James Tucker

Developing the user experience strategy for redesigning the current cross-platform social media enterprise solution. Interviewing internal stakeholders, customers, and power-users to validate assumptions and test theories on how to build the next evolution of analytics interfaces for social media big data. Observed over 1,800 submissions of why the leads contacted Tubular all the way to how they are using Tubular and competing products. Prototyping concepts for feedback and then shaping the requirements documentation for developers and the engineering team.

• UX leader for the organization so teams can confidently deliver delightful experiences
• Fun, consistent, approachable, hands-on UX director who solves problems, stays organized, and communicates clearly
• Collaborating with product, marketing, and engineering teams to produce design solutions that delight the user on desktop, tablet, and mobile
• Establishing user-testing schedules, UX reports, metaphors, design patterns, guidelines, and standards for the product

Responsible for user research, prototypes, interaction design, and specifications. Acting as the UX lead to help launch new and innovative products. Observing users workflow, designing products based on observations and interviews, creating prototypes, user-testing, iterating on design, and using this process until greatness is achieved. Taking equity and/or partnering on startup projects to make the Internet a more delightful place.

• Research (Qualitative and quantitative)
• Prototype (Axure, Atomic, Foundation, InVision)
• User Testing (Remote and on-site, moderated)
• UI Design (SaaS, mobile, dashboard, complex workflows)

Responsible for creating the user-centric DNA of the company by defining the process of the UX team and product development. Empowered sales team, executive team, and product managers to embrace the RITE Method to collect valuable research data from prototypes. Managed and built team of four UX professionals to collaborate on redesigning the product to attract new audiences and increase adoption of current users.

• Developed product line that increased company’s market share from 15% to more than 80% in two years
• Segmented product into seven individual products, allowing the products to be built and sold individually
• Reduced “time to book” averages, boosted efficiency, and improved ROI for automotive dealerships
• Contributed to team efforts that increased sales and led to company’s acquisition by Cox Communications
• Increased dealership pricing accuracy from 70% to 99% with first of it’s kind pricing engine
• Improved workflow with more intuitive UI and reduced number of support tickets by more than 50%

Managed and built team of five UX professionals to help conduct relevant research to understand how distraught patients seek and choose personal medical services. Defined user-testing strategy, presented to internal stakeholders for approval, built rapid prototypes, and then generated reports at lightning-fast pace to keep up with design and development sprints. Demonstrated expertise in reading body language during user- testing sessions.

• Reduced anxiety levels of patients before, during, and after medical lab results
• Improved patient confidence by 100% from previous online product through rigorous education of audience
• Converted new online brand from a “secret” to a shareable resource to friends
• Boosted web conversions by 30%, phone conversions by 15%, and return patients to 70%

Developed innovative marketing strategies, directed user-testing, and designed mobile and tablet applications for start-up telecommunications company. Supervised creative team and collaborated with PR firm, agencies, and department managers to solve high-level business problems. Built a 60-person “advisory group” of new-user and power-user personas to give insight into marketing campaigns, product features, and customer satisfaction.

• Discovered WHY trial customers did not convert to paid subscriptions
• Discovered WHY paid subscribers did not stay onboard for more than 1 month
• Converted social media hostility to public appreciation through high-touch customer support strategies
• Improved conversions and retention rate leading to revenue increase from $500,000 to $7 million in 18 months

Managed 20 designers and project managers to build websites and application user-interfaces for startups and established technology companies. Advised clients on executing brand, marketing, product, and business strategies. Clients included AOL, Cisco, Conde Nast, Disney, Eddie Bauer, Genentech, M&M/Mars, PayPal, and Seagate.

• Grew company from 300K in sales in 1996 to $3.3 million annually by 1998
• Designed early social media prototypes and tested with users that eventually became MySpace

Directed and coordinated all phases of educational outreach programs. Attended AIGA events, executed membership and member-retention strategies, and represented chapter at AIGA leadership conferences. Presented findings of second-largest chapter to other AIGA chapters. Attracted largest and most active sponsorship base among committees.

Managed team of writers, designers and developers to create Builder.com, a web destination for the developer community. Wrote copy, shot videos, designed microsites, and monitored the web properties with analytics tools.

Designed the website and SaaS Dealer Management System (DMS) product through wireframes, prototyping, research, presentations, and user-testing.

Conducted sessions with customers to see why they signed up and use this data for wireframes and design strategies. The website has helped transform the company and create higher conversions plus open up new corporate client opportunities.