(The following experiences speak to my work in the Tech field since 1999. Open or download a PDF of my resume to learn about my three prior careers in Linguistic Anthropology, Second Language Acquisition and Online Teaching & Learning at a tech start-up)

Senior User Researcher  Ancestry.com,  2013-2015

  • Established and maintained the strategic direction of user-centered research within the Product team at Ancestry
  • Conducted regular remote and face-to-face user research across all Ancestry Web and mobile properties and future state innovations
  • Responsible for a wide range of user research activities including, but not limited to, usability testing (desktop and mobile), listening labs, diary studies, card sort/tree tests, and user task analyses
  • Mentored team members on how to conduct their own research and to understand the value of user input 
  • Facilitated Design Thinking and Empathy building workshops, as well as one-off Qualitative Research brown bag lunches


Senior UX Research Consultant     Naviscent,  2013

  • University of Phoenix: Usability and content audit of marketing site
  • Financial Engines: Usability recommendations, remote user testing


Usability Engineer   Bank of America,  2008-2013

  • Performed qualitative design research by observing, interviewing and engaging customers of the Bank of America and Merrill Lynch
  • Usability testing included geo-locational “deal” discovery, point-of-sale / mobile wallet implementations, and P2P Move Money transaction innovations
  • Represented Voice of the User in Visioning/Blue Sky exercises
  • Prepared and delivered Persona utilization workshops for design team members


Design Lead/Information Architect   Fidelity Investments,  2006-2008

  • Partnered with business sponsors and technology teams to clarify and refine business requirements, project / user goals, and success criteria
  • Supplemented primary responsibility as a designer with upfront field research (e.g. in-home observations, call center shadowing) to inform the development of new investment-based offerings
  • Member of Fidelity eBusiness team tasked with making Fidelity web properties accessible. Initiatives included the development of personas with hearing, visual, motor and cognitive impairments.


Customer Experience Analyst   Keynote Systems,  2004 –2006

  • Conducted competitive intelligence benchmark studies (“scorecards”) across financial services, healthcare and telecom verticals
  • Delivered persona-based and task-driven customer experience analyses


Online Editor / Sales & Marketing Writer   WebCT (now Blackboard), 1999-2003

  • Established and ran online newsletters on teaching and learning
  • Managed academic online communities and relationships with academic contributors
  • Led the RFP response and proposal generation for Sales organization
  • Got bitten by the usability bug for the first time (and the rest is history!)