Steven Chaffin

Senior Experience Designer

PROFILE

I want to help your team grow products and thrill your end users.

I spent 21 years in the Air Force. When I retired, I started a career where I create instead of destroy.

In the 1990s, I started a hobby creating and editing websites for friends and family. By the time I left the Air Force, I had created and edited dozens of websites. While doing this, my focus was on making them easy to use. After the Air Force, I went back to school and turned my hobby into a career.

I love solving challenges for users. Finding unique ways to jump users to the final answer they need in a way they trust. Understanding the user’s point of view allows me to see things other team members may not have noticed. Often, I find small adjustments to existing designs can fix major usability problems. Having a clear understanding of accessibility and how to design inclusive systems is critical to meeting user expectations.

CONTACT

PHONE:

407-***-****

WEBSITE:

www.stevenchaffin.com/

Password UX1234

www.linkedin.com/in/chaffinux/

EMAIL:

ad34nr@r.postjobfree.com

HOBBIES

Photography

WORK EXPERIENCE

Wongdoody/Infosys, Principal Experience Design

Jun 2015–Sep 2023

Asked to redesign a 25-year-old trouble ticketing system. My team quickly identified key users missed by the project owners. We conducted detailed user research, identifying 85 individual workflows with hundreds of permutations. To simplify the design, Artificial Intelligence was used to display information in a concise way, while using pop-ups to display additional data when needed.

Tasked with fixing a failed SaaS launch, facilitated design thinking workshops to get all client teams aligned and created a product roadmap. Refactored visual display and Information Architecture receiving exceptional user feedback during testing.

I have worked with dozens of clients including: American Express, Bank of the West, Barclays Bank, BHP, BP Lower 48, Citi, DTCC, Hershey’s, Infiniti, John Deere, Movement Mortgage, Nissan, Synopsys, T-Mobile, Verizon, Walmart, and World Bank.

Highmark Health Inc., User Experience Analyst

Jun 2012–Jun 2015

Asked to modernize call center software. Conducted work studies to turn 100+ mainframe screens into a two-page application. Reduced task completion times by up to 400%.

Users were struggling to find benefits on our provider and customer portals. I conducted baseline testing. and found 9 out of 10 users could not find common coverages. Solved with context changes and different search, and used A/B testing validate solution.

Computer Aid Inc., Technical Development Intern

Aug 2011–Apr 2012

Asked to extract potential jobs from government websites. Identified info needed, coded, tested, and launched the tool. Saved sales time finding jobs and extracting to our database.

Refactored an estimation tool that had major database bugs. Added several new features. Sales team launch was a great success with 90% of our sales team using within first 60 days.

Penn Detroit Diesel, Service Advisor/Manager

Dec 2008–Aug 2009

Primary customer interface, managed field personnel, coordinated repair costs and approvals with customers, posted payments received.

Alban Caterpillar, Service Advisor

Mar 2007–Dec 2008

Scheduled all routine maintenance and after-hours work ensuring parts were drop shipped to specific locations based on work site.

United States Air Force, Flight Chief

Jun 1985–Mar 2007

Managed an aircraft maintenance shop of 90+ personnel, supporting 27 assigned F-15E aircraft.

EDUCATION

Pennsylvania State University

Aug 2009 – May 2012

Bachelor’s of Science Information Sciences & Technology, Systems Design and Development, 3.97 GPA

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