LesConcierges
San Francisco, CA
November 2001-Present

Designed the user interface for a web-based CRM system, including interviewing operations staff, observing users, and optimizing existing workflows. Created functional and design specifications. Oversaw product rollout, including creating training materials, conducting initial training, and resolving operational issues for the 20 separate teams converting to the new product. Provided ongoing staff training and support. Tracked user feedback and planned product enhancements.

Remained after successful product launch to manage several web initiatives for LesConcierges’ diverse client base. Recognized and resolved communication gaps between the Sales, Client Services and Technology departments by initiating regular contact to ensure effective use of limited IT resources.

Key participant in conceptualization and requirements definition for a substantial web project for a major credit card provider.

Octavo
Oakland, CA
January 2002-December 2004

Created the first in a series of white papers describing Octavo’s complex process for creating high-fidelity digital surrogates of rare books and other fragile artifacts. Designed for a non-technical audience of librarians and conservationists, this white paper provided an introduction to a range of issues in the fields of conservation and digital imaging, including handling techniques, lighting sources, image capture technologies, resolution, and color management.

RedSpark, Inc.
San Francisco, CA
January 2001-October 2001   

Member of product specification team building collaboration software for the manufacturing industry. Translated marketing requirements into feature specifications and interface design for complex workflows.

Functioned as liaison between marketing and engineering teams to build consensus, balancing customer demands with engineering feasibility. Worked with engineers to resolve implementation issues.

Wrote and illustrated product specification documents, including use cases, technical and user interface requirements, and workflow diagrams. Conducted usability testing on product prototypes and beta versions. Created and maintained online and printed documentation.

California Public Utilities Commission (CPUC)
San Francisco, CA
Spring 2000

Member of a small consulting team that performed a Needs Analysis and Workflow Study of the Consumer Affairs Branch of the CPUC, as a prelude to developing a web-based complaint-handling system. Interviewed and observed approximately 40 staff members, ranging from entry level to management. Analyzed current complaint-handling processes. Created recommendations for a phased approach to streamlining workflow prior to creating an automated system.

The Linde Group
Emeryville, CA
September 1998-December 2000

Team lead for web development group building mid-size web sites and applications for diverse clients including Logitech, BART, Amtrak and Robert Mondavi. Led initial needs assessment, feature specification, visual and user interface design. Created HTML templates and production graphics and had some involvement in scripting, database development and server administration tasks. Managed development team to ensure projects finished on time and on budget.

Extensive involvement in defining and documenting efficient processes for web development, including internal procedures as well as policies for client interaction.