Mark Richman

User Experience Design and Usability Engineering: Building consensus, wire framing, usability testing, user interviews, persona development, rapid prototyping, ecommerce optimization, heuristic evaluations, think-aloud techniques, accessibility (Section 508), ethnographic research, questionnaires, statistics, SEO, web analytics

Software: Visio, CSS, HTML, XML, Dreamweaver, JavaScript, Omniture, Photoshop, AJAX, Flash

Programming: JavaScript, Java, JSP, Struts, Excel, SQL, MS Access, system and network automation

AT&T, User Experience Researcher / Usability Analyst- Contract (March 2010 - April 2010)

• Led high-speed project to evaluate navigation within phone tutorials site, test new and current users, report on results and recommend solutions.
  

• Developed high-fidelity prototypes for testing alternate solutions, created and facilitated task-based usability tests, directed Information Architects and Visual Designers towards final solution.
  

three squared, inc / Woodruff Arts Center, Information Architect - Contract (November 2009 - February 2010)

• Led the ecommerce user experience redesign of leading Atlanta arts organization.
  

• Closely collaborated with client in simplifying ticket order, shopping, and cart transactions to accommodate infrequent web users.
  

• Deliverables included high-fidelity wireframes, presentations, and interaction design and accessibility standards.

Reveille Software, User Experience Designer - Contract (July 2009 - August 2009)

• Led the redesign of Reveille's flagship EPM product. Simplified and modernized the product navigation, met with executives to conceptualize design alternatives, and refined the elements chosen into a unified design.
  

• Collaborated with the product owner on redesign specifications, created and administered usability tests, and presented design via wire frames, storyboards, and comps.

McKesson, UI Designer/Usability Analyst (contract) (March 2009 - April 2009)

• Led design sessions with product owner and analysts to elucidate product needs and solutions.
  

• Synthesized pharmacist feedback, best practices, and company standards to recommend enhancements to McKesson's hospital pharmacy solution.
  

• Presented the design through annotated wire frames and storyboards.
  

Enablus, Information Architect (contract) (November 2008 - December 2008)

• Collaborated on interaction design, persona development, wire frames, business and usability analysis in the redesign of a quality-care medical management application.

Intelliverse, UX/Product Designer/Usability Engineer (October 2006 - November 2008)

• Usability testing, interaction design and information architecture of the VoIP product line of SMB-directed company, including ecommerce sites, web and desktop applications, customer portal.
  

• Co-conceived and managed all product visual design.
  

• Redesigned company's SMB-directed Soft Phone (Skype for small business) following a heuristic evaluation, summary of current research, competitive analysis, and iterative usability testing. Presented work at CHI-Atlanta in September, 2008.
  

• Redesigned ecommerce websites to increase trust, give user control of text size, and to move towards Section 508 compliance.
  

• Lead designer of Flash-based rich internet application
  

• Planned for ongoing product evaluation and receipt of customer feedback including benchmarking, web analytics, and surveys.
  

• Created a more UX-driven design and development process.
  

Various, User Experience Contractor (May 2004 - October 2006)
ACS: UI Designer / Usability Engineer

• Led web redesign of Medicaid fraud detection system. Contextual inquiries, heuristic evaluations, wire frames, task flows, wizard design, and usability enhancements.
  

• Completed all visual design including CSS and HTML development; JavaScript and AJAX coding.
  

• Excellent feedback regarding usability has helped persuade nine states to choose this system.
  

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Blue Marble Media: Information Architect

• Interviewed and tested a variety of employees to determine goals, problems, and technology needs for Georgia Power's HR Intranet.
  

• Reported on results and submitted recommendations and wire frames for a full redesign.
  

• In tests the following year, 100% of participants successfully completed all tasks.
  

ClearNova: Information Architect/UI Designer

• Lead information architect and usability engineer in redesign of 325-page web application.
  

• Took over project that was behind schedule and successfully completed the design on time.
  

• Established standards for usability, wording, and navigation, created templates and interaction models to speed the design process, completed information flow and wire frames for 250 pages
  

Alucid Solution: Usability Engineer/UI Designer

• Designed, moderated, and reported on usability tests to evaluate new call center system.
  

• Recommended usability-based enhancements that informed the subsequent design.
  

Definition 6: Information Architect

• Interviewed all business units at Popeye's to determine information goals, tasks, and roles for each area. Built mental model map to inform site navigation and compiled usability recommendations.
  

Cox Communications Information Architect, Interactive Television

• Evaluated Cox Communications' interactive TV content for accuracy, and understandability.
  

• Suggested new content for ITV weather based on user research and competitive analyses.
  

• Created wire frames, screen comps and requirements, redesigned navigation and screen layout.
  

Georgia Tech, Graduate Research Assistant (August 2002 - December 2003)

• Collaborated in pilot project for John Deere & Company to create and evaluate the interaction for a tractor-mounted text entry device.
  

• Designed and conducted experiments to test visual scan and motor control.
  

• Our design and research was incorporated into Deere's Greenstar System and was the basis for two published papers.
  

• Authored paper for winning project in IEEE Information Visualization contest.
  

JPMorgan Chase, Systems Consutant (May 1998 - December 2001)

• Redesigned IT billing system from user input, resulting in an easier-to-use system able to predict the MIS budget within one percent.
  

• Saved Chase $2M in 2001 by uncovering performance and design problems in trading systems.
  

Various, Systems Programmer (1985 - 1996)

• Analyzed and implemented enhancements and performance improvements to systems-level software affecting thousands of users for Citibank, TIAA-CREF and Health Management Systems
  

• Managed and VTAM and SNA networks, CICS, and MVS systems.
  

• Designed APIs to simplify programmer interaction with systems and application software.
  

First place in 2003 international IEEE Information Visualization contest for Zoomology: Comparing Hierarchical Trees.

Featured speaker at CHI-Atlanta, September 2008: Soft Phone Design Case Study

Featured speaker at Atlanta IA Society, June 2008: Data-Driven Personas; Practical Prototyping

O'Brien, M.A. Richman, M., Rogers, W.A., and Fisk, A.D. (2008)
Assessing Design Features of Virtual Keyboards for Text Entry
Human Factors: The Journal of the Human Factors and Ergonomics Society, Vol. 50, No. 4. (August 2008), pp. 680-698. Research from this project was used in the design of John Deere's Greenstar System

O'Brien, M.A. Richman, M., Rogers, W.A., and Fisk, A.D. (2005),
Keyboard shape and arrangement effects on visual scan elements of text entry (Technical Report HFA-TR-0501), Atlanta, GA, Georgia Institute of Technology, Human Factors and Aging Laboratory.

Computer-Human Interaction Society of Atlanta (CHI-Atlanta)

Session Creator and Leader: Communicating Design to Non-Designers


ACM-SIGCHI, Information Architecture Institute