EXPERIENCE

Director, UX Architecture, B2C
Dow Jones | 05.22 — Present

• Directed the user experience architecture and strategy across consumer brands and channels.
• Drove UX Architecture across all platforms by combining industry best practices, industry standard methodologies, metrics, and analytics analysis.
• Led and mentored a global distributed team of UX Architects.
• Developed standards and documentation for how DJ analyzes, optimizes, and communicates interactions with products, utilizing user flows, wireframes, customer journey maps, personas, wireframes, prototypes, and functional specs.
• Evangelized the importance of modular design, and led the creation of interaction patterns within the Dow Jones design system.
• Partnered with with domain area SMEs and stakeholders to synthesize key user insights, business goals to improve the customer experience and architecture of our digital products.

Lead User Experience Strategist – Mobile
Vanguard | 05.20 — 05.22

• Developed and led the cross-channel user experience strategy of enterprise-level initiatives for cost basis, taxes, Financial Advisor Services, and Digital Advisor offerings.
• Shaped the strategic vision and provided direction to UX teams, from problem definition, research, design thinking workshops, content strategy, information architecture, and UX design.
• Collaborated with cross-functional disciplines to synthesize key user insights, business goals, and technological feasibility into product solutions that allow the organization to continuously build, measure, and learn without over-investing.
• Developed, executed, and oversaw a variety of qualitative and quantitative analysis techniques to continually improve the user experience and drive strategic decisions.
• Facilitated work sessions between business, product, development, and UX to assess, define, and prioritize new features and functionality.
• Established UX/JIRA workflows, processes, systems of record, standardization of project requirements and deliverables, and UX best practices across Vanguard CXD departments and Labs.

User Experience Manager
MSC Industrial Supply Co. | 02.19 — 05.20

• Established workflows, processes, systems of record, standardization of project requirements and deliverables, research and user testing methodologies, and customer experience best practices for all digital properties.
• Led user research, testing, and usability benchmarking for enterprise eCommerce website re-architecture, corporate brand launches, and customer retention and re-engagement initiatives.
• Developed, executed, and implemented MSC’s Unified Design System, including WCAG 2.1 AA compliancy, across all digital properties.
• Managed User Experience Team; responsible for hiring, development, and evaluation of the eCommerce UX staff; coaching and mentoring of more junior associates.
• Shaped the strategic vision and provided input on every aspect of UX, from research and concept to information architecture and UI design for MSC’s B2B eCommerce website and customer integrated systems.

User Experience Manager
CapTech Consulting | 10.15 — 02.19

• Developed standardization and documentation for CapTech’s Customer Experience service offerings including user experience design, research, and user testing methods, tools, best practices and client deliverables.
• Standup and buildout of CapTech’s Usability Lab and related service offerings.
• Conducted User Testing and Analysis for clients across mobile, desktop, and kiosk applications and systems. Methods included: moderated user testing, click testing, card sorting, tree tests, a/b testing, eye tracking, observational studies, ethnographic studies, usability reviews, and national surveys.
• Aligned organizations to establish future business goals, requirements, strategy, and recommendations for enterprise solutions across digital channels to build brand awareness and penetration into new target markets.
• Developed personas and journey maps to identify and influence future marketing opportunities as well as opportunities to deepen existing customer relationships with related products and services for multiple organizations.
• Completed audits and assessments across enterprise design systems to identify variations of similar patterns, current and missing best practices, and identification of opportunities for standardization.
• Responsible for coaching, development, and evaluation of the CX staff; coaching and mentoring of junior associates.

Owner
Sketch LEFT | 09.01 — 10.15

A consulting company specializing in marketing strategies, prototyping, business process mapping & improvement, experience design, mobile design/development, user research, information architecture, usability analysis, user experience design, programming (Java, PHP), and usability testing.

Client works include: RelaxLKN.com, Divinity-Spa.com, Surplus Lines Associates, LifeWithBills.com, WeekendWarriorProductions.com, johnmarshall.edu, VillageMarketsonline.com, GAbusy.com, iXsystems, Niche Cubed, OpenSource Technologies, GBCS Carolina, Thoughtmill, ECMOTO, ECMOTO/SHOP, SkyBox IMG., Vitek Performance, Import South, International Allstars, and Media 2 Studios.

User Experience Lead
SnapAV | 10.14 — 10.15

• Managed customer experience strategy and execution while establishing standardization and consistency in the look and feel of all current and future digital properties.
• Spearheaded customer migration and onboarding experience for enterprise eCommerce website re-architecture and re-launch.
• Developed scenarios, navigational structures, sitemaps, user flows, screen designs, interaction models, functional templates and prototypes.
• Drove collaborative design sessions of new development and corporate initiatives.
• Led user research testing and usability benchmarking for enterprise eCommerce website re-architecture, corporate brand launches, and customer retention and re-engagement initiatives.

User Experience Lead
AmWINS Group, Inc. | 07.13 — 10.14

• Led the customer experience strategy and execution while establishing standardization and consistency in the look and feel of enterprise wide web sites and applications.
• Created creative screen mock-ups, icons, specification documents, and graphical assets.
• Determined and recommend user-centered Customer Experience tasks, tools, testing, requirements gathering methods, and milestones.
• Developed scenarios, navigational structures, sitemaps, user flows, screen designs, interaction models, functional templates and prototypes.
• Drove collaborative design sessions of new development and corporate initiatives.

User Experience Lead
Lowe’s Home Improvement | 02.09 — 07.13

• Led user research testing, analysis, wireframing, process flow, and full re-architecture of corporate initiative projects including: Installation services, Accessibility/Mobility products, Moving, Efficient Home, Masthead, Global Navigation/IA, Credit, Gift Cards, Homepage, Holiday, Lead Capture, UX Guidelines, Category pages, and creation of Rapid Prototyping processes.
• Planned and conducted user research testing including: marketing studies, tree tests, card sorts, surveys, and eye tracking studies.
• Managed designers in creating banners, web promotions, mobile promotions, landing pages, marketing spots, emails, and other assets for daily site changes and corporate online initiatives.
• Collaborated with cross-department Agile teams of writers, designers, and front-end developers on web promotions, online sales, and corporate initiatives.
• Led Lowes.com design projects on next gen platform in 2009.

Sr. Interactive Media Designer
Motorsports Management International, Inc. | 12.06 — 02.09

• Led the design, creation, and testing of user interface, business logic, and database components for websites, applications, and production media.
• Contributed within all project phases — from preliminary project scope/wireframing to implementation of finished deliverables.
• Client works include: TonyStewart.com, KaseyKahne.com, VaughnGittin.com, AricAlmirola.com, MMcDowell.com, DennyHamlin.com, KaseyKahneFoundation.com, KaseyKahneRacing.com, TonyStewartRacing.com, in-house expense report system and client management systems.

Sr. Interaction Designer
Scientigo, Inc. | 08.05 — 11.06

• Led the visual design efforts of Scientigo’s cross-industry verticals as well as major accounts such as Find.com, Ribstone|Canon, and Snap Conferencing.
• Collaborated with Scientigo’s developers and marketing team to ensure a company-wide implementation of its online and offline brand strategy.
• Led the design effort (branding, information architecture and visual design) for Find.com.
• Led usability/accessibility/user testing for find.com
• Contributed to the planning, development, and implementation of all front end applications and designs to back-end database engines and servers using such programming languages as: PHP and JAVA.
• Client works include: Find.com, Scientigo.com, FINDmobile, FINDlocal, click2call, FINDshop, tigo™, tigo|search™, tigo|idr™, tigo|server™, tigo|logic™, snap, construction.find, myonescreen, tech umbrella, and all related media; software packages, print media, and corporate identities.

Interaction Designer
Thoughtmill | 12.03 — 08.04

• Led the design, creation, and testing of user interface, business logic, and database components utilizing client server based development tools for web based sites, applications, and windows applications.
• Involved in client pursuit and business development activities. Present throughout all project phases — from preliminary project scope/estimating to delivery and implementation of finished deliverables.
• Client works include: Duro Tire, TMobile, US State Department, Victory Global Solutions, thoughtmill.next, RSM McGladrey, Business Plus Corp, NetSec, and Internet Security System’s product line: Site Protector, Desktop Protector, and Proventia.
• Contract position through Sketch LEFT.

Structuring Manager | Interaction Designer
PentesPlay by GAMETIME | 11.98 — 08.00

• Led the design, creation, testing, and maintenance of user interface, business logic, and database components utilizing client server based development tools. Applications were utilized for marketing, product inventory control, engineering services process management, and accounting.
• Led the design, creation, testing, and maintenance of a browser based informational application for the 50+ representative companies throughout the world.

THOUGHT LEADERSHIP

Incorporating UX into Agile Processes Utilizing JIRA Advanced Roadmap
2021-2022 | Vanguard Seminar

Seminar to introduce Vanguard CXD Journeys, Families, and Labs to JIRA Advanced Roadmap and best practices to incorporate UX into typical Vanguard Agile processes and toolsets. Topics included: ceremonies and meeting cadences, JIRA Epic flows and JIRA workflow UX incorporation, introduction to JIRA an ticket creation for UX, UX Kanban board setup and best practices for JIRA project management, incorporating UX into Daily Standup and Sprint Reviews, JIRA Advanced Roadmap setup and population, incorporating UX Processes, and UX Capablity/Initative/Epic refinement best practices.

User Experience Process and Methodologies
2019 | MSC Seminar

Seminar to introduce executive team and cross-company departments to UX practices, processes, roles, and success. Intro: “When customers come to our web site, we have only seconds to influence them. Join Chris as he shares processes and best practices around user experience and how we can best fulfill the user’s needs.”

User Testing 101
2019 | MSC Seminar

What usability is and why it is important (helpful tips for justification to skeptical stakeholders)

• When and how to plan for and conduct a usability test
• How to differentiate between types of testing and identify which is best for your scenario
• Test creation and moderation best practices
• Analyzing results and turning metrics into meaningful findings
• Stakeholder presentation tips to maximize impact of findings

Eye Tracking Chalk Talk
2018 | CapTech Client Seminar

Client seminar to discuss eye tracking technologies and solutions. Topics included: technology overview, choosing the right hardware/software combination, common applications, brands, metrics captured, and details on conducting lab, in context, and VR/AR studies.

Build the Right Thing: Successful BA/UX Partnerships
2018 | CLT UX Meetup

The “right thing” is not achieved solely with accurate functional and system requirements, nor solely through relevant user requirements and design. Delivering a successful project requires building a solid foundation using tools from both the Business Analyst and User Experience playbooks. At this Meetup, attendees should expect to leave with a basic understanding of the tools used to:

• Align project stakeholders
• Gather and document business and user requirements
• Align user expectations
• Define success metrics
• Set and communicate scope boundaries

Modeling Requirements
2018

Seminar for business analysists to showcase UX tools and processes that can be used to enhance their skillset and help build a solid foundation for future projects.

User/Usability Test Setup & Execution
2018

Seminar to showcase features and functionality of testing lab, setting up successful user testing environments, and benefits.

UX 101
2018

Seminar to introduce service offerings leaders to UX practices, processes, roles, and success within an Agile lifecyle, including a user testing/validation deep dive with related case studies.

Usability Testing 101 – Best Practices & More
2017 | CLT UX Meetup

Two day training seminar condensed into an hour and a half presentation covering:

• What usability is and why it is important (helpful tips for justification to skeptical stakeholders)
• When and how to plan for and conduct a usability test
• How to differentiate between types of testing and identify which is best for your scenario
• Test creation and moderation best practices
• Analyzing results and turning metrics into meaningful findings
• Stakeholder presentation tips to maximize impact of findings

Journey Mapping 101
2017

Seminar discussing preliminary and primary research practices, work sessions, mind mapping, journey map and persona development, and extracting relevant findings.

eLearning Module Creation with Adobe Captivate
2017

Seminar discussing research, training, and best practices utilizing Adobe Captivate to develop eLearning modules.

You Are Not the User — Learning the Hard Way
2016 | GIANT Conference

Intro: “Everyone has heard horror stories of these huge projects launching then flopping – full of wants and needs supplied by someone who claims to know what the user wants. Well Chris use to be one of those guys, and this is one of those stories. Join Chris as he walks you through the carnage created when you blow $350,000 on an event no one wants, and the wisdom found once the smoke cleared that fuels his passion for data-informed design.”

Designing with iRise
2016

Seminar discussing capabilities, features, and best practices utilizing iRise to develop designs, prototypes, wireframes, and documented requirements.

EDUCATION & CERTIFICATION

User Experience Analyst Certification (CXA)
2012: Human Factors International

Usability Analyst Certification (CUA)
2011: Human Factors International

Web Development and Business Programming Diploma
2001: The Chubb Institute

MCSD Training & Certifications
1999: New Horizons Computer Learning Center