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Independent Consultant — Social Media, Engagement, & Design Strategy

Self-Employed
September 2008 to Present

Assisting clients with strategic direction on topics including social media, enterprise social media, measuring customer engagement and measuring social media. Conduct workshops on social media strategy, advise clients on utilizing social software tools and interactions within the enterprise, and develop measurement frameworks for tracking social media.

Senior Analyst

Forrester Research [— url —]
October 2005 to August 2008

Responsible for conducting research focused on emerging interactive channels for marketing and customer engagement as a senior analyst. Help marketers navigate these new communication channels. Teach workshops on emerging interactive channels and Social Computing. Conduct research on customer engagement, resulting in a Forrester conference based on my report and delivered the opening keynote on the subject. Write reports, take briefings from companies making new products and service announcements, speak with the press about activities within the industry, speak at industry events and conferences, and perform consulting projects for Forrester clients.

Senior Design Researcher

Catapult Thinking L.L.C. [— url —]
July 2004 to September 2005

Responsible for organizing and conducting design research for clients in manufacturing and financial services industries. Develop protocols and perform contextual interviews (including card sorts, product reviews, usage processes, paper prototypes, and environment evaluations) with participants to ascertain problems with products, services, communications, and brand positioning. Analyze research findings and develop strategic design initiatives to aid clients in better serving customers.

Interaction Designer (Consultant)

Ace Cash Express, Inc. [— url —]
June 2002 to March 2003

Responsible for the visual redesign of screen interactions for multiple Ace Cash Express self-service financial services kiosks. The new interfaces were designed for legacy hardware with standard ATM physical button screen selections as well as freeform touch screen interfaces.

Interaction Designer (Consultant)

7-Eleven Inc. [— url —]
December 2001 to June 2002

Responsible for the user experience evaluation of a 7-Eleven financial services kiosk. Analysis and recommendations focused on the visual design of touch screen interfaces, the architecture of the user process flow, on-screen instructional text, interaction time optimization, and physical/digital interface integration.

Senior Interaction Designer

InnoVentry Corp.
July 1998 to June 2001

Primarily responsible for the design, development, maintenance, and usability of user interfaces for integrated financial service kiosks in retail and entertainment venues. Other projects included the development of an Internet kiosk and an asset tracking system for use in archiving, managing, and retrieving digital graphic files. Defined the business requirements of products as they related to the customer experience. Developed potential user interaction models for conducting multiple types of financial transactions in a single system. Selected appropriate web technologies and implementation methods to ensure maximum flexibility. Developed functional requirements and lead the technology team in developing the interaction architecture. Directed the visual design process, composed all screen-based content, and directed translations into Spanish and Chinese. Oversaw the usability testing of graphical elements, messaging, and interaction models to determine the most intuitive user experience.

Core Values Award, “Remember You Own It”—March 2000 (One of 10 recipients in 400 person company)

Interactive Designer & Cofounder

row5 interactive
April 1998 to May 2002

Cofounded a small web design and development company. Developed website architectures and fully functioning websites for small businesses with a small or non-existent Internet presence. Communicated with clients to ascertain objectives and designed functionality based on those objectives. Composed proposals, design documents, creative briefs, and website design compositions for client review. Clients included the Benziger Family Winery, the Imagery Estate Winery, and the International Student Exchange Program.

Research Assistant

Wells Fargo Bank [— url —]

August 1996 to July 1998

Performed research within the Product Development, Online Marketing, and Strategic Development groups. Evaluated competitors’ online banking products and functionality and provided research support to staff heading new bank growth initiatives. Analyzed market research, business cases, and corporate growth strategies.

“Focus on Teamwork Award” [April 1997]

Master of Design in Interaction Design

Carnegie Mellon University, School of Design [— url —]
July 2002 to May 2004

Thesis essay concentrated on emerging consumer behaviors and consumption trends, specifically the modification of products beyond their intended use. Thesis project investigated ‘inquiry’ as conducted by Ph.D. students, resulting in the design of a new interaction model for an activity-based operating system that supports the broader integrated goals of inquiry. Other topics of study included interaction theory, interaction design, industrial design, physical computing and electronics, and anthropology. Completed projects for New Balance, Microsoft, and The Carnegie Mellon Center for Arts in Society.

Bachelor of Science in Business Administration

California State University, Fresno, Craig School of Business and Administrative Sciences [— url —]
August 1991 to December 1995

Emphasis: Marketing

Rodman Scholar, Dean’s List for Outstanding Academic Performance, Small Business Institute “Best Business Case Award” – Second Place

UCSC Extended Education

University of California, Santa Cruz, UCSC Extension Program [— url —]
1998 to 1999

Courses included imaging, multimedia production, and interface design.

Multimedia Studies Certificate Program

California State University, San Francisco, Multimedia Studies Program [— url —]
1996 to 1998

Courses included design software, interaction design, interactive advertising, interactive script writing, production management, and basic programming for the web.