed an on-demand event experience for live onsite and virtual attendees for HP Events. The multi-device experience enabled access to custom content featuring scalable maps, speaker presentations, and live social buzz.
Digital reach increased by 149% with 20x digital audience YOY
Increase in live viewers of 74%
Social activity increased by 18% leading to a social engagement increase of 131%
Mobile app usage increased by 36%
Microsoft
Building a Better Blog
Microsoft’s blog system was launched and remained untouched for years, in need of significant enhancements when we joined the team. We researched and developed blogging best practices, designed and implemented in partnership with the Microsoft development team. The new blog system first launched with the Office team and then rolled out across all of Microsoft.
Developed a new tiled approach to article display
Created a robust filtering approach to the navigation
Implemented keyword and search strategy for authors
Focussed design on clear calls-to-action (CTAs) for readers
Continued to refine and optimize the blog experience
Adobe
Acrobat UX Research & Testing
Listen to users. Data doesn’t lie. That was our approach for a redesign of the Acrobat landing page for Adobe. We tested three possible approaches with users to determine the best way to guide users to product information. The results were the exact opposite of what we’d hypothesized. Test and learn!
Designed three approaches to presenting product details:
Task-based approach (“I want to…”)
Segment-driven options (“I am a…)
Product front and center (“Just show me!”)
Coordinated with the Adobe Research team to facilitate user testing
Refined selected concept and delivered for implementation