MELISSA CRADDOCK USER EXPERIENCE PRODUCT DESIGN LEAD

Transcription

1 MELISSA CRADDOCK USER EXPERIENCE PRODUCT DESIGN LEAD Phone: Portfolio: SKILLS I have a diverse set of skills allowing me to take a holistic multidisciplinary design approach to user interfaces, defining their form, behavior and content while ensuring coherence and consistency across all dimensions of user experience design. Accessibility Agile Scrum Analytics & Metrics Brand Standards Card Sorts Color Theory Competitive Analysis Content Strategy Design Composites Design Standards Ethnography Heuristic Evaluations Human Factors Iconography Information Architecture Interaction Design Page Layout Pattern Library Personas Presentation Design Prototyping Process Flows Product Design Responsive Design SEO Sitemaps Taxonomy Technical Writing Typography Wireframes Usability Testing Use Cases User Research User Stories Visual Communication Visual Design LANGUAGES + SOFTWARE HTML CSS JavaScript JQuery Adobe Analytics Adobe Dreamweaver Adobe Illustrator Adobe Photoshop Axure RP Microsoft Office Microsoft Project Omnigraffle

2 QUALIFICATIONS Leader Build, manage and grow multidisciplinary design teams and establish a design culture that advocates for the user by defining the vision, strategy, process, standards, methodologies and guiding principles for the user experience. Researcher Oversee, plan and execute a wide variety of research methodologies, including stakeholder and ethnographic interviews, to discover the objectives of the project and the end-users behavior, mental model, beliefs and preferences as it relates to these objectives for the purposes of gaining information, context and insight into the user-centered design process for the project. Creative Strategist Plan and facilitate user experience design workshops with stakeholders and team members using research analysis as a guide to brainstorm, share domain knowledge, gain insights and ideate on new and innovative ways to solution for experience of the project. Designer Define and execute the vision, strategy and requirements for the experience, according to the users needs, wants, and limitations for the purpose of outlining the creation of design artifacts such as case scenarios, task flows, wireframes and design composites. Prototyper Manage and create prototypes of all fidelity, making requirements and ideas tangible for the purpose of validating design ideas, clarifying structural and functional details of the user interface as well as solidifying customer needs and requests. Usability Tester Plan and conduct testing of prototypes with real users to uncover specific usability problems through the completion of actual tasks and then refine the design to test again so that an optimal design solution can be quickly arrived at. Producer Oversee the implementation of proven design solutions with cross-functional agile teams to ensure that the vision, strategy and requirements for the experience are met.

3 EXPERIENCE AT&T Lead User Experience Architect & Designer Recruited by AT&T to lead and solution for a responsive user-centric global navigational framework that is consistent, scalable and flexible enough to be adopted by more than 30 AT&T sites and applications, therefore reducing the costs associated with the development and maintenance of multiple instances of global navigation. Lead a multidisciplinary team of 8 researchers, usability test administrators, information architects, content strategists and interaction designers Created a new simplified framework for global navigation by reducing the number of navigational items from 300+ to 80, giving users a clear path to persistent upper level pages that would allow them to navigate to lower level content pages. Created a scalable global navigation framework with flexible plug and play components, lowering the development and maintenance costs associated with global navigation by 35%. Created new standards, guidelines and a governance committee, replacing the need for daily updates with a monthly update process that reduced the number of resources and maintenance costs of global navigation by 50% AT&T Lead User Experience Architect & Designer Recruited by AT&T to lead, define, validate and provide a new user-centric experience for the consumer support site with the goal of increasing the number of customers using selfservice support online, therefore lowering costs associated with high call volumes to the customer support center. Lead a cross-functional team of 8-12 researchers, usability test administrators, information architects, content strategists, and interaction designers Created a new user-centric strategy and design based upon the user s mental model for self-service support and their behavior when seeking information Lowered dwell times on navigational pages be seconds per page, resulting in users navigating to content level pages seconds faster.

4 Raised the ForeSee customer satisfaction score by 20% Increased the number of monthly unique visitors to the support site by 5 million Reduced the number of monthly support calls by 5% - 12% Project nominated for the 2016 AT&T Presidential award Newpoint Media Group Director of User Experience Recruited by Newpoint Media Group to direct the team responsible for the user-centric vision, strategy and execution of the user experience and design of 5 real estate listing websites and mobile applications covering 400+ real estate markets. Lead a cross-functional team of 10 researchers, information architects, content strategists, and visual designers Created a lead management application for relators replacing one week lead times with real time lead information and filtering capabilities resulting in increased conversions by 40% Lead statistical and behavioral analysis of web analytics and customer satisfaction reports improving the customer satisfaction rating by 30% AT&T Senior Usability Analyst Recruited by AT&T to lead a multidisciplinary user experience research team responsible for providing heuristic evaluations, usability testing and human factors support for all B2B products and services. Lead the creation and development of personas and user scenarios for the B2B site resulting in a 45% increase for task completion Managed projects, budgets and timelines, improving project turn around times by 20% through better resource management Cartoon Network Senior User Experience Architect Recruited by Cartoon Network to lead the user experience, requirements and interface specifications for the massive online battle arena game, Exonaut. Lead the member services in a box project, Cartoon Network s site-wide login/registration system, resulting in a 75% task improvement for registration and login

5 Converted user comments and usability study results into upcoming features for the member profile page and child friendly social media applications Worked with outside vendors to move all Cartoon Network episodes to TV everywhere, a Time Warner initiative to give users access to full episodes via streaming TV Created a user-centric interface for the multiplayer online battle arena game Exonaut, increasing the ease of use by 40% MemberClicks Senior Designer Recruited by MemberClicks to lead the design teams responsible for the user experience and design of 200+ organizational websites. Trained new hires and lateral departments on user-centered design principles and best practices Created design strategies, processes and client in-take forms for design specifications and requirements Interfaced with clients during design consultations, reviewing and revising design goals and objectives based on the needs of the client and user Scoped out and quoted additional costs associated with design and development work Centers for Disease Control User Experience Designer Worked on location with the Office of Health Communications providing information architecture, user interface design and testing for 30+ divisions, offices and programs under the National Center for Infectious Diseases Conducted quality assurance, quality control and system testing to ensure accessibility and Section 508 compliance. Converted website objectives into key conversion scenarios, measuring the end users ability to intuitively navigate through the site. Created a web style guide based on CDC branding guidelines and usability best practices for agency wide use. Compared key conversion scenarios with end user clickstream data gathered from web traffic analysis reports, recommending changes to help enhance the user s ability to complete tasks.