Experience designer and strategist
I’m an integrator of perspectives, connecting business, design, content, and engineering. I’ve spent over a decade leading multi-functional teams to create great experiences.
My core skills
- Managing teams
- Evangelizing UX and CX
- Aligning goals and KPIs
- Roadmapping and scoping
- Cross-disciplinary integration
- Functional requirements
- UX + CMS integration
- User/customer research
- Integrating qual and quant
- Journey maps
- User flows
- Design systems
- Content strategy
- Information architecture
“She acts as the glue, and often as the translator, in cross-functional environments. Jacky unites creative and strategic thinking.”
— Kevin Peaslee, Strategy Director at MRM//McCann
Brands I’ve worked with
I’ve worked with many brands. Here are just a few you might recognize.
Highlights from projects I’ve led.
Streamlining of local websites reduces authoring time by 35–75%
AAA had nine distinct regional websites, making it difficult to manage content and maintain UX consistency. I led the effort to consolidate into one site using a new CMS that could dynamically push local content where necessary. Five months after launch, the authoring time was reduced by 35–75%, and membership conversions increased by 25%.
Insights break down barriers to improving Lenovo.com
The Lenovo marketing team believed a more premium experience of Lenovo.com would result in happier customers and a healthier bottom line. However, making the necessary changes required support from the rest of the organization, and intuition alone was not enough to mobilize people. A data-rich experience map highlighting friction points in the buying journey helped executives get on board with transforming the website.
Contact me for a password to this case study.
A product redesign leads to a 360% adoption increase within ten months
A charitable foundation had the goal of encouraging more kids to read through their rewards program. Our task was to find ways to make the rewards program more motivating, improve the onboarding experience, and rebrand the accompanying app. After research, strategy, and design, my team and I upgraded the product reaching a 630% increase in adoption after ten months of its release.
The term “User Experience Design” has become ubiquitous but also ambiguous. As a multidisciplinary designer, I’ve had the perspective to educate project managers, visual designers, writers, and strategists on the broad spectrum UX covers, how it differs from neighboring disciplines, and specific best practices for our projects. Below are some examples of presentations I’ve given at Axis41 and Wunderman Thompson.
Building mutual trust with clients
Minimizing friction to help clients arrive at the right solutions