I seek to understand the customer from the their point of view and then bring those insights into business applications. In that way, I make things work for the customer and for the business.
Those research insights combine with form, function and flow into an application interface design that provides measurable ROI.
Over my three decade career, I have successfully worked with major corporations helping them understand their customer needs and processes, resulting in high-quality designs and systems leading to delighted users, both inside and outside of the company.
My motto, "Data rules! ", drives my dedication to data science and continuous improvement, even while working in a fast-paced agile environment.
As my craft has matured over the years, I’ve found delight in sharing my knowledge through mentoring, leading workshops and building self-help sites for research tools and methodologies, creating and teaching several university courses, and being available to help on any day. A GM at IBM once dubbed me "Research Sensei", an appellation I heartily embrace.
To me, user research and product design are embraced in the metaphor of sailing ... Map out where you are and where you want to go. Plot a course and set the sail. From there, the current of the wind, the spray in your face, and the necessary but continuous adjustments carry you on your journey - the customer journey, and all the treasures along the way.