WORK

PROJECT TYPES

Project types available for review upon request

  • Strategy: product roadmap/strategy work
  • Building the right thing: personas, journey maps, research activities, and how they were incorporated into creating experiences
  • eCommerce: full customer lifecycle including cart/checkout and shopping funnel – B2B or B2C
  • Mobile or touch screen specific
  • Information architecture: Classification/hierarchy (Taxonomy), Labels/tagging, Navigation & Wayfinding, Search 
  • Internal applications and/or process improvement
  • Integrating financial literacy and/or educational content in an engaging way
  • Financial industry specific – fintech, personal advisor services, 401k, trusts, taxes & cost basis, etc
  • User Research & Testing: qualitative / quantitative, formative / summative
  • Building out ux teams: roles, processes, structure, etc

CASE STUDIES

Project Description Link
Navigation Redesign Project Enterprise-level website taxonomy, navigation, and masthead redesign project aligning product/business goals with customer journeys. Artifact: Stakeholder & Roadshow Figma Sample
Positioning Top Bank to Identify Future Marketing
Opportunities & Expand Customer Accounts
Project using existing client research, secondary market research and primary research initiatives, to study consumer interactions with digital experiences in retail financial centers to develop related Journey Maps & Personas. Artifact: Published Case Study
Financial Services Website Redesign Project overview showcasing methodologies used to identify customer pain points, areas for improvement, and to craft a user-centered strategy supporting business goals and objectives. Artifact: Stakeholder & Roadshow Presentation Sample
Establishing UX Processes Initiative to establish standardization of UX workflows, processes, systems of record, project requirements, deliverables, and UX best practices. Artifact: Stakeholder & Roadshow Presentation Sample
Defining Cross-channel User Experiences Cross-channel user experience strategy and roadmap of enterprise-level initiatives for Financial Advisor Services, and Digital Advisor offerings. Artifact: Stakeholder & Roadshow Presentation Sample
Current State Analysis & Roadmap for establishing a successful UX practice UX Strategy and Roadmap for a B2B eCommerce company: defining client strategy, establishing business and UX processes, developing a consistent client experience with a unified design system. UX team practice area structure, roles, responsibilities, processes, systems, and employee development plans. Artifact: Stakeholder & Roadshow Presentation Sample
GIANT, UX Conference Talk: You Are Not the User Conference talk/retrospective on Importsouth.com for the 2016 GIANT conference in Charlotte, NC.
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 used 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.”
Artifact: Conference Presentation

PROJECT LIST

High-level list of projects

DOW JONES

ROLES: UX Director, UX Architect, UX Researcher
BRANDS: WSJ, WSJ Exec edition, WSJ+, WSJ Video, Barron’s, MarketWatch, MarketWatch VSE, Mansion Global, FNLondon.
CHANNELS: Website (16/12/8/4), Mobile Apps, iPad App

Project Description
DJ Digital Transformation UX Process standardization, project intake, JIRA standup and rollout, team structure/roles/responsibilities
UXA Documentation and processes Standardizing the “Definition of Done”: UX documentation, deliverables, artifacts, milestones, etc
WSJ Personas Build out of Wall Street Journal personas: Demographics, User Goals, Motivations, Areas of Interest, News Sources, Preferred Tools / Channels, Preferred Media Formats, Brand Relationships, Tasks, Drivers, and Barriers to Subscription
Barron’s List & Rankings View project
WSJ Exec Edition Incorporation of Signals, Companies, Industries, and personalization of WSJ Executive Edition offering for consumers.
MarketWatch Virtual Stock Exchange App View project
WSJ NextGen Redesign Spring 2024
WSJ.com NextGen – masthead/navigation redesign Enterprise-level website taxonomy, navigation, and masthead redesign project aligning product/business goals with target customer personas. Spring 2024
WSJ NextGen – Section fronts (Autofeed, High Touch, Preset Redesign of the three section front page templates across DJ properties
Barron’s Stock Screener Spring 2024
MarketWatch.com – masthead/navigation redesign Enterprise-level website taxonomy, navigation, and masthead redesign project aligning product/business goals with target customer personas. LSpring 2024
FNLondon.com Conversion of website to a single page app View project
WSJ College Rankings Build out of DJ’s first accessible table featuring College Pulse Rankings for best colleges in 2024. The project surpassed yearly business goal within first week. View project

VANGUARD

ROLES: UX Strategist, UX Architect, UX Designer, UX Researcher
TEAMS: Tax & Cost Basis, Mobile
CHANNELS: Website (16/12/8/4), Mobile App

Project Description
Tax & Cost Basis Current State Analysis Audit of current Tax and Cost Basis Client experience across channels & competitive analysis.
Tax & Cost Basis ZBD/MVP North Star Vision workshop, ZBD/MVP identification, and roadmap creation
Tax center Redesign of the Tax Center landing page and all connected pages within the client journey to allow clients to easily understand which tax forms they will be receiving, when they will be available, and how they will be receiving (digital or mail)
Advice Mobile MVP & Pivot to value based approach – PAS/DA
PAS Cross-channel user experience strategy Roadmap of enterprise-level initiatives for Personal Advisor Services across channels
PAS – Appointments Redesign of appointment scheduling for Advisor clients.
PAS Mobile Roadmap and CXD alignment Creation and alignment across teams of the PAS roadmap for the mobile app for FY2022.
UX Process standardization and incorporation into Jira / Agile teams Establishing UX/JIRA workflows, processes, systems of record, standardization of project requirements, deliverables, and UX best practices across a Financial Services CXD departments, Families, & Labs.

MSC INDUSTRIAL SUPPLY

ROLES: UX Manager, UX Strategist, UX Architect, UX Designer, UX Researcher
CHANNELS: Website, ControlPoint App

Project Description
UX strategy & roadmap Process documentation, analytics analysis, accessibility eval, heuristic analysis
Product information Research Project National survey, customer data audit/identification, interviews/ethnographic studies, remote interviews
ForeSee customer feedback PO/research Surveys, weekly/monthly rollups
Analytics rollup Business partner training and communication of common customer behaviors and areas of opportunity 
Persona development What people buy, What they do, Who they are, how/when to talk to them and what to say
National industry survey National survey based on addressable market (NAICS codes) and census
Styleguide/UDS mscdirect.com/styleguide
Page guidelines  
Career pathing  
UX processes Sizing/loe, scheduling, prioritization, governance, utilization, Discover/define/design/validate/implement
Project management system/process stop the bleeding, crawl, walk, run and systems of record
HTML banners  
HTML banner mockup tool html based banner mockup tool for business partners to easily plan for and mockup responsive marketing banners 
Product Finding/Experience Team Pilot  
UX 101  
Accessibility PO  
Brand integration  
SEO team PO  
Release UX PO  
Safety  
Metalworking  
Controlpoint app  
Multi-select facetted navigation  
Terminal node/search results redesign  
Heuristic analysis and vendor recommendation consolidation  
New process identification and integration Jira and system consolidation

CAPTECH CONSULTING

ROLES: UX Manager, Project Lead, UX Lead, UX Architect, UX Designer, UX Researcher
CLIENTS: Bank of America, Capital One, Navy Federal Financial Group, Wells Fargo, Wells Fargo Institutional Retirement and Trust, Wells Fargo Fiduciary and Trust Services, MySchoolBucks, HMS Host, Premier, Marriott, Strateratec, Delta

Project Description
Wells Fargo IRT – Investment Models 401k investment models – desktop and mobile
Wells Fargo IFS trust – desktop and mobile
Wells Fargo IRT – Reallocate 401k reallocation – desktop and mobile
Wells Fargo IRT – AutoRebalance 401k auto rebalancing – desktop and mobile
Wells Fargo IRT – Participant Dashboard User Testing 401k participant dashboard remodel – desktop and mobile, national 401k survey
HPS – myschoolbucks Prototype and moderated user testing – mobile app
HMS Host Usability review – mobile app
VATax (auditors) Discover / define for proposal
Ohio Business Gateway Discover / define for proposal
iRise Lunch & Learn iRise best practices
Wells Fargo – Capabilities competitive analysis – mobile capabilities
Wells Fargo – CX Assessment Wells Fargo expert review – mobile app and mobile web
UX Templates CapTech UX deliverables and user testing templates
Premier – CPGB Discover / define / design for internal application
Marriott Journey Map Associate journey map for support requests – current and future
Utility Survey National survey to understand consumer insights for solar energy
Capital One – ModelONE Discover / define / design for internal application (modeling)
DHS – Strateratec Government design sprint using US Web design system and processes
Navy Federal Discover / define to design for proposal
Hospitality Survey National survey to understand customer insights into traveling/hospitality
Wells Fargo – eDocs Discover / define /design for statements on mobile web/app
Wells Fargo – Captivate Build out of captivate training templates and software training
Bank of America – Founders Hall Define / design of large touchscreens using better money habits
Premier – CAMS Discover / define / design for internal application
Captivate Lunch & Learn  
UX Meetup – Usability Testing 101   
Bank of America – Journey Map Financial center journey maps and personas (4 Journey Maps and 10 Personas (6 associate, 4 customer)
Wells Fargo – Captivate POC  
Bank of America – Enhanced Center Kiosk  
Bank of America – Goat game/app(journeys)  
Axure journey map template and library  
iOT Survey national survey to understand smart speaker users for reports
Eye Tracking recommendations  
Delta Innovation Pitch  
IFS/Trust SOW  
CX repository  
Wells Fargo – Global Component Audit  
Wells Fargo – Retirement Income Estimator User Testing
Usability lab buildout  
BA/CX Training: Modeling Requirements  
UX meetup – successful ba/ux partnerships  
UT Lab Setup/101  
CX 101  
BA Training: Current and Future Process Documentation  
Insights SO Presentation  
Electrolux  
Wells Fargo – User Testing vendor deck  
Research/Insights Training  
User Testing SO   
Wells Fargo – Global Component Audit  
Delta – Innovation Pitch Rewards member application/concierge   
Wells Fargo – IFS Trust iRise overview/proposal  
Bank of America – Queuing User Testing  
Bank of America – Eye Tracking Chalk Talk  
CapTech Website  
Navy Federal – NFFG  
Bank of America –  Collections  

SketchLEFT

ROLES: UX/Creative Director, UX Designer, UX Architect, Front-end Dev, Back-end Dev, Business Analyst, Graphic Designer, UX Researcher
CLIENTS: 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

Project Description
tbd  

SNAPAV

ROLES: UX Lead, UX Strategist, UX Architect, UX Designer, UX Researcher
CHANNELS: Website, Proprietary Hardware Management Softwares

Project Description
Styleguide/UDS  
HTML banners  
Website re-architecture  
Websphere commerce migration/customer onboarding  
Styleguide  
Page guidelines  
Dealer application & onboarding  
Wattbox  
Persona and journey map development  

AMWINS

ROLES: UX Lead, UX Strategist, UX Architect, UX Designer, UX Researcher
CHANNELS: Website, Internal Applications

Project Description
Underwriters process/journey map  
Styleguide/UDS  
Document management  
AmLink re-architecture  
Binding process  
Underwriters dashboard  
Ethnographic studies/user interviews (roles throughout quoting process)  
General Liability   
Property Coverage  
Quoting process re-architecture/automation  
Underwriters process/journey map  
Styleguide/UDS  
Document management  
AmLink re-architecture  
Binding process  
Underwriters dashboard  
Ethnographic studies/user interviews (roles throughout quoting process)  
General Liability   
Property Coverage  
Quoting process re-architecture/automation  

LOWES

ROLES: UX Lead, UX Designer, UX Architect, UX Researcher
CHANNELS: Website

Project Description
Styleguide/UDS  
Shopping path/category user testing – eye tracking  
Masthead/main navigation  
Homepage  
  Redesign  
WSC integration  
Adobe integration  
Installation  
Category page guidelines  
Grills  
Patio  
Credit  
Appliances  

MOTORSPORTS MANAGEMENT INTL (MMI)

ROLES: Interaction Designer, Front-end Dev, Back-end Dev, Business Analyst, Graphic Designer, UX Researcher
CHANNELS: Websites, Internal Applications
CLIENTS: kaseykahne.com, tonystewart.com, etc

Project Description
KaseyKahne.com  
TonyStewart.com  
KyleBusch.com  
Michael Mcdowell   
Vaughn Gittin Jr  
Kasey Kahne Foundation  
KlubKahne  
Kasey Kahne Racing  
Aric Almirola   
Tony Stewart Racing  
Jamie McMurry  
MMI98.com  
MMI Expense report system