Richie Taylor

BIO

I have over 20 years of experience as a professional designer, crafting experiences in both the tangible and digital worlds. I started my career spending nearly a decade at a creative agency in Ogden, UT. I found my passion in User Experience, and moved to Ellucian, a company that creates enterprise software, for managing institutions of higher education. An amazing opportunity to join EA was presented to me, so I shifted gears, and took over the User Experience management of the Salt Lake City Studio. Deciding I needed a change of pace, I had a brief stint creating enterprise analytics software at nThrive, followed by building and leading an amazing team of designers and researchers at Clip. Currently I’m at Adobe, where I’m responsible for helping redefine Adobe’s Enterprise Experience Management Solutions. I believe that experiences should be accessible, intuitive, and refreshing. When I’m not pushing pixels, you’ll find me soldering circuits, programming micro-controllers, or breaking something on my car.

2017

• On hire my role was to create .a 60 day staffing plan and strategy. (Creating a cross-functional design team, with deep knowledge in all UX and sub disciplines, an attempt to avoid unicorn chasing)

• Created the Design, and Research engagement model for Product and Engineering

• Started executing the hiring plan, with only 2 hires happening before the end of the year.

2018

• Built and staffed an international design and consumer insights team. 7 Designers 4 Researchers. Supporting 6 cross-functional development teams.

• Responsible for creating Clip's first Design System, Pattern Library, Storybook, and Symbol library

• Developed a holistic NPS and Consumer insights strategy (We were able to raise our NPS scores 10 points across all merchants, and 20 points from merchants who adopted our new hardware. This was due to our feedback classification strategy which helped us identify the greatest opportunities for improvement, and feature development. We reported our CI/NPS results on a monthly basis directly to the COO and CMO.

• I was able to automate our NPS reporting, using Machine Learning to better classify our feedback. Part of the automation also streamed NPS feedback in realtime to a slack channel so our Customer Happiness team could create outbound campaigns where appropriate.

• Released 3 major features in our mobile product. (Catalog, Top Ups, and Calculator)

• Released 2 pieces of Hardware. I was responsible for the casement design, and meeting with Vendors in China to negotiate, capabilities, and enhancements to the TMS (terminal management system),

• Created a comprehensive Ethnographic study of our Merchant Landscape, that included over 60 Merchant Interviews.

• Additional Monthly Merchant visits as a general principle

• Defined Clip's JTBD framework, to better identify business opportunities in the Mexican market.

• Closed an enterprise software deal with InVision

• Around 30 user-tests conducted, for 7 different initiatives

• Around 50 qualitative studies were conducted to get an understanding of our Merchant's interest in new capabilities (top ups, an example)

• My greatest success was creating a design team with an amazing culture. We were the happiest team in the entire company. I'm still friends with everyone from the design team.

Leadership

• Evangelize UX, and User Centered Design principles through thought leadership 

• Formed a UX charter in the organization, with Executive Sponsorship, to focus on building an nThrive Design system and library

• Educate product managers across the organization, how to identify customers’ and users’ unmet needs, and how to validate features that address those needs.

Projects

• Design and Validation of Operations Workflow 

  • A tool for managing Healthcare Practices, and full Healthcare systems, to optimize provider coding and efficiency

  • Worked with Consultants to create a feature set that addresses Practice Manager Needs

• ELT - Healthcare System Dashboards

  • Executive Dashboards that give high-level metrics of an entire Healthcare System, for consumption by C-Level

  • Worked with CEOs, and CFOs from 3 different Healthcare systems, and Universities to identify the KPIs that were most important to them, and what metrics needed additional drill down.

• Analytics Platform IA, UI, Interaction Model

  • Design a platform to manage the entry points, and instances of nThrive’s Analytic offerings.

  • Work with customers to understand how they’re using the existing products, so we could clearly define the routes, for launching each of the products.

  • Test different design ideas, to uncover unmet needs

  • Work with Internal Stakeholders on the UI and Overall Experience, to ensure Brand Integrity, Accessibility, Extensibility, and ease of use.

Work Experience

Studio User Experience Manager

March 2015 - Feb 2017

As Lead User Experience Designer at Electronic Arts my role is to work with Game Designers, and Product Managers to translate high level requirements into playful and intuitive user experiences. These experiences, are then validated through extensive Play Testing. As Lead, I moderate and recruit for testing. I take findings from sessions and provide reports to key stakeholders, then populate our backlog with appropriate changes.

Overview

• Manage, Task and Mentoring, a small team of UX designers

• Translate requirements to meaningful experiences

• Create detailed use flows, wireframes, prototypes and high fidelity mockups that inform engineering

• Audit, and maintain our extensive library of design patterns (Wireframes, flows, etc)

• Competitive Analysis - Study and identify common patterns in competitive products

• Persona Development

• User Centered Design - Being an advocate for the end-user

• User Testing - usability studies

  • Create Test plans - Task Lists, Objectives etc.

  • Recruit Players

  • Moderate/Facilitate

  • Post Analysis

  • Generate a report of findings

• Populate, prioritize and manage a backlog of UX design changes

• Work in a fast paced agile, iterative, changing environment

• Be a CHAMPION for best-practices, educating stakeholders, peers and teammates

Senior Product Manager
UX Designer

Nov 2014 - Mar 2015

Often times Product Managers operate based solely on business requirements and KPIs. As a Product Manager my goal is to bring the User Experience lens to product design. Coupling UX with Product Management provides a unique opportunity to craft experiences that are both user centered, and business minded. I believe all players are willing to to support quality products, and it’s my job to provide real value and not pressure to help them convert. 

Responsibilities

• Weekly Competitor tracking - Analyzing top performing mobile titles

• Inform our team of competitive products

• Identify product changes that led to week over week losses or gains

• Provide analysis on product feature changes and effects

• Use data visualization to provide at-a-glance competitor trends, to the team

• Feature Owner, providing business objectives to game designers

• Feature Designer, concept new features, identify KPIs that justify the feature

• High Level Feature UX

Senior User Experience Designer

June 2014 - Nov 2014

Responsibilities

• Interaction Design

• Low Fidelity Wireframes

• High Fidelity Wireframes

• Visual Design creation

• Prototyping

• User Testing

Applied Skills

• Interaction Design

• Low Fidelity Wireframes

• High Fidelity Wireframes

• Visual Design creation

• Prototyping, Proof of Concept, and basic component generation

• Application Strategy

Responsibilities

• Attend weekly UXD project status meetings

• Attend weekly UX Visual Designers' meeting, presenting current visual design efforts, and executing design reviews.

• Attend scrum meetings for multiple projects, as a member of a common service team.

• Work with a User Experience Analyst to develop Interaction Strategies. This may include, User Interviews, Card Sorting, User Testing, Persona Development, Shadowing, and Survey exercises.

• Present wireframes to key stake holders, development teams, and users. Iterating UX to ensure user stories have been addressed.

• Generate high fidelity wireframes, or pixel perfect visual designs and assets, for development teams.

• Create prototypes, in order to conduct user testing, working with a UXD analyst.

• Implement UI, or provide support to UI developers for seamless integration of the visual layer.

• QA analysis of UI implementation, logging defects where necessary, for future iteration.

Management

• Meet with clients and account managers to discuss marketing/design needs of client.

• Estimate, Bid, and Respond to project RFPs.

• Coordinate with Art and Creative Directors, throughout the design process.

• Schedule creative meetings

• Manage web department (Contract workers and staff).

• Contract Photographers, illustrators, models etc.

• Delegate project tasks and responsibilities, taking advantage of employee skillsets.

Production

• Design & Development of Digital Catalogs - iOS & Android

• Web Development and UI Design - eCommerce, ERP, CRM

• Email Newsletter campaigns, design, strategy, and fulfillment

• Social Media Campaigns, Contest, and Strategy - Facebook, Google+, LinkedIN

• Banner Advertising Campaigns, Contests, and Strategies - Flash, Gif, Static

• Interactive Flash based games

• Interactive Kiosk application development - Tradeshow, POS, Concierge

• SEO, and SEF strategy

Process

• Client "Discovery" Meetings

• SWOT Analysis

• Creative Brief

• Creative Strategy Meeting

• Production Schedule (Agile)

• Wire Framing

• Production – design, development, deployment, release, review