CV/Resume

• I approach projects with strategy and analysis, gathering requirements and setting goals.
• I practice fundamental XO methods, analyzing data, defining user stories, and using XO artifacts.
• I tell stories with wireframes, flow charts, and prototypes.
• I design user tests to achieve the highest confidence in my recommendations.
• I work across teams of product owners, designers and developers smoothly and positively.
• I pitch, sell and defend "EXPERIENCE" to product owners and leadership, while satisfying business objectives.
• I love the work.

• millertraci@gmail.com
• Traci on LinkedIn
• Traci on Indeed
• Phone: (520) 205-1687
• Location: Reliance, TN

Check Into Cash

Cleveland, TN

July 2019 to Present

Samples:
Check Into Cash

I joined Check Into Cash as their Director of UX to redesign their site, application and account spaces in order to increase conversions, improve account management, improve brand consistency, and decrease time to product.

• I created a wireframe design system in Figma for low fidelity experience prototypes which helped define and clarify experience successes early.
• I led efforts to define and hone our online experience for customer ease and confidence by analyzing site data and creating personas, empathy maps, journey maps, and other ux artifacts. These allowed quick reference for making decisions and setting experience expectations.
• I created a branded, mobile-first, atomic design system using Figma which allowed rapid iterations and prototyping. This enabled user testing and easy hand-off to development.
• I created a documentation wordpress site for the design system. In it I defined patterns, pattern usage rules, and rules to define and govern WCAG/ADA compliance. I produced Loom tutorials to mentor and facilitate handoff to various teams. The aided brand consistency, accessibility compliance, and reduced development time.
• I designed a new application experience that was friendly and conversational to alleviate customer stress. I made the application a multi-step wizard instead of a long single form, focused on guiding users clearly, showing progress and using plain language. This increased online submission completions from 45% to 70%.
• I targeted retail customers (“Find A Store”) with a short form application. The customer info was forwarded to the selected retail locations and the customer received an immediate call with loan offers. Customers could accept offers and complete their loan documentation at the store. This experience launched with a 55% conversion, resulted in an additional 3-4K site conversions per month, and allowed success tracking from site to store.
• I designed a new account experience that allowed users to create full profiles and fully manage their loans and financial information. This increased customer engagement, improved customer confidence, and facilitated more and faster repeat applications.

Skills and Programs: Figma, Frontify, Adobe Creative Suite, Jira, html, CSS, WordPress

Function AI
Atlanta, GA
 (Remote)
November 2017 to March 2021

Samples:
function AI

I was asked to create a solution for omni-channel AI implementations that would offer client administration, reporting and customization. Function AI implemented AI systems for clients across site, chat, phone and other channels to handle customer inquiries and issues. I was asked to enable data access, transparency and reporting while also reducing tech service requests.

• I analyzed data and current support requests and discovered that 75-80% of the requests were for filtering data and producing reports. Another 10-15% of requests were for customization of existing AI personas/implementations.
• I analyzed the existing AI personas as well as customization requests to decide and define the adjustments clients could and could/should NOT make.
• I created user stories, flows and wireframes to outline the goals and expectations for the new “system” that would focus mainly on client access to data, common reporting tools, and limited AI persona customization.
• I designed the AI Relationship Management System (ARMS) in Sketch. This SaaS administrative tool allowed clients an account-based space to customize, create and save reports on their AI inquiry metrics. ARMS also offered clients a traditional CRM experience, relating customer data to inquiry data to AI persona data, which would allow inquiry escalations, improve AI interactions, and inform targeted customer marketing.

Skills and Programs: Adobe Creative Suite, Sketch, Abstract, Invision, html, CSS

Unum
Chattanooga, TN

March 2019 to July 2019

Samples:
Unum

I was brought into Unum for a 3 month contract to aid efforts for a new maternity leave product. I tested for usability, adoption, success, and customer satisfaction and then used these metrics to design improvements for the maternity leave product in preparation for public release. 

• I created personas and user stories to define how the new product would interact with expecting parents and adjust those interactions across a maternity “timeline”. These efforts helped create product expectations and defined product maturation across the maternity life-cycle.
• I created usability testing for the new product. I defined 4 stages of maternity and maternity leave and then I defined the success metrics for the product based on business objectives and user satisfaction. I replicated the metrics across the 4 stages, designing test questions that measured the same metrics but targeted the varying interactions and features for each stage. This allowed the collected data to be correlated across stages. This would enable clear success values, indicate pain points in the timeline, and inform future product feature-building. 
• I produced experience designs with Sketch for the Colonial Life online invoicing tool using their existing design system in order to clarify customer interactions for ongoing development efforts.

Skills and Programs: Sketch, Adobe XD, Adobe Creative Suite, Invision, html, CSS

Fly.me
Tucson, AZ (Remote)
June 2018 to February 2019

Samples:
Fly.me

I worked as Senior UX on a team to produce an AI driven Online Travel Concierge. I closely collaborated with 2 other UX professionals to concept, test and design a new Online travel booking site with narrow AI implementation.  Online users could book travel through best-practice interfaces and interactions, as well as build customer profiles and preferences that the AI travel concierge could utilize for rapid voice command recommendations and booking. 

• I analyzed data, performed peer research, and produced user stories to understand and define customers that would engage with an AI persona to plan and book travel. This research helped concept and inform new and unique customer experiences.
• I produced wireframes in Sketch and low fidelity prototypes to prove these interaction concepts that would allow AI to utilize customer preferences to identify best-case travel offerings while also building customer confidence for this new AI space.
• I designed a branded online booking site in Sketch that offered standard travel planning for online customers. The site also allowed AI customers online access to their plans as well as robust change management.

Skills and Programs:  Sketch, Invision, Abstract

Simpleview
Tucson, AZ

February 2014 to June 2018

Samples:
Simpleview

I worked for the New and Special Projects team (R&D) to redesign the 10-15 year old SaaS software suite of products. These products included a CRM, CMS, Extranet. I also designed new products including a Customer Marketplace, eLearning platform, eCommerce tools and more.

• I designed a new CMS system that modernized customer interfaces and utilized drag and drop components and component building. Clients could create, customize and save site content and configurations for reuse which enabled rapid site building and expansion. I designed a builder with page view interface that allowed clients to instantly see their site designs before implementation, increasing user delight.
• I designed a mapping tool that utilized CRM data to allow clients to build customized maps for conventions, events, and seasonal planning around participating vendors in their regions. These maps increased promotion success as well as vendor participation.
• I designed a Customer Marketplace implemented in the existing extranet. This marketplace allowed vendor members to subscribe, renew subscriptions and participate in “Pay to Play” promotions as offered by the DMO. The marketplace offered new ways to market and promote to vendor members as well as enrich membership offerings.
• I modernized the existing CRM in both architecture and interface designs. I defined and standardized data object management that produced optimized processes for sales, marketing and event planning for DMOs.
• I researched, designed, and produced a new elearning system that offered rich content building, student testing, progress measuring and achievement badging. This system was utilized for clients and Simpleview product certification.
• I led user groups for the varying products, consisting of users from our 650+ DMO clients. I created user surveys, built and performed usability tests, and presented findings and results to announce new product features in monthly group meetings.
• I presented best-practice and usability research at the annual SV Summit (conference) as well as introduced new features and products.
• I contributed articles for the monthly newsletter on the new offerings and upcoming tech.
• I designed metric strategies for user data within the different SaaS products.

Skills and Programs: Adobe Creative Suite, Balsamiq, PHP, javascript, jquery, html, CSS

Raytheon – Raytheon Missile Systems
Tucson, AZ

September 2012 to February 2014

Samples:
Raytheon

I joined Raytheon to produce various software tools for the Missile Systems engineers to increase productivity and enable centralized data. I worked intensely with each engineering department to learn, imagine and create specialized tools to increase the speed of production as well as reuse of data.

• I performed interviews with Missile Systems engineers to research and whiteboard new features and products. I also performed interviews with leadership for objectives and priorities.
• I designed the KITs system software allowing engineers to componentize missile data and data packages for standard configurations. This enabled reuse of standard “kits” as well as saving of new configurations for reuse. 
• I designed lab equipment management software for the varying test labs across the Raytheon facility. This system enabled equipment inventory and featured permission-based and security-based check-in/out functions for equipment tracking across lab locations.
• I designed a data visualization and reporting tool that related various contextual data objects across locations and timelines, producing visual representations using standard diagraming formats, as well as reports.
• I designed a merit tool for HR to promote ease of employee review, promotion and annual merit increase. This tool was used to track and build employee performance profiles as well as to evaluate and promote employees at the annual review “rodeo” where directors and managers met to review, discuss and defend promotional recommendations.

Skills and Programs: Adobe Creative Suite, Balsamiqu, html, CSS

Intuit – QuickBooks Support
Tucson, AZ

September 2008 to September 2012

Samples:
Intuit

I was the principal UX and Visual designer assigned to the Quickbooks Support team. We built and maintained a massive support environment for hundreds of thousands of small business customers using 72 Quickbooks products. The site included an online chat system, a site to phone IVR and a huge Knowledgebase. I designed friendly and optimized solutions for QB customers seeking answers and self-help options on our site as well as customer service help and interactions.

• I performed user testing to optimize various site interactions, including product and topic searching, online chat, customer service help interactions (coordination of site and call center), and article delivery and prioritization.
• I used Google Analytics data to find and solve customer problems and pain points on the site as well as make recommendations to cross team members from IVR and Online Chat services.
• I designed new features on the site including article voting. This feature enabled users to vote (up/down) and keyword tag articles for prioritization, helpfulness and retention. This small feature gained over 500K interactions in the first week.
• I produced cross-product marketing, both branded media and content references, that increased sales conversions by 5%.
• I designed the experience for Intuit Data Protect. This SaaS product offered automatic and manual data backup of source QB files. I designed a simpler single-page interface with clear and simple language that allowed more transparency into backup success.
• I designed interactions that improved and optimized various Intuit products including QB License Lookup, Quickbooks Download, Quicken Password Reset Tool, QB Communities, Intuit Training, Love a Local Business, Intuit Blog, and the Multi-Channel Customer Support system.

Skills and Programs: Adobe Creative Suite, Balsamiqu, PHP, javascript, jquery, html, CSS

WorldMedia.net 
Miami, FL
February 2008 to September 2008

I was Art Director on several clients, including Regent Seven Seas Cruises, Canada Air, W Hotels, and others.

• I researched and produced user flows for site designs and user interfaces.
• I created wireframes and prototypes of various client projects.
• I produced high-fidelity designs of various client projects.
• I developed client sites and materials using HTML, CSS, and JavaScript.
• I presented produced work and objective solutions for clients and sales initiatives.

Skills and Programs: Adobe Creative Suite, javascript, html, CSS

Triad Media 
Tampa, FL
February 2005 to June 2007

Samples:
Triad

I served as Creative Lead, as well as a developer and flash media specialist.

• I produced high-fidelity designs for the Walmart.com online marketing program(OMP), including brand pages, hubs, resource pages.
• I designed and developed server templates to optimize production of vendor programs on Walmart.com.
• I produced high-fidelity designs for the Sams Club OMP.
• I led and directed a team of 14 designers working on the various agency clients.
• I managed creative relationships and established specifications and standards with the OMP hosts and vendors.

Skills and Programs: Adobe Creative Suite,  javascript, html, CSS, Flash

Sparrow Interactive Group 
Tampa, FL
March 2004 to February 2005

Sparrow was an eLearning development company. Our clients were Auto Nation, ATT and various others. As a member of the design team, I designed and produced Flash, Video and Audio materials for different elearning courseware. I also developed an updated Course framework.
Skills and Programs: Adobe Creative Suite,  javascript, html, CSS, Flash

Digitas
Boston, MA
June 1999 to December 2003

Samples:
Digitas

I worked as a visual designer for various digitas agency clients. Clients included but were not limited to GM, FedEx, AT&T, Gillette, Delta, Fidelity, Celebrity Cruises and others

• I designed and produced various Flash interactive demos, media and games.
• I produced high fidelity designs for websites, microsites, media placements, and interactive experiences.
• I designed and produced print materials for the direct marketing programs for various agency clients.

Skills and Programs: Adobe Creative Suite,  javascript, html, CSS, Flash

toysmart.com 
Waltham, MA
April 1999 to March 2000

I worked as a hybrid designer/developer/media specialist for toysmart.com and Disneybaby.com ecommerce sites.

• I developed and launched toysmart and Disney Baby sites using HTML, CSS, Javascript and ASP.
• I produced high fidelity designs for websites.
• I produced high fidelity designs for seasonal and promotional microsites.
• I developed seasonal and promotional microsites.
• I designed and produced Flash media and games for all site properties.

Skills and Programs: Adobe Creative Suite,  javascript, ASP,  html, CSS, Flash

Wave Inc / Ctoons.com 
Framingham, MA
October 1997 to August 1999

I joined Ctoons Inc, later Wave Inc, as a part-time production inker for their comic publication site.

• I colorized syndicated cartoon strips using artist-specific color palettes.
• I maintained an archive of all running comic strips.

Skills and Programs:  Adobe Creative Suite, html

Next Generation
Waltham, MA
September 1997 to April 1999

• I designed recruitment print ads for agency clients.
• I produced 400-600 ads per day for publication across 60+ US newspaper publications.

Skills and Programs: Creative Suite

Adobe Creative Suite, 30 years

CSS, 20 years

HTML, 25 years

Web design, 25 years

Print Design, 30 years

Visual design, 30 years

Mobile design, 15 years

Experience design, 20 years

Figma, 5  years

Adobe XD, 8 years

InVision, 6 years

Sketch, 7 years

A/B testing, 15 years

User Testing, 15 years

Design Systems, 8 years

XD Artifact Crafting, 15 years

Usability research, 15 years

Web accessibility, 5 years

Wireframing, 20 years

NN/g UX Certified – UXC #1011964

BFA in Fine Art with concentration in Painting and Drawing

University of North Florida in Jacksonville

Jacksonville, FL 1996

I have worked in the Creative and Development Industries for over 25 years, building a portfolio of work and client relationships. My work, skills and history include print and online, brand identity, visual design, animation, a/v and development.  I am a certified UI Ux specialist with NNgroup and User Experience is my current focus as well as passion. The last decade has been spent exploring and validating better ways to design, build and communicate with and for the end-user. 

I currently live in the Cherokee National Forest. I enjoy my family, my horse farm and disturbing the quiet mountain living with Alexa.