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Work experience

UX Researcher

NYNEX, Science and Technology, Artificial Intelligence Lab

Under the direction of John Thomas, famed SIGCHI researcher, iteratively researched software, hardware and telephony systems including voice recognition data for improving the user experience

  • Researched the efficacy of using alternative research methods, for cost reduction, efficiency and speed.  These methods today are industry standard
  • Research assisted the efficacy and use of Heuristic Evaluation, now industry standard
    • This work published in Jakob Nielsen (ed.) book, Usability Inspection Methods, and several CHI and HCI journals
2000Present

Founder, Principal Consultant

User Behavioristics Research, Inc. 

Principal User Research Consultant; team with a multitude of high profile, medium and start up companies to improve their customers’ UX 

  • Managed team of sub-contractors from game designers, engineers to co-researchers
  • Perform a variety of user research studies to inform interactive design and development
  • Client relationship and satisfaction, administer, perform, and communicate results to provide insight of their users' UX  
  • Provide insights as to why issues exist, providing teams actionable results
  • Provide results in bite-size actionable form, and format that worked for that particular team
  • Long term client relationships built on providing solid data driven results that impacted their games' design
2008Present

Faculty and Instructor, Game Studies

USC, University of Southern California

Instructor for Game Usability and Game User Research for USC’s undergraduate and graduate students

  • Course through the Interactive Media and Games department
  • Mentor top and promising students for careers in the industry
20132015

Senior UX Researcher & NPS Program Manager

Velocify 
  • Informed design through Field Studies, User testing, Heuristic Evaluation, Personas, Analytics and Competitive Analysis including Secret Shopper
    • Brought insight and opportunities to the development teams to improve the product UX
  • Skilled at end -to-end product development on B-B and B-C Customer Relationship (CRM) and Lead Management system
  • Instated a collaborative process with the UX team, creating together UX Principles for product design
  • Improved product vision for all departments of company through research on Voice of Customer
  • Installed and implemented company process for NPS (Net Promoter Score survey feedback), which resulted in improvements throughout the company, a CEO top priority for ROI measures
    • Managed team of department owners with SVP of Biz Dev, to take action on customer feedback, one of CEO's top 3 priorities
  • Agile environment, where results were provided in bite size form for teams to take action
    • Identified product pain points, and suggested solutions to provide insight and potential design direction 
  • Initiated research and presentation on Motivational Drivers for employees, and how play improves enjoyment, delight, and fun, which results in greater productivity and personnel retention
    • This is the value proposition for this product
    • Developed a Gamification concept design, planned for the future
  • Recognized by senior management for providing best presentation, “Townhall” in the history of the company

Education

Masters Degree Psychology/Social Science Research and 2nd Bachelors in Computer Science

New York University
  • Social Science Research methodologies
  • Statistics for the social sciences: Statistics for interpreting human behavior, including Multivariate Regression, Linear Regression
  • Student of systems and applications programming (Courant Institute of Mathematical Sciences)
    • Unix, c-shell, assembly, and C++
    • Tutored doctoral students in formulating researchable thesis problems, statistical programming and interpretation

Internship

Stanford University

Assisted in NSF grant social science research study conducted by the infamous Dr. Rudy Moos lab.

  • Conducted telephone interviews to subjects
  • Analyzed data using SPSS
  • Programmed using C++ surveys and analyzed data
  • Created abstracts for multiple publications used in creating hypotheses

Bachelors Degree, Psychology

University of California, Berkeley

Undergraduate study of psychology, social science research methods, and statistics

Portfolio - Game User Testing Samples

Facebook Game Casual Players

  • User Tested New Design of UI, Added Storyline, and New Mechanic
    • How do current users react to these changes?
      • Are they improvements? Are they issues since they are not familiar?
    • How do current users react to these elements?  
      • Is it easy to learn, get into playing and have fun?
      • Is the storyline an improvement, enhancement, or otherwise?
      • Are there pain points that can be improved in the player experience/UI
  • Results from the study offered what worked, what needed work and why, and the players' reactions which all helped provided insight for design
  • Suggested solutions were provided

Skate 2 for Skate 3 User Testing

  • Before being hired to do this study, I took this video of a user playing Skate 2, and identified one of many of the approachability issues
    • Skate 2 was slammed by the community for being too hard and not accessible to more players but the most hardcore.  When one of the Lead Designers reached out to me, I sent this video to them
  • I performed design walkthrough and review, and then user testing
    • We collaborated: I provided the insight into the "What Happened" and the "Why" there were issues, and the Designers identified how to fix these issues given schedules, resources and resolving the issues
  • The result of the collaboration resulted Skate 3, and the game getting high ratings for it's new much improved new player experience

Online Poker Game UI Does Not Provide Feedback

  • The UI/UX did not offer any feedback to let the players know their cash game changed to a tournament

Focus Group on RTS

  • Controller and HUD too difficult in a PC game that was ported to Xbox

Portfolio - User Testing Samples

Digital Learning Tool to Teach Writing for Young Adult

  • User Tested different segments for for 3 variations for Grades K-12 (Grade 11 in video)
    • Will the system work for all segments in each grade level
    • Will the UI design be easy to understand and facilitate learning
  • Rough Prototype of design, consequently study was a "wizard of oz" style
  • Suggested solutions identified what worked and pain points

Mobile App Testing

  • iOS and Android User Testing of a Voice/Text App International Users
    • Identified UI/UX design issues and provided insight as to why there were issues
  • Suggested solutions to improve and remove the pain points

Portfolio - Competitive Analysis Sample