Sapient Gobal Markets (6/2012 – present)

User Experience Design Manager

Sapient Global Markets is a leading provider of services to capital and commodity markets. As a UX team lead, I worked with financial services companies to envision and deploy solutions that increase efficiency and support company culture.

*********************************************************

PROJECTS

Improving online self-service

I currently lead the design effort to improve online self-service in order to reduce call center costs at one of the worlds largest financial services firms. Results after 12 months: Measurable and growing impact with regard to call volume reduction and increased online self-service.

I have brought innovative approaches to how the team works, both to ensure a high degree of stakeholder satisfaction, and to ensure laser-like focus on design goals with measurable value. Approaches include: Lab Reports, Design Sprints, Domain Modeling, and more.

These approaches have gained recognition from the company President, CFO, CIO and other senior executives as best practice examples.

I have articulated the UX vision and directed a staff of 20+ UX personnel to deliver on the vision in conjunction with business and tech partners.

 

 

Intranet redesign concept

WMC_Intranet
Led the UX team responsible for the research and concept definition for a complete intranet overhaul. Process included C-level stakeholders in hands-on workshops, and significant socialization at senior levels within the company.

 

Global Investor Calendar


This web-based scheduling application, used by the Administrative Assistants of Institutional Investors, was one of Sapient’s first forays into a product (vs consulting) offering. I functioned as product owner and engagement lead of a global team of 20 people, playing a hands-on role in many capacities, including: UX lead, project manager, BA, QA, Dev lead, and client manager. I managed the team through a highly complex requirements definition and review process, and took the project from concept to deployed product within 8 months.

By the numbers:

  • 90 users across 3 continents use this application to book over 15,000 events per year
  • Over 300 features
  • Over 1,200 test cases to verify
  • Over 41,000 records migrated from old solution to new solution
  • 85% of users report being satisfied or highly satisfied with new solution

Artifacts:

Back-end accounting application


This project provided a nice opportunity to create an interactive artifact that functioned as a means of getting requirements sign-off, as a prototype, and as an interaction specification.