Lia Quilico

312-***-**** ad3kvo@r.postjobfree.com

https://liaquilico.squarespace.com/

SUMMARY

With over 15 years of expertise, I specialize in establishing and refining UX practices to drive tangible business results through strategic collaboration with cross-functional teams. My mission is to align business requirements, user-centered design methodology, and technology to create impactful user experiences. I lead a high-performing UX team through strategic collaboration and talent acquisition, fostering excellence and innovation. I achieved this through ideation, user research, historical site analytics, and adherence to user-centered design best practices. I've successfully navigated diverse industries, including computer technology, facilities services, software, supply chain management, health and wellness, healthcare, e-commerce, pharmaceuticals, and government. Specialties: Team Building, Design Thinking, Information and Experience Architecture, User Experience Design, User Research, Usability Specialist, User Leadership, Content Strategy, Creating UX practice, Agile methodologies

• Align business requirements, user centered design methodology and technology.

• Ideate and create low and high fidelity prototypes.

• Create and refine user experience deliverables.

• Ideate solutions based on user research, historical site analytics, and user-centered design best practices.

• Establish and define overall UX design, method, and practice. PROFESSIONAL EXPERIENCE

Echo Global Logistics July 2021 – February 2024

Manager of User Experience

Leadership & Coaching:

• Successfully established and led a high-performing UX team through strategic collaboration and talent acquisition.

• Introduced Design Systems, enhancing documentation processes for improved workflows.

• Collaborated with QA, Scrum Masters, and Product Director for the continuous refinement of UX and agile collaboration. Achievements & Notable Impact:

• Executed real-time data initiatives, significantly enhancing user feedback, therefore achieving an outstanding 55% conversion rate for a new feature release.

• Advocated for Datadog to drive data-driven decision-making and championed clear communication through accessible documentation.

• Committed to leading change, innovating processes, and standardizing Agile practices for enhanced focus during Sprints.

• Identified and prioritized the need for real-time data across user-facing apps, leveraging intercepts via Qualtrics.

• Initiated data collection to gauge end-users understanding of new feature releases, fostering a unified understanding of capabilities.

• Collaborated with the business and utilized NPS intercepts to enhance feature adoption from the target demographic, providing informed decisions and executing relevant solutions. Innovative Practices:

• Streamlined tools with UX and Product teams, fostering improved collaboration, speed, and documentation.

• Advocates for exploring innovative features like Figma DevMode for streamlined processes between UX and Dev. Consulting September 2020 – July 2021

Salesforce, CIC Plus, Goods & Services

Consult as a senior Product Designer/ Lead, to execute and document user/stakeholder interviews, define interaction flow for enhanced software updates, create interactive training manual, as-is and to-be work-flow, user journeys and personas, & heuristic evaluation.

SMS Assist, Chicago, Illinois August 2018 – April 2020 Lead UX Architect

Assisted in the establishment of user experience and design thinking methodology throughout the organization, while adhering to an Agile environment.

ATI Physical Therapy, Bolingbrook, Illinois, June 2016 – August 2018 Senior User Experience Designer

Incorporated user experience processes for all of Information Technology. Conducted field studies, formal and remote usability testing, surveys, diary journal entries, persona development, ‘as-is’ and ‘to-be’ workflow, wireframes, and training guides across agile development teams. IBM, Chicago, Illinois December 2014 – February 2016 Human Factors/Usability Engineer - Contractor

Improve the usability and accessibility of sales-based products at IBM. Create workflows and user interface specifications. Conducting contextual inquiries, heuristic evaluations, and usability tests in support of these designs. Working with agile development teams. FCB Global, Chicago, Illinois May 2014 – August 2014 Strategic Planner - Contractor

Reviewed over 30 sites to assist in the consolidation of a unified experience by:

• Identification of KPIs and responsibilities per user

• Content strategy

• Envisioning of the future responsive experience through site map, scenarios and low fidelity wireframes Salesforce.com, Chicago, Illinois April 2014 – May 2014 User Experience Architect - Contractor

Conducted work-flow sessions to identify the 'as is' and the 'to be' process for each user group and their primary tasks for site redesign. Created UX artifacts, such as site map and wireframes leveraging salesforce capability and responsive design. SapientNitro, Chicago, Illinois September 2013 – February 2014 Senior Associate: User Experience Architect - Contractor As Senior Information Architect, designed navigation, built site maps, conducted interaction design, as well as, evaluated content and identified business user processes. Responsive design considerations incorporated for both proof-of-concepts and redesign engagements.

Accenture, Chicago, Illinois July 2013 – September 2013 User Experience Architect - Contractor

Created end-to-end user experience by identifying and optimizing the key facets of a manual workflow of data entry and transport of hard copy documentation through digitization of workflow onto Surface' Tablet with Windows 8 by:

• Identification of key goals and responsibilities per user

• Understanding of key pain points

• Connecting users in real time via a communication platform, to ensure issue resolution is addressed.

• Envisioning of the future innovative tablet experience through personas, scenarios, low and high fidelity wireframes Allstate, Northbrook, Illinois, March 2013 – July 2013 User Experience Architect – Contractor

• Identified seamless customer experience, define business and user requirements for a suite of applications that support Inspection scheduling and handling for auto and property.

• Leveraged current technology platform that supports future Claim’s strategy and more flexible business rules for a future enterprise-based solution by defining current and future workflows, detailed wireframes, and usability testing scenarios. AON Hewitt, Lincolnshire, Illinois June 2012 – March 2013 Customer Experience Architect (CS&E) – Contractor

• Collaborated with Customer Experience Architects, Stakeholders, Business Analysts, Visual Designer, Writer and Leadership teams to define detail requirements and low to mid-level interaction points for proper integration for base line style guide to be integrated into responsive design.

• Worked with the Product Development team to understand the vision and business goals in order to set, guide and validate overall direction of the user experience.

• Coordinated all aspects of the project from a CS&E perspective – collaborate with design and usability; create and ensure adherence to project plans; coordinate CS&E project plan with overall project schedule.

• Created customer experience goals and success matrix, journeys, and low-fidelity prototypes.

• Collaborated with designer and business analyst to create medium fidelity responsive design to be configurable in Liferay.

• Identified and communicated potential risks to web solutions and helped create ways to address them.

• Participated in post-launch activities (e.g., call listening) to evaluate the customer experience.

• Worked with the measurement lead to report post-launch results to leadership team and provide recommendations for improvements.

UXFactory, Batavia, Illinois August 20011 – May 2012 Director of User Experience

• Collaborated with Information Architects, Business Analysts, Visual Designer and Leadership teams to establish the organization, proves and delivery requirements while defining the strategy, personas/scenarios, site architecture and navigation, map out user flow and experience, and define high-level interaction.

• Established strategic web-enablement plan to establish a holistic and comprehensive web strategy including B2C.com, B2B.com, Social Media and Mobile.

• Created plans for delivery and release schedules for the UX disciplinary track

• Collaborated with the Business and Executive Management to provide guidance and direction.

• Defined user flow and recommended functionality enhancements

• Created navigation maps and wireframes supporting .com and services including Account Registration & Management, Payment Services, Claims Reporting, and more.

• Managed UX team and BA team to ensure on-time and within budget delivery.

• Provided thought-leadership and established a user-centered design approach for delivery. IBM Interactive, Chicago, Illinois 2004 – 2011

Information Architect/User Experience Designer – Senior Consultant

• Created simple click-through wireframe usability test prototype illustrating key redesign site interactions among various user segments.

• Analyzed findings and identify usability issues and propose remediation.

• Conducted Evaluation Labs with the stakeholders and target users. Interact closely with the client design and business team.

• Created and validated requirements, to ensure design alignment with data model and out of the box Cognos functionality.

• Defined overall user experience design process, including personas and scenarios, screen flows, wireframes, and documenting client feedback, identify data items and attributes.

• Collected attributes and provided recommendations for additions after analysis.

• Facilitated user scenario and user segmentation workshops, to identify a common UX method for creating wireframe design which would allow IBM Commerce team to deliver a solution for three geographies (USA, Germany, and UK).

• Created a single global baseline solution design for all geographies which adhered to requirements and identified unique geo specific features/functions.

• Created process flows, As-Is and To-Be Information Architecture for POS vendor selection.

• Directed and collaborated with teams to define and implement strategic direction for applications and web sites.

• Led mid-size teams.

• Facility business requirements workshops

Content strategy:

• Organized and analyzed over 5,000 pieces of content in the content inventory.

• Assessed in determining content attributes for migration, repurpose and identify gaps.

• Identified and mapped content elements for personalization based on design cycle, product type, content type and sales cycle.

• Reviewed existing and new content requirements and document as-is content inventory to identify current content, to-be content creation and/or revision, for new WebSphere Portal redesign.

• Created content management workflows from authoring through publication on website via the content management system which defines the style, and presentation requirements for content.

• Created Editorial Style Guide defines the voice, tone, writing style, and usage guidelines.

• Defined and documented SEO guidelines and recommendations for optimization.

• Gathered and managed over 1,000 unique business requirements and internal business documentation and insights. Give back:

• Acted as an interviewer on Interview Day; participated in numerous Project Showcases; SME Panel member and manager for IT Development & Implementation for India

• Participated in RFPs and Community Grants

Pathfinder, Chicago Illinois February 2004 – October 2004 Information Architect and Usability Specialist

• Defined and described the information relations and navigation models at the screen, module, and site level for final phase of a portal for an Arabic speaking audience.

• Identified and implemented usability standards.

• Provided usability testing to ensure proper functionality and application, test portal iterations in Arabic.

• Managed other Information Architects and collaborate with the visual designer to ensure the design meets business, technical and user’s requirements.

Manifest Digital, Chicago Illinois January 2003 - December 2003 Lead IA, Content Manager, Usability Specialist

• Developed and implemented all aspects of usability testing including user survey, heuristic evaluation, joint application design, field study and card sorting.

• Collaborated with the Information Architect on the redesign of the architecture to ensure that the structure is re-focused on the targeted end-users.

• Information Architecture for all pages of a POP Kiosk. Develop and manage content matrix, including all content and media.

• Managed two production artists, developers, copy writer, and establish working relationship with advertising agency. Illinois Institute of Technology Testing Center, Chicago Illinois January 2001 – December 2002 Usability Specialist, Content Manager, and Project Manager

• Redesign learning system for government agency by creating web site for predefined Schools (K-12). System integrated into the web site to test knowledge and comprehension through game playing.

• Managed team of 20 students

• Designed high-level and detailed architectures, detailed content matrix, and usability testing analysis.

• Presenter on the iterative process and usability results in two conferences. Centrifusion, Chicago Illinois October 1999 – February 2001 Specialist, Content Manager, and Project Manager

• Analyzed existing information structure in order to add new functionality to the web site.

• Streamlined design concept from rural to an urban environment while still maintaining the company’s brand.

• Integrated new functions to support additional user populations into a pre-existing web site while maintaining the company’s brand.

• Recommendations for the high-level and detailed architecture, wireframes, and business requirements presented to project sponsors, steering committees, and focus groups within the organization.

• Incorporated various usability testing methodologies, such as card sorting. Education

Illinois Institute of Technology, US

Master of Science in Information Architecture

Concentration in cognitive psychology and human factors School of the Art Institute of Chicago, US

Bachelor’s Degree

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