Colonial Life & Accident Insurance Co., Inc., Columbia, SC (March, 2000 – Present)
Web Project Manager (October, 2003 – Present)
User Experience Design for Web Applications -
Managed customer experience development for various aspects of the Harmony project, a $24.2 M online insurance enrollment and management system. Projected completion date: July 2006. Responsibilities included: Core Benefit Communication, Employee Management, Account Setup, and Existing Colonial Benefits Integration.
Defined and published business requirements, use cases, flows, and various business analysis documentation to support development and design efforts.
Interaction Design & Information Architecture -
worked with other Business Analysts and Subject Matter Experts to translate complex business requirements into simple wireframes outlining flow, interactions, and information architecture
managed visual design efforts to translate wireframes into complete site designs and page templates
Supervised contractor employees responsible for HTML site building, CSS implementation, and page development
Consulted with IT developers to actualize interaction concepts, refine interactions, and produce working web pages which meet original business goals
Key member of Brand Development team for Harmony system
Usability Testing -
Conducted onsite usability reviews at client locations across the country to validate customer experience goals
Conducted extensive usability tests (responsible for heuristic reviews, paper prototyping, formal usability test development, and data analysis)
Web Project Consultant (June, 2002 – October, 2003)
Extranet Development and Redesign -
Worked as part of the Customer Web Technology team that was tasked with redesigning 2 of the 5 major extranet sites. Skills involved: Information Architecture, Interaction Design, Project Management, User-Centered Design principles, and web site maintenance.
Planned and executed major redesign efforts for 2 large extranet sites. Both redesign projects involved:
WebTrends usage research
Audience surveying and analysis
Compilation and comparison of audience feedback and management goals
Definition of personas, user scenarios, and detailed requirements
Analysis of current structures, constraints, requirements, and strategy
Development of proposed site architecture, look, feel, and flow
Presentation of redesign proposals to senior management
Re-architecture of the sites at the main navigation, sub-navigation, and page level
Development and deployment of final redesigned site
Post-launch analysis and follow-up
All site redesign efforts came in on time and within budget. The larger of the two efforts saw an increase in “find-ability of information” of 28%, and an increase in user satisfaction of 43%.
Web Technology Specialist (October, 2001 – June, 2002)
Web Page Development & Content Management -
Worked as part of the Customer Web Technology team that was tasked with developing and maintaining 5 major extranet sites used by various customer segments. Skills involved: Information Architecture, Project Management, User-Centered Design principles, web page development, web site maintenance.
Translated new Business Requirements into web pages that would be accessible and useful for various audience segments
Maintained sites and updated pages to keep content current with business needs
Designed, built and maintained static content and navigation structures for extranet web site accessed by 5,000 producers for compensation, sales reports, etc.
Consulted with 20+ business areas on web needs for company extranet sites
Provided overall strategy recommendations to content management and design
Researched, recommended and implemented vendor software solution for web reporting needs for five company-wide web sites; maintained reports and provided statistics and customized analysis to business areas
Sales Technology Technician (March, 2000 – October, 2001)
Intranet Site Maintenance -
Supported more than 5,000 sales agents using various hardware, and specialized insurance software, and extranet web sites
Planned and managed the development of a help desk intranet to transmit vital information to technicians efficiently
Created and managed individual internal web sites for the Help Desk for various functions (e.g. Major Accounts, Product Updates, etc.)
Syneractive, LLC Columbia, SC
Business Development Manager (May 1999 – November 1999)
Business Development & Account Management -
worked with small and medium sized businesses to propose and develop effective e-commerce strategies Internet business models
Worked with Information Architect and Technical Director to bring creative solutions to clients in all stages of the sales process