Apr 2021 – Present · 4 yrs 11 mos · Waltham, Massachusetts, United States

• Provide user experience (UX) research services to companies who want to maximize the impact and ROI of user research. Conduct user interviews, usability studies, card sorts, tree studies, and other research methods to provide design teams with meaningful, actionable user insights.
• Past projects include: pharmacist business process interviews, hospital website generative and evaluative research, consumer service journey map, usability of a Google Cloud product, and many others.

May 2019 – Apr 2021 · 1 yr 11 mos

• Managed a team of user researchers, ensured efficient team resourcing, instilled the team & agency with a passion for rigorous UX research, and maximized client ROI on research activities
• Integrated research activities into ongoing agency projects
• Provided sales support to ensure research projects are scoped properly and profitably
• Conducted a wide variety of UX research techniques: usability, IDIs/TDIs, usefulness/desirability, eye-tracking, surveys, ethnography, card sorting, collaging, user interviews, participatory design sessions, and many others
• Clients included industry leaders in financial services, healthcare services, pharmaceutical manufacturers, educational platforms & publishers, technology firms, car manufacturers, white-goods manufacturers, insurance providers, higher education, and non-profit organizations
• Manager and technical lead for a usability lab; built out our usability lab from scratch and by hand
• Particular expertise in conducting accessibility research
• Conducted a study for FDA approval of a medical device, meaningful use studies, and other advanced research methods

Mar 2016 – Apr 2019 · 3 yrs 1 mo

Mar 2013 – Mar 2016 · 3 yrs

Mar 2011 – Mar 2013 · 2 yrs

Aug 2010 – Mar 2011 · 7 mos

• Conducted, analyzed, and presented findings for usability studies and focus groups.

Aug 2014 – Dec 2014 · 4 mos

• Taught Information Technology in the MS in UX Design program.

Sep 2013 – Oct 2013 · 1 mo · Waltham, MA

• Taught "Measuring Emotional Engagement" in the Bentley UX Certificate program. This course focused on the reasons that we should engage users' emotions and how we can measure these via eye-tracking and biometric feedback.

Jul 2010 – Mar 2011 · 8 mos

• Provided user experience consulting to businesses and agencies. Performed usability studies & discovery research for a number of clients.

Jul 2008 – Jul 2010 · 2 yrs

• Performed usability and neuromarketing research across a wide range of industries. These included expert & heuristic reviews, usability studies, and discovery research for banks, universities, cable operators, health organizations, and many others. Helped to develop a patent pending algorithm to interpret neurological and emotional data. Designed and helped develop software to control OTOinsights' neuromarketing platform.

Oct 2007 – Apr 2008 · 6 mos

• Researched security product offerings & competitor products. Then provided recommendations on how to position and market the product to potential customers.

May 2007 – Aug 2007 · 3 mos

• Helped design and carry out usability studies for various types of products. These included: an insulin pump, car manufacturer Web site, and high-end audio components.

May 2006 – Mar 2007 · 10 mos

• Developed and did upkeep on a Visual Basic Excel based server configuration, costing, and pricing tool.

Nov 2004 – May 2006 · 1 yr 6 mos

• Provided sales support to ensure that quoted orders were technically sound.

Sep 2000 – Nov 2004 · 4 yrs 2 mos

• Provided customer support for digital ad insertion, video on demand, satellite distribution, and broadcast servers, including their associated softwares.

Jun 1999 – Sep 2000 · 1 yr 3 mos

• Provided technical support to lawyers and their admins.

Jan 1996 – Jan 1998 · 2 yrs

• Distributed and setup audio & video equipment.