Presenter:         

Jim    

Jim Hudson; Global Head of Customer Experience Research, PayPal; USA
Kelly Braun; Senior Director, User Insights & Analytics, Walmart Global eCommerce; USA
Michael Summers; PayPal; USA
Pamela Pavliscak; Co-Founder, Change Sciences; USA
Chris Hass; Senior Vice President of Experience Design, Mad*Pow; USA
Title: The Business of User-Centered Design
Day/Date: Thursday, July 11, 2013
Time: 1:30 pm - 2:30 pm
Location:  Columbia 3
Session Type: Ignite Session
Description: By itself, user-centered design (UCD) is not enough to create financially successful innovations. To make an impact in the corporate world, UX partitioners must collaborate with customers, technologists, MBAs, investors, and many others. In this session, we'll examine our business collaborators. We'll look at how our these critical partners view the world, what they bring to UCD, and how we can collaborate to produce a uniquely customer-centered corporate culture.
Audience: General
Track:  Design
Biography:

Jim Hudson is a Global Head of Customer Experience Research at PayPal. In this current role, Dr. Hudson leads research teams working on large, multi-stage research projects covering all stages of the developmental lifecycle—everything from understanding customer needs to rapidly iterating designs based on customer feedback to tracking customer satisfaction of live designs. In addition to quantitative research, Dr. Hudson's team conducts qualitative, one-on-one research sessions with more than 1,000 customers annually.

Kelly Braun is currently Senior Director, User Insights & Analytics for Walmart Global eCommerce. Prior to joining Walmart, Kelly spent 10 years steeped in eCommerce while building and leading user experience research programs at both eBay and PayPal. Before joining eBay in 1999, Kelly was a user experience researcher for Oracle and started her professional life as a software developer for Bell-Northern Research. Kelly has been in the Human-Computer Interaction field for over 25 years as both a researcher and a computer scientist. Kelly holds a BS in Computer Science from Georgia Tech and a PhD in Cognitive Psychology from Duke University. Kelly is a member of the Advisory Board for the College of Computing at Georgia Tech and a member of the Advisory Board for the GVU Center within the School of Interactive Computing at Georgia Tech. Kelly has participated in numerous professional conferences, panels and presentations including co-authoring the book “Usability: The Site Speaks for Itself”.

Michael Summers has done UX research for over 50 major international websites, including PNC Bank¹s Virtual Wallet, Reuters, Morgan Stanley, Starwood Hotels, AVAYA, AstraZeneca, Pfizer, Ralph Lauren Media, Toys R¹ Us, Mattel, and Timberland. He has been invited to speak about UX Research at Internet Retailer, Shop.org, The Conversion Conference, AIGA, CHI, User Friendly, and SXSW. Prior to PayPal held UX roles at USWeb/CKS, Scient, Nielsen Norman Group, and GSI Commerce. He is co-author of the Houghton-Mifflin textbook ""Creating Websites that Work"" and writes at USERresearch.com.

Pamela Pavliscak (pav-li-check) is co-founder of Change Sciences, a user experience research and strategy firm for Fortune 500s, startups, and other smart companies in financial services, tech, entertainment, healthcare and e-commerce. Over the past 15 years, she¹s logged thousands of hours in the field trying to better understand how people use technology and run hundreds of UX studies on almost every type of site you could imagine. Lately, she's been thinking a lot about how to go big picture without losing the nuanced details.

Chris Hass is a Senior Vice President of Experience Design at Mad*Pow (madpow.com). Chris handles business development and directs the UX research team in conducting user interface design and accessibility activities for the development of innovative user experience products. Chris has unique expertise conducting human factors research with persons who have physical and cognitive disabilities, and designing information architecture and interaction designs for consumer, medical, professional and human service products. Chris is the former President of the User Experience Professionals’ Association (UXPA) Boston Chapter, and the Director of Chapters for UXPA International. Prior to joining Mad*Pow, Chris was a usability consultant and Interim Director of the Bentley Design and Usability Center, a senior research scientist at the American Institutes for Research, and a WWW Specialist at Harvard Medical School. Chris has published numerous papers on usability including Optimizing Research Design for Diverse Target Populations, presented to the MIT Humans and Technology Symposium, and PHIN for all: Implementing Research Based Accessibility Practices into Web-based Applications, presented at the CDC Public Health Information Network Annual Conference.

Key Words: User-centered design, business, cross-functional collaboration, innovation