Served as head of operations at a startup incubator in New York City.
I help organizations design products and build businesses that offer the best possible customer experience. I do this by combining my liberal arts education and my technology industry work into a perspective that is both practical and human.
I began my career in IT on the help desk where daily I witnessed poor design and helped customers overcome it. Progressing to system administrator I learned how networks, servers, and websites actually work by building them. Transitioning to become an interface designer I worked for a decade contributing to over 40 software and Internet products for organizations such as General Electric, Cisco, J.P. Morgan, and the Southern Poverty Law Center. I’ve coached teams at Reed Elsevier and Rodale through the entire product development process, and helped turn around a failing media business at Fox Mobile Group through the development of a new web platform and mobile apps.
I’m passionate about learning and sharing what I learn: I earned a Masters degree in music technology from New York University and a Bachelors degree in journalism from Rutgers University. I co-founded the Information Architecture Institute and the Overlap conference. I taught at the Parsons School of Design and the Pratt Institute. I also wrote a book, called "Why We Fail: Real Stories and Practical Lessons from Experience Design Failures".