Experienced manager of high-performing research teams: * Created User Experience Research Team at Expedia, Inc. * 20 years' research experience understanding human behavior, including 9+ years focusing on human computer interaction (HCI) and user interfaces * Demonstrated track record of translating consumer insights into actionable user interface and product recommendations that improve business metrics * Extensive experience with top e-commerce and retail websites * Invited keynote speaker - Expedia, Inc's 2007 Direct Marketing conference - "User Experience research and eye-tracking for email" * Expert on Human Behavior - served as expert witness on psychology for state of Washington; research publications in peer-reviewed journals
Oct 2008 - Present
Customer Experience Labs
Jan 2001 - May 2008
Director of User Experience Research
Created the User Experience Research Team at Expedia, Inc. which serves as internal customer experience consultants. The team provided a full range of user experience research activities as part of our user-centered design process, including: focus groups, ethnographic research, site visits, heuristic/UI reviews, cognitive walkthroughs, product design personas, eye-tracking, and competitive usability benchmarking.
1999 - 2001
Provided User Interface consultation and usability services for MSN vertical channels (Travel, Cars, Homes), Microsoft's Passport service, Hardware (MSN internet appliance) and Microsoft.com websites.
1996 - 1999
Dept. of Corrections
1998-1999 - Clinical Mental Health Unit Director, Washington State Department of Corrections *Managed clinical treatment staff for a 32-bed prison unit for mentally ill inmate transition unit within the Special Offender Center. 1997-1998 - Forensic Psychologist, State of Washington. *Conducted forensic psychological evaluations and provided expert testimony about whether detainees at the Special Commitment Center (a civil commitment facility for "sexually violent predators" met the criteria for RCW71.09 (civil commitment). Also provided group therapy. 1996-1997 - Psychology Intern (APA-approved internship). *Specialized in Forensic psychology with two rotations through Legal Offender Unit and one rotation in sex offender unit. Conducted pre-trial evaluations including mental status, competency to stand trial and sanity.