Human Factors Product Manager

https://theresabk.carbonmade.com

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Over 20 years of “hands on” experience and proven leader identifying and resolving complex design, accessibility, and usability issues. Oversees the design and development process of agile teams from inception to delivery, ensuring teams adopt UX practices, and implement high quality software that focus on delivering value to our customers.

CERTIFICATIONS

DHS Section 508 Trusted Tester – (OAST)

SAFe Product Manager/Product Owner – Scaled Agile

Certified Usability Analyst (CUA) – Human Factors International

CLEARANCES

Secret (DoD)

Public Trust (DHS) 2020, (GSA) 2021

CBP BI 2024

MOST RECENT SKILLS

PAST SKILLS

TOOLS

Usability and Human Factors

User Interface Design

Accessibility/Section 508/WCAG

Wireframes/dynamic and paper prototypes

Design Systems

Usability Testing

Heuristic Evaluations

Accessibility Audits

Document Accessibility

Agile in UX

Product and Project Management

Responsive Design/Mobile

User Research

Information Architecture

Web Analytics

HTML5/CSS3

Facilitation of Workshops

UX Pilot

Axure

Adobe XD/Figma

Adobe Captivate

Adobe Photoshop

ANDI/NVDA/WAVE

Trello

Jira/Confluence/Atlassian

Microsoft Teams/Office 365

UserTesting.com

Google Analytics

WORK EXPERIENCES

Ellumen – Southport, NC Oct 2023 to Present

Lead Usability Engineer

Lead the innovation and design modernization efforts of the FRDS team to create training and educational materials to ensure CBP officers and administrators understand the CBP applications they use to keep our borders safe.

Used UXPilot, an AI research tool, to generate ideas for a CBP knowledge center that took 2 hours instead of 2 days and was able to export and share with team for instant feedback, saving time and resources.

Improve the usability and performance of applications so officers can get the needed information fast when processing travelers.

Create dynamic prototypes using Axure to demonstrate new features with an iterative approach by getting feedback during the process and updating the designs each sprint.

Conduct manual 508 testing on both online help websites as well as training documentation to ensure information is accessible to all CBP officers.

Utilize Adobe RoboHelp and Captivate to create immersive help content and publish it across various mediums such as user guides, websites, mobile apps, and training hubs.

Use Atlassian Jira and Confluence to track workload and issues each sprint, as well as document requirements and internal processes.

Mentor junior designers and developers on inclusive and accessible design and modernizing web applications.

Octo Consulting – McLean, VA Feb 2021 to Sept 2023

Principal UX Designer/UX Lead

●UX Lead supporting the modernization efforts for buy.gsa.gov to simplify the buying and selling experience for customers, suppliers, and acquisition professionals.

●Since its launch on 05/1/22, 278,333 users browsed 2.9M pages and spent over 5 and half minutes on the site, Over 8,597 user accounts were created based on 94,141 referrals. (9.4% close/win rate)

●Ensure consistency across multiple applications by utilizing the USWDS components working with development team to build in internal library using Angular.

●Enforce usage of iterative design process in an agile environment to continue to add value for our customers while engaging them in the process.

●Built dynamic prototypes using Figma and Adobe XD for demonstrating possible solutions in an iterative process.

Northrop Grumman: CSM Contract – McLean, VA Sep 2020 to Dec 2020

Staff Engineer Human Factors

●Supporting the Consular Systems Modernization (CSM) effort for Department of State mentoring junior designers, leading design sessions and creating reusable UI components using Axure.

●Conducted in-person usability testing to ensure users could create a new account with little or no errors. Found 8 possible issues that were able to be resolved before implemented to production, saving time and resources. Presented findings and recommended changes to improve the overall experience.

●Designed screens using Salesforce to maintain and create new cases for customers needing to renew a passport, report a crisis, or request citizenship for children born outside of the U.S.

Northrop Grumman: PSPD Contract -Springfield, VA May 2018 to Sept 2020

UX/UI Manager

●Established a new UX Community of Practice for the PSPD program to encourage the adoption of UX, knowledge sharing of best practices, and enforcing solutions that are accessible throughout the program.

●Responsible for hiring, mentoring, and providing direction to all UX Designers.

●Conducted heuristic evaluations on software used by security officers at airports, to find ways to improve the workflow and speed up the travelers experience. Interviewed/observed officers at Dulles Airport and documented interactions with travelers to identify pain points and areas needing improvement.

●Serve as UX Lead for I-Solutions by creating dynamic prototypes for multiple projects, facilitates demos of new functionality to customers and internal teams, and assists in browser and mobile testing of CBP websites and applications.

●Demonstrated the ability to quickly deliver visualizations of new features and functionality across multiple divisions working with agile teams to ensure the final product follows the CBP Common Framework guidelines.

●Created and shared over 18 dynamic prototypes over the duration of three months in support of UX needs.

SalientCRGT – Tyson’s Corner Sept 2017 to May 2018

UX Practice Lead, Digital Service Innovation Center

●As the leader for the Salient CRGT UX Practice, oversees, supports, and encourages the adoption of UX and accessibility throughout the company.

●Established a UX Process and User Research Plan to provide a consistent approach to support UX activities.

●Supports business development in proposal writing for 508 compliance and usability efforts.

●Led UX workshops during agile trainings for new team members for the Agile Readiness Center. (ARC)

●As a Certified Section 508 Trusted Tester from DHS, available to support all accessibility related projects.

Folio Investing – McLean, VA Mar 2016 to Sept 2017

Director, UX and Design/Accessibility Lead

●Managed UX Designers who served as advocates for the end users across all Folio's products and services.

●Collaborated with Navy Federal Credit Union to design an easy-to-use, digital platform to help users with a disciplined approach to investing. Built out dynamic, interactive prototypes using Axure with various approaches for quick feedback in an iterative process in less than 2 weeks.

●Served as UX Program Manager to oversee requirements and/or use cases are considered for targeted user groups. Document screen design and ensure final design is implemented and tested to design specifications.

●Educated internal teams on usability, accessibility, and other UX activities to help be more lean and agile.

●Utilized usertesting.com to get feedback on our designs, workflows, and landing pages to help improve our products and understand our users’ needs.

●Utilized Hubspot to implement our marketing websites for consistency across the sites, better tracking and performance, SEO, and content management.

CSRA – Chantilly, VA June 2015 to Mar 2016

Senior Human Factors Engineer

●As User Experience/Section 508 expert, lead the way to improve and personalize user experiences for the Department of VA eBenefits website.

●Participate in design "sprint" sessions and workshops to clarify user requirements, determine AS-IS and TO-BE scenarios, understand user roles, create prototypes, test with users, and incorporate feedback into the design.

●UX Lead for multiple projects creating interactive and responsive wireframes, and work with development teams to ensure work is implemented and tested for 508 compliance.

●Apply Lean, Agile, and SAFe principles into the user centered design process, within the development lifecycle.

Bloomberg BNA - Arlington, VA Dec 2013 to May 2015

Manager, UX and Design

●Hired to help lead a unified UX team to support the convergence of Bloomberg BNA and Bloomberg LAW platforms to improve efficiency, save costs, and create superior products.

●Serve as advocate for Agile/Lean UX by participating in "Community of Practice" sessions for managers and the design team to develop best practices and improve internal processes.

●Evaluate existing products and establish best practices and standards for integrated platform. Train design team on Axure to support Agile/Lean Startup projects in the creating of dynamic prototypes and UI specifications.

●Support new design process by creating visualizations for prototypes, personas, user flows, interactions, and workflows. Create reusable widgets for teams to utilize to be as efficient and productive as possible.

●Work as a team using Atlassian Jira and Confluence to create user stories, tasks, track issues, and collaborate with product and development teams supporting multiple verticals. Participate in daily scrums as UX Lead.

Personify, Interactive – Vienna, VA Mar 2012 to Jan 2014 Sr. UX Designer

●Lead the discovery, research and design efforts of e-commerce implementations as well as clients’ websites and web applications

●Designed a new event management module including a user-friendly registration process, website pages, calendar search, and the checkout process for meetings, webinars, and conferences.

●Consult development team on responsive web design concepts for mobile, tablet, and desktop layouts.

●Work with business analysts to gather client requirements and document user scenarios.

●Design and conduct user research, and in-person and remote usability testing.

●Analyze and interpret user research results, along with industry standard best practices, to prepare client recommendations.

●Use Axure to create dynamic prototypes to demonstrate interactions, process flows, and page layouts for usability testing and as final deliverable.

Cvent – McLean, VA Sept 2008 to Mar 2012

Manager, User Experience

●Hired and created a new team of Technical Writers, User Interface Designers, and Front-End Developers for the User Experience team within 12 months. Responsible for training, mentoring, and creative direction of the team.

●Served as Project Manager for a large redesign of our event website pages by introducing new templates, navigation options, and page layouts that was designed, implemented, and delivered in 6 months.

●Serve as executive champion and subject matter expert for all usability issues and concerns to ensure our products are easy to use and accessible to all users.

●Consult with product managers on the design and layout of new features in the various products. Create UI standards, style guides, and user documentation for internal and external clients.

●Translate business and product requirements into wireframes, screenshots, and dynamic prototypes using Justinmind.

EDUCATION

Radford University, BS, Art Education - 3.5 GPA

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