Automated IT Usability Survey (ITUS)
The Auto-ITUS (IT Usability Survey) is a tool used to create, distribute, and evaluate real time usability surveys. It was designed and developed out of the t was designed and developed out of the need to enable application product teams to gather actionable user experience feedback – quickly and easily, ensuring that enterprise applications meet usability standards. The tool is automated, customizable and includes report and trend data.
UX Digital One-Stop-Shop
The UX One-stop-shop is a cross-organizational UX digital presence designed and developed to: (1) connect employees with a variety of UX resources and services including: design standards and guidelines, reusable assets, research results, UX process and methodology best practices, tools, training / coaching material for agile development teams, etc. (2) promote UX team marketing, direct contact points and next steps (3) highlight success stories showcasing examples of UX in action.
Training and Development Resources
UX Training and Development
With strong demand for user experience skills and a limited budget to hire more additional supply, I architected and launched a framework to provide an infrastructure to foster enterprise-level internal UX talent opportunities. The program included an internal User Experience certification offering that provided just-in-time learning experiences, with additional services in place to support ongoing skill opportunities and attainment.
Over time, as the enterprise environment shifted from waterfall to agile, the model additionally integrated with DevOps and Agile training / coaching methodologies and practices.
Support Agent Workstation
Support Insights
Support Insights was a multi-pronged initiative to understand employee IT support as well as the experiences of the call agents who served employees. High ticket call volume, low customer survey satisfaction scores, and a variety of mounting evidence indicated challenges for both employees and call center agents. The results were the implementation of a new service management platform for service agents as well as a new and improved portal for employees seeking IT help, both which relied heavily on the insights of the research I led.
Supplier Homepage Level 1
Supplier Experiences
The goal of the supplier experience project was to better understand the supplier user base for a large, enterprise company. We were interested in gathering perceptions of digital capabilities and requirements, as well as their experiences with other companies. I lead a small team of systems analysts, product owners, and transition change managers to research supplier tools / process / capability needs. By doing so we established stronger insights into various supplier segment pain points setting the foundation for the creation of enhanced supplier experiences.
HR Help Agent
Human Resources Help
The Get HR Help Project vision was to create a central entry for point for US-based employees and reduce volume to provide relief for the contact center. The project involved a multidisciplinary team of HR and IT professionals working together to implement a streamlined, clear, and consistent customized entry point, while integrating vendor-based conversational AI (artificial intelligence) virtual agent capability.