User Experience Customer Service

Lloyd E. Hervey, II

UX Leader and Strategist

*****.*.******.**@*****.*** • 312-***-****

LinkedIn • Chicago, IL, 60654

Portfolio (Various Project Samples)

Accomplished and creative UX leader with comprehensive experience in product management and user experience optimization, as well as driving unprecedented business growth.

Demonstrated success in developing best digital strategy for web/mobile-based information, architecture, and user-centered design, while validating usability principles. Strong background in proposing creative solutions, devising user-focused product roadmaps, exploring innovative prospects, iterating, and strategizing on customer service experience-led designs in line with client, industry, and technology mandates. Stellar track record of saving costs, capitalizing on profitability, championing product excellence, and amplifying user satisfaction. Substantial history of developing digital experiences, storytelling, and conversion optimization. Well-versed in analyzing users’ interests and prospecting robust solutions. Expert in assimilating service requirements and technologies into portfolio, while establishing systems and processes to drive user adoption as per vision.

Areas of Expertise

●Project & Portfolio Management

●Agile & Scrum Methodologies

●Strategic Analysis & Execution

●Product Design Life Cycle

●User Experience Design (UX) & Engagement

●Prototyping, Usability Testing & Research

●Visual Interface & Wireframing

●User-Centered Design Principles

●User Interface (UI) Design

●Leadership & Team Training

●Product Metrics & KPIs

●Cross-functional Collaboration

Professional Experience

Groupon Chicago, IL

Product Design Manager

2019 — 2022

Govern Help Center redesign to enhance user experience and streamline support processes. Align agent tool strategy with business objectives, ensuring updates and designs meet evolving needs. Facilitate cross-functional collaboration with stakeholders to drive project initiatives from conception to deployment.

●Directed redesigning of customer, agent, and merchant interface experiences, while eliminating silos and cutting agent response time for post-purchase inquiries.

Intouch Solutions Chicago, IL

UX Strategist

2018 — 2019

Engaged with stakeholders and cross-functional teams to optimize user experience (UX) for pharmaceutical digital platforms. Conducted comprehensive heuristic evaluations to refine online experiences, ensuring alignment with industry standards and user expectations in collaboration with team members.

●Developed tablet prototypes tailored for pharmaceutical sales representative applications, enhancing presentation and accessibility of product information.

Grainger Chicago, IL

Lead UX Designer

2017 — 2018

Provided expert UX guidance and solutions to agile project team, ensuring alignment with project goals and deliverables. Defined and integrated user-centered design principles into product development, ensuring customer-focused outcome. Fostered collaboration between leadership, various business units, and technical teams to establish coherent direction for POS system within strict deadlines.

●Conceived innovative Point of Sale (POS) system for Shoe Mobile Sales Representatives, enhancing sales efficiency and user experience.

●Successfully reduced data load time for POS system from 24-48 hours to 45 minutes, significantly streamlining transaction process for sales representatives.

●Led cross-functional team efforts, ensuring seamless integration of UX design with front-end and back-end development.

●Championed adoption of usability testing practices, resulting in more intuitive interface redesigns and strategic planning.

Scout Marketing Chicago, IL

UX Consultant

2017 — 2017

Liaised with creative team, including Visual Designers and Copy Writers to spearhead redesign of Sabril product linked with Lundbeck healthcare company to deliver compelling user experiences. Engaged in consultations with User Experience Director, providing valuable recommendations and innovative solutions for all project deliverables.

●Crafted efficient user experience deliverables tailored for global healthcare companies, encompassing both desktop and mobile designs.

●Implemented user-centered design principles to enhance usability, accessibility, and user satisfaction across platforms.

Wells Fargo Charlotte, NC / Chicago, IL

UX Lead & User Experience Extended Team Manager

2015 — 2016

Maintained collaboration with Line of Business (LOB) Product Managers, Development, and Quality Assurance Teams to ensure comprehensive understanding of all UX objectives.

●Led User Experience Extended Team across multiple agile projects, ensuring prompt delivery of all UX artifacts.

●Orchestrated creation and delivery of Annotated Specification artifacts to Visual Design team for Comp development.

Breakthrough Technologies Evanston, IL

User Experience Lead & Product Owner

2014 — 2015

Produced low-fi prototypes utilizing Axure for National Center and State Collaborative (NCSC) project. Developed wireframes for redesign of American Society of Colon and Rectum Surgeons (ASCRS) website.

●Led user testing sessions and formulated stories in JIRA for seamless project team implementation.

Chicago Tribune Company Chicago, IL

User Experience Lead

2012 — 2013

Showcased adept cross-functional team and deadline management skills throughout project lifecycle. Communicated value of user experience design to other project leads, fostering collaboration and synergy across teams.

●Cultivated strong relationships with stakeholders and product management to ensure alignment with project goals.

●Designed responsive solutions catering to desktop, tablet, and mobile experiences for Chicago Tribune's website redesign.

Additional Experience

User Experience Designer, Strategist, & Consultant for the following companies:

Passenger Baggage Express (PBX) – Little Rock, AR

Sears Holdings Corporation Chicago, IL

Whittman-Hart Interactive Chicago, IL

Arc Worldwide Chicago, IL

Manifest Digital Chicago, IL

Accenture Chicago, IL

Education & Qualifications

Master of Science, Human-Computer Interaction – HCI

DePaul University, Chicago, IL

Bachelor of Business Administration, Emphasis in Computer Information Systems

University of Central Arkansas Conway, AR

Certified Scrum Product Owner

Scrum Alliance

Technical Proficiencies

Figma XD Sketch InVision Zeplin iRise Axure OmniGraffle (Mac)

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