Advocating a user-centered and value-driven design approach, I have led key product and service transformation projects at Fortune 500 firms. My leadership experience spans across diverse industries including Healthcare & Pharma, Financial & Insurance, CPG & Manufacturing, Education & Information, and Tech & Aviation.

Professional Experience

UX Consulting  
Art & Tech Inc. (Owner), 1/2004 – Present 

• I offer a comprehensive range of experience strategy and design services tailored to meet the unique needs of your business, regardless of its size. 

Experience Group Director
Rightpoint Consulting, a Genpact Company, 1/2020-1/2024 (4y)

• Managed three seasoned design directors leading key projects at JP Morgan, Abbott Labs and other firms. Served as a sounding board and guide for dealing with tough client and team situations, wrote personal and constructive annual reviews. 

• Led successful strategic projects for Bloomberg: 

  • A proprietary calendaring system.

  • A customer-facing self-service portal for API setup and management. 

  • Conversation design and interaction patterns for a client-facing chatbot. 

  • A chatbot store and discoverability pathways to the store. 

Experience Director
TandemSeven, a Genpact Company, 9/2017-1/2020 (2y & 4m)

• Led successful experience transformation projects for:

  • Coca-Cola's global finance and service ops: Achieving significant cost reductions in managing commercial disputes, improvements to employee productivity, efficiency and satisfaction. 

  • Walgreens-Boots Alliance finance ops: Service design blueprint for Improved customer, employee and executive satisfaction with guided workflows, up/downstream event visibility and contextual insights. 

  • Dell-EMC: Achieve dramatic accuracy, speed, productivity and employee experience gains facilitated by a proposed UX for an Al-driven service renewals application. 

  • Cardinal Health: Service design blueprint for improved customer satisfaction and employee experience per a proposed redesign of a commercial dispute resolution system handling hospitals and pharmacies. 

  • Ally Bank: Service design blueprint for improvements to employee and auto dealers experience thanks to a streamlined, simplified and easy-to-follow policy issuance. 

• Led experience strategy for digital transformation pursuits for:

  • GSK global finance ops - Unified yet adaptive service design blueprint for improved customer and employee experience across it diverse markets. 

  • Essurance in-house UX - Modular and extensible framework for all its persona and journey-mapping templates. 

  • Cox Communications - Service design blueprint for improved HR experience and satisfaction of internal clients and employees through visibility and contextualization of just-in-time services. 

  • Citibank - Application system for government assistance Covid loans for mid-small business customers. 

  • Caterpillar global procurement - Service design blueprint and system design for the new procurement platform. 

Experience Director
Tandem Seven, 12/2014-9/2017 (2y & 9m)

• Led experience strategy and design for:

  • Allstate Insurance: Design a new self-service platform that can support policy bundles. 

  • US Bank: Design new modules, including self-service analytics for its Pivot self-service CLO platform used by asset managers, investors, collateral admins and others. 

  • Experian: Design a new customer-facing self-service credit report portal. 

  • Millennium Trust: Designed a white-label solution for its next-gen retirement-plan management self-service portal.  

  • Zions Bank: Design system for its new online banking platform, allowing the bank's regional partners to manage brand and offering through a unified interface. 

Freelance UX Consulting
Art & Tech Inc. (Owner), 1/2004-12/2014 (10y)

• Ran a successful UX consultancy as a principal UX strategy & design principal.

• Led UX projects and work-streams at J.P Morgan, Independence Tube, Actuate, ComScore, NetApp, Sentient Jet and other firms.

UX Work Before 2004

• Experience Director at Ex-Libris, today ProQuest, 2000-2004 (4y)

• Publishing Technology Specialist at Houghton Mifflin, 1994-2000 (6y)

Expertise

• Applying the appropriate qualitative and/or quantitative user-research methods to define design principles, set a clear strategy, and formulate the best user experience architecture.

• Incorporating Al-driven human experiences into Web and mobile applications through thoughtful consideration of trust and value manifested in conversational design interaction patterns.

• Driving transformation through the strategic application of design thinking workshops, personas, journey maps and detailed service-design blueprints.

• Transforming concepts and dry requirements into vivid narratives by using rich interactive prototypes or videos for user validation and stakeholder buy-in.

• Creating well-formed dev ready Figma files: Robust tokenized design systems, consistent naming conventions, logical grouping of layers, clear layer hierarchy, integrated documentation, prototyping, etc.

• Developing design-measurement frameworks to quantify value and experience satisfaction, enabling ongoing evaluation and enhancement of the design.

• Advocating-for and applying a user-centered, value driven approach and methodologies, to deliver intuitive impactful and lasting UX design.

• Motivating teams and individuals by fostering an environment of empathy, trust & empowerment.

• Building collegiate and collaborative bridges across disciplines, cultures & geographies.

• Leading with integrity by example, guidance & support.

Tool Mastery

• Design-Thinking & Collaboration Workshops: Miro, FigJam

• User Research: Optimal, Zoom, User Zoom, Maze, Other

• Surveys: Qualtrics, MS Forms, Google Forms, SurveyMonkey

• Wireframes and Prototyping: Figma, Axure RP

• Design Systems, Component Libraries and Style Guides: Figma

• Advanced Rapid Interactive Prototyping: Axure RP

• Graphics & Photo Editing: Sketch, Illustrator, Photoshop

• Video Demos & Tutorials: Camtasia, Final-Cut Pro

Education

MFA, School of the Art Institute, Chicago