Brooke Castaneda Radford

Automated IT Usability Survey (ITUS)

The Auto-ITUS is a tool used to create, distribute, and evaluate real time usability surveys. Throughout various product phases I served as UX Research & Design Coach, Product Owner, and Service Owner to enable application product teams to gather actionable user experience feedback.

UX Digital One-Stop-Shop

On the UX Digital One-Stop-Shop I served in multiple capacities including UX Designer / Developer, UX Research and Design Lead, Content Manager, UX Training and Development Lead, and Product Owner to deliver a cross-organizational UX digital presence.

UX Training and Development

As UX Learning & Development Program Owner and UX Research & Design Coach I  architected and launched a framework to provide an infrastructure to foster enterprise-level internal UX talent opportunities. The model additionally integrated with DevOps and Agile training / coaching methodologies and practices.

Support Insights

Support Insights was a multi-pronged initiative where I served as human factors engineering lead to understand employee IT support as well as the experiences of the call agents who served employees.

Supplier Experiences

As Human Factors Engineering Lead and UX Research Coach I led the supplier experience project’s goal to better understand the supplier user base and digital requirements for a large, enterprise company.

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.