Future: I'm looking forward to working with brilliant colleagues on challenging projects. I'm most fulfilled when working with interdisciplinary teams on a complex, information-rich product or environment.

Highlights: I've evaluated and designed many products including web and software applications, kiosks, and handheld devices, and have worked with clients in the consumer electronics, financial, health care, non-profit, government and ecommerce industries. I'm an industry-recognized expert in customer-centered design techniques and have been interviewed by Forrester Research for reports on persona development, participatory design, and evaluation methods. I've also developed innovative methods for evaluating existing products and for understanding customer needs and their affect on the design of breakthrough technology products. I'm also skilled at project management and business development.

For more on my career, see my Curriculum Vitae in MS Word [67kb] or as a pdf [60kb]. You can also see my Portfolio as a zipped Microsoft PowerPoint presentation [6.2mb] (for more explanation on the slides, view the Notes section in PowerPoint by opening the View menu and selecting "Notes Page"), and as a pdf of the Notes Pages [2.6mb].

Some of my papers, written with colleagues, are also available:

• Designing for a pervasive information environment: The importance of information architecture: [522kb pdf, coauthors: Aradhana Goel and Mickey McManus of MAYA Design, Inc.] We discuss a project that MAYA worked on with the Carnegie Library of Pittsburgh in which we designed the information architecture for a large, public library system. This paper won an award for Best Short Paper at the British HCI 2003 Conference. [Aradhana and I presented this paper at the 2003 HCI Conference.]

• Communicating the priority of problems discovered during a product evaluation: [108kb pdf, coauthor: David Bishop of MAYA Design] This paper discusses the method that MAYA uses to evaluate products, prioritize issues, and communicate the Return-on-Investment (ROI) involved with making improvements to a product. [I presented it at the XVth Triennial Congress of the International Ergonomics Association (IEA) 2003 in Seoul, Korea.]

• When you can't talk to customers: using storyboards and narratives to elicit empathy for users: [available via ACM Digital Library, coauthors: Aradhana Goel and Mickey McManus] We discuss several indirect methods of gathering information on customers when circumstances prohibit talking with them. In particular, we discuss how we: (1) used customer surrogates (in the form of direct-experience storyboarding, personas and narratives) to understand customers' frustrating and pleasurable experiences with a national, public library; (2) communicated the customer experience to stakeholders and helped them empathize with customers; and (3) relied on the personas and narratives to develop design recommendations. [Aradhana and I presented this paper at the 2003 Designing Pleasurable Products and Interfaces Conference.]

• Fixing what matters: Accounting for organizational priorities when communicating the results of a product evaluation: [148kb pdf, author: Steve Fadden] In this paper, we discuss a challenge that many usability practitioners face: combating the common "quantity over quality" approach that many product teams take when addressing usability problems. To encourage a team to fix important problems first, practitioners need to understand the team's priorities and take these into account when presenting their findings. [Presented by Steve at the 2003 Usability Professionals' Association (UPA) Conference.]

• An Integrated method for evaluating interfaces: [708kb pdf, coauthor: David Bishop of MAYA Design] This paper discusses how MAYA developed a method that integrates user research, heuristic evaluation, affinity diagramming, and cost-benefit charts to create a usability evaluation report that people can use to plan both short- and long-term improvements. [I presented it at the 2001 Usability Professionals' Association (UPA) Conference.]