I solve problems.
Branch Chief
Department of Homeland Security
November 2024 - present
I lead a team of researchers, designers and trainers. I work with stakeholders across DHS, helping them define the complex challenges of meeting their customers’ needs. I work with component leadership, staff and contractors to develop strategies and implement tactics.
Customer Experience Lead
GSA’s Centers of Excellence
March 2019 - November 2024
I managed projects and multidisciplinary teams that included federal employees and contractors, supervising human-centered design activities to assess and improve the experiences of federal customers and federal workers.
UX Consultant
U.S. Digital Service
April 2016 - March 2019
I provided leadership and innovative solutions for the Department of Homeland Security as part of the unique public sector experiment that was the U.S. Digital Service.
UX Consultant
Independent
April 2014 - April 2016
I provided expertise, leadership and facilitation to private and public clients that included Volkswagen USA, American Society of Civil Engineers and the Royal Bank of Canada.
Director of Mobile Experience Design
Marriott International
September 2012 - April 2014
I led the transformation of Marriott International’s mobile experience design practice. In collaboration with Experience Design directors and the Experience Design Senior Director, redefined the experiences of Web users on the full spectrum of devices.
Associate Creative Director
Sapient Government Services
November 2007 - September 2012
I translated user needs, business objectives and technology capabilities into effective user experiences. Responsible for the overall design, navigation, organization, usability and business process engineering for digital solutions and software.
Director of User Experience
Public Broadcasting Service
May 2005 - November 2007
I managed the design, information architecture and Web analytics resources for the Public Broadcast Service's Interactive team. Responsible for the user experience of PBS.org including the overall information design and usability of the site.
Earlier Experience
Washingtonpost.Newsweek Interactive, 1998 - 2002
Director of Site Development: Initiated and managed a massive effort to align the company's business and user goals.
Director of User Experience: Created a department to act as the company's user and user experience advocate. Introduced information architecture and related tools and processes to the organization; designed and analyzed user testing; designed and led user-centric process for Entertainment Guide re-launch.
Design Manager: Managed design resources for online classified products and later a local portal and e-commerce product.
Tribune, Inc., 1988 - 1998
Senior Producer, Design and Production: Launched sites and supervised design and production resources on both America Online and web platforms.
Associate Editor, XS Magazine: Designed, built, and launched magazine's first web site. For the print product, designed weekly pages and provided illustrations and photo editing. As interim managing editor, assigned and edited stories and supervised copyediting.
Art Director, iCE Magazine: Launched arts and entertainment magazine. Designed weekly pages and supervised production system. Recruited and supervised freelance illustrators and photographers.
Layout Editor, Sun-Sentinel newspaper: Designed Metro sections for major newspaper.
About me
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I’m a designer, consultant and civic tech pioneer. I spend most of my time creating spaces where human-centered design and service design can flourish. I’ve spent the last decade experimenting with federal government service, but I worked the bulk of my career for industry leaders that included The Washington Post Company, Marriott and the Tribune Company.
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I co-wrote and illustrated Designing the Conversation: Techniques for Successful Facilitation. It is a complete guide to developing the facilitation skills you need to communicate effectively and design fully engaging experiences.
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I have spoken at a wide variety of conferences across the world including South by Southwest, UX Australia, EuroIA, the IA Summit, UXPA and WebVisions.
I helped program and run five Rosenfeld Media conferences (EnterpriseUX.)
I created, designed and facilitated a series of successful day-long workshops for user experience professionals (Cranky Talk Workshops.)