Jennifer Cardello

Leading the 35-person User Experience Research team across 4 business units. Defining and rolling out systems and services to scale UX Research capability, insights, and experience measurement across 400+ agile product teams. Ensuring teams can identify opportunities, validate solutions, and ensure high quality design to deliver customer value.

Founder and leader of the centralized Design Platforms organization -- created to scale design and research to support over 200 scrum teams designing, building, measuring, and testing user experiences.

The Design Platforms team includes Designers, Full-stack & UX Engineers, Qual & Quant Researchers, Strategic Designers, and Product Managers that work together to define, design, and support the following initiatives:

• Experience Measurement Framework -- A logical progression of evidence to support product and design decisions throughout the product development lifecycle 
• Design Research Framework -- Qualitative, quantitative, and strategic design methods to identify and prioritize unmet user needs and accelerate innovation exploration.
• User Access -- User research participant panels to streamline research recruiting
• Design System -- Design principles, healthcare IT interaction patterns, and UI components

• Led 85-person UX organization including design, research, and content
• Also led Product Engineering Operations team including Technical Program Management (June-Nov 2016)
• Guided codification of athena's Informed Lean Design approach -- merging Design Thinking and Lean UX  
• Focus on optimizing utilization of UX design and research within R&D and throughout entire organization
• Scale UX via systemization and framework development to reduce redundancy and increase high-value activities

• Led User Research organization
• Expanded team focus from evaluative/usability testing to higher-value activities including foundational and exploratory research
• Increased credibility of deliverables by incorporating established human factors heuristics and psychological research findings
• Created survey instruments to better understand end-user expectations, perceptions, and motivations
• Introduced triangulation of data sources to develop actionable insights (perception, performance, behavior)

• Conducted independent and client-sponsored UX/Usability research
• Initiated, guided, and participated in various internal projects including a website overhaul, analytics implementation and adoption, A/B testing, sales reporting, and product strategy
• Created, maintained, and taught full-day courses worldwide at Nielsen Norman Group's UX conferences
• Areas of expertise: Information architecture, navigation design, persuasive design, social features, and behavioral analytics

• Provided website strategy, expert site reviews, competitive analysis, user testing, functional descriptions, and wireframes for various clients

• Defined and collected Ease of Use criteria for Financial Services Scorecards (Banking, Credit Cards, Mortgage Lending, Insurance, Full-service and Discount Brokerage)
• Managed and conducted consulting engagements including heuristic website reviews and custom competitive bench marking
• Authored user experience research briefs for Scorecard subscription service
• Provided pre-sales and marketing support

• Created the Customer Experience Analysis expert website review service.
• Managed and conducted consulting engagements including heuristic website reviews and custom competitive bench marking
• Authored user experience/ease of use-focused research briefs for Scorecard subscription service
• Supported sales executives and authored marketing materials

• Consulting: Conduct  website design and analysis engagements including project management, design strategy, information architecture, and interaction design
• Process management: Codified design, analysis, and client management processes
  

Studio-based, bachelors degree program with focus in structures, user-centered design, and constraints-based problem-solving.