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EXPERIENCE |
User Interface Design
Consultant*
Nuance, Burlington, MA |
10/2005 - present |
| Perform user interface design
for web (AJAX) based search application. Analyze user needs
and workflows. Work with product management, developers and
graphic designers to translate workflows and user needs into
effective screen designs. Design and conduct usability tests,
and provide recommendations for interface design improvements
based on usability test results. |
|
User Interface Design/Strategy
Consultant *
The Vanguard Group, Valley Forge, PA |
1/2006 - present |
| Provide user interface and
strategy consulting related to client identification and security.
Analyze customer needs related to secure identification and
authentication over the phone (for both automated phone systems,
and with customer service representatives. Investigate alternative
phone security technologies, including biometrics (speaker verification).
Develop strategy and approach for enhancing phone security,
and document approach through sample call design. |
|
Voice User Interface
Designer*
Nuance, Burlington, MA |
1/2003 - present |
| Lead user interface teams in
performing analysis and design for speech-recognition phone
systems. Work with clients to conduct needs assessment, gather
requirements and develop caller profiles. Translate customer
requirements into system call flows and user interface designs.
Script and record sample phone calls to illustrate proposed
system design. Write prompts, direct voice talent in prompt
recording and perform audio processing of recorded prompts.
Write user interface specifications, conduct usability testing
and evaluate user interface performance as systems are rolled
out. Use data analysis tools to analyze and tune performance
of deployed systems. |
|
IVR Interface Designer*
The Vanguard Group, Valley Forge, PA |
7/2003 to 12/2005 |
| Provided user interface consulting
in the redesign of a mixed touchtone/speech IVR for call routing
and automated account information. Analyzed existing systems
and integrated several systems into a unified user interface.
Wrote and recorded sample calls, assisted with design of call
flows and user interface specifications, and assisted in design
and execution of usability tests. Conducted user interviews
to identify priorities for system enhancements. |
|
Usability Engineer/User
Interface Designer*
Network-1, Inc., Waltham, MA |
3/2001 - present |
| Conceptualized and designed a web-based user interface
for a distributed firewall software product. Conducted customer
interviews to assess strengths and weaknesses of current product.
Performed user analysis and task analysis to help prioritize
needs for product functionality. Created the product's information
architecture. Developed product visual design and typography.
Wrote detailed product requirements. Built functional, fully-detailed
user interface prototype using HTML, DHTML, XML and JavaScript.
|
User Experience
Designer *
Cogentric, Wakefield, MA |
9/2000 to 12/2000 |
| Designed user interface for web-based security
and performance assessment application. Conducted user analysis
to characterize the key users of the application. Conducted
task analysis to identify the primary tasks that each user would
complete. Designed the information architecture of the application
through multiple iterations. Completed a working prototype of
the user interface using Dreamweaver, HTML and JavaScript. Presented
user interface design concepts to senior management. |
Usability Engineer
*
The Vanguard Group, Valley Forge, PA |
1/1993 to 9/2000 |
|
Provided a full range of user centered design services. Major
projects included:
- Started and managed corporate usability team.
- Wrote corporate user centered design methodology, and
prepared examples and templates of all user centered design
deliverables. Instituted user centered design methodology
as part of Vanguard's standard system design methodology.
- Developed corporate standard for writing user interface
specifications and developed Microsoft Word-based UI specification
tool.
- Developed a customized user centered design methodology
for a multi-team, component based system development process
and trained all project teams in this methodology.
- Designed user interface for 401k termination processing
application. Conducted user and task analysis. Facilitated
workflow teams to document current and future state workflows.
Participated in writing system functional requirements.
Facilitated multi-disciplinary team in writing UI requirements
and designing user interface. Completed user interface mockups
and prototypes. Conducted usability testing. Designed and
wrote user interface specification.
- Conducted redesign of a suite of ten applications used
by Vanguard's Institutional phone center. Conducted contextual
interviews of phone associates. Wrote summary report to
management recommending UI requirements for new system design.
Conducted focus groups of users and management to collect
functional and UI requirements. Conducted task analysis
of all phone center processing tasks. Lead multi-disciplinary
teams in design of new user interface for applications.
Created UI prototype for new applications. Conducted multiple
rounds of usability testing, documented usability testing
results and recommendations, and presented results to management.
Wrote application user interface standards. Conducted follow-up
focus groups and interviews after application was launched
to determine success of the application and to gather requirements
for future project phases.
- Lead brainstorming sessions to design future vision of
integrated personnel data management system. Conducted user
and task analysis for system. Created user interface prototype,
and presented prototype to senior management and to product
development teams.
- Developed several training courses on usability and user
centered design, and trained product design teams on usability
methods.
- Designed user interface for a suite of applications to
support the Retail call center. Participated in collaborative
design team sessions. Completed user interface mockups.
Conducted user walkthroughs and usability testing.
- Conducted usability testing and provided UI recommendations
for a new account processing application.
- Wrote corporate UI standards for client-server applications.
- Documented current state business process workflows of
Human Resources department.
- Designed user interface for Institutional Operations loan,
withdrawal and exchange processing system. Facilitated design
team in documenting departmental workflows, writing functional
and user interface requirements, designing user interface
and conducting usability testing.
- Facilitated multidisciplinary team in documenting current
and future state business process workflows for Institutional
self-directed 401k stock purchase system.
- Prepared training seminar on web usability, and delivered
to Vanguard's entire web design division.
- Wrote corporate UI standards for interactive voice response
systems.
- Conducted usability testing and provided UI expert review
for the Vanguard Bridge, a web site for 401k clients.
- Conducted usability testing and provided UI expert review
for Vanguard Online, a proprietary web site for 401k plan
participants.
- Conducted usability testing and provided UI expert review
for the transaction processing area of Vanguard's public
web site.
- Conducted usability testing and a competitive analysis
of Vanguard's Retail interactive voice response system.
- Conducted usability testing and a competitive analysis
of Vanguard's Institutional interactive voice response system,
redesigned the user interface to this system, and conducted
usability testing of the new user interface.
- Designed the user interface for the Vanguard area of America
Online.
- Designed the user interface for Java-based corporate literature
fulfillment system. Conducted user walkthroughs and multiple
rounds of usability testing. Wrote user interface specification.
- Participated in multidisciplinary team to write corporate
UI standards for all web-based applications and web sites,
and to develop a web site to present these standards to
product development teams..
- Designed UI architecture for web-based processing desktop
for the Institutional Operations division. Lead multidisciplinary
team in reviewing departmental workflows and existing Windows
and character based user interfaces, and designing a browser-based
UI to replace these legacy systems. Designed prototype of
new user interface, and presented user interface to senior
management.
- Designed user interface for web-based process scheduling
system. Facilitated user interface design sessions, designed
UI mockups and prototypes, conducted usability testing,
and wrote system user interface specification.
- Wrote and produced HTML-based UI style guide for the Institutional
Operations web-based desktop.
|
Usability Engineer
*
Bose Corporation, Framingham, MA |
7/1995 to 7/1996 |
| Conducted expert evaluation of user interface
hardware, software and documentation for a home theater audio
system. Conducted a usability training seminar for product design
teams. Lead product teams in collaborative user interface requirements
gathering sessions. Assisted in recruiting and hiring of usability
staff. |
Usability Engineer
*
Monsanto, Springfield, MA |
6/1991 to 11/1992 |
| Conducted contextual analysis of engineering
operations of a plastic manufacturing plant. Studied manufacturing
process to determine usability deficiencies in existing information
systems. Observed and documented physical environment of plant.
Designed user interface mockups and prototypes of systems for
improving communications among engineering and manufacturing
personnel. |
Usability Engineer
*
Digital Equipment Corporation, Maynard, MA |
6/1989 to 5/1991 |
| Assisted in design of software for control of
chemical manufacturing plant. Conducted contextual interviews
of control plan operators. Performed task analysis of control
room operations. Wrote user scenarios to capture and explore
user interactions. Designed user interface mockups and prototypes
of collaborative control software user interface. |
User Interface Designer
*
ESCA Corporation |
11/1988 to 4/1989 |
| Designed the user interface for a system used
by electric utilities to monitor power distribution. Conducted
observations and interviews of system users. Worked with engineering
team to design prototype user interface screens. |
Usability Engineer
*
SmartRoutes Corp, Concord, MA |
9/1988 to 12/1988
|
| Provided user interface consulting on the design
of an intelligent traffic information collection and distribution
system. Reviewed and advised on design of hardware, software
and documentation. |
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| * As consultant |
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Senior Human Factors
Engineer
Digital Equipment Corporation, Maynard, MA |
7/1983 to 12/1988
|
|
Performed human factors design, evaluation and testing of
computer hardware, software and documentation. Specialized
in hardware and software usability testing, interface design,
and video display and printer human factors. Responsibilities
included:
- Participating in product design teams through all stages
of product development.
- Performing task analyses, usability testing and controlled
experimentation.
- Administering customer questionnaires and interviews,
conducting product evaluations, and designing hardware and
software user interfaces.
- Managing project activities, budgets and personnel.
- Designing and executing product evaluations.
- Writing and presenting evaluation results.
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| EDUCATION |
|
Tufts University, College of Arts and Sciences
B.S. in Engineering-Psychology. Dean's list. December 1982 |
TECHNICAL SKILLS
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| Macromedia Dreamweaver, Macromedia Fireworks,
HTML, JavaScript, Visual Basic, Visio, Word, PowerPoint, Excel,
Paintshop Pro |
| PUBLICATIONS |
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Kukla, Charles, Morse, Robert, Clemens, Elizabeth, Cash,
Debra. Designing Effective Systems: A Tool Approach, in Paul
S. Adler and Terry A. Winograd (eds.). Usability : Turning
Technologies into Tools, Oxford University Press, 1992.
Kukla, Charles, Morse, Robert, Clemens, Elizabeth, Cash,
Debra. An approach to Designing Effective Manufacturing Systems,
Proceedings of the Conference on Technology and the Future
of Work, Stanford University, 1990.
Morse, Robert S. Glare Filter Preference: Influence of Subjective
and Objective Indices of Glare, Sharpness, Brightness, Contrast
and Color, Proceedings of the Human Factors Society 29th Annual
Meeting, 1985, 782 - 786.
Kreifeldt, J.G. and Morse, R. The Moment of Inertia of Common
Objects: A Prediction Equation and its Relevance to Design,
Proceedings of the Human Factors Society 27th Annual Meeting,
1983, 787 - 801.
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