Eddie James
Daytona Beach, FL 32118

Current interest areas
User research, remote usability testing tools and methods, usability research recruiting, data-driven user experience design, data mining and analysis of user-generated content, self-service systems (self-checkout, ATM, kiosks, etc), e-commerce (transactional, service, and physical product sales)

Work Experience

Freelance UX researcher and designer, Daytona Beach, FL
Worked with small businesses, startups and Fortune 500 companies on UX research ranging from usability tests, ethnographic studies, remote testing as part of regular Agile user feedback, surveys and more.

Lead UX projects for clients in the US, Australia, Canada, and the Middle East. Projects included mobile payment systems, mobile inventory management, travel kiosks, and many ATMs for various cultures. Worked on several ecommerce focused website, kiosks, and mobile apps.

Wireframed, created prototypes, and served on Agile sprint teams to implement designs.

Served as lead UX designer on screen and environmental/service design projects for travel, banking and self-service shopping experiences. Designed hardware, software and physical space where systems would be experienced by users.

Manager of User Experience and Research, E-commerce and Self Service
Comcast, Philadelphia, PA
Managed all aspects of in-house usability testing and user research including planning tests, recruiting users, test moderation and analysis. Research conducted both in lab and via remote testing tools. Also introduced and conducted various eye tracking studies for our marketing and sales teams.

In charge of our online user panels in our forums, on Twitter and on Facebook. These panels are used for rapid user recruiting for testing new concepts and designs.

User Experience lead for all Comcast web sites, forums, online security software and customer support and self-service tools. These projects are used by over 12 million users each month.

Analyzed usage data from Omniture, Forsee, Google Analytics, and other sources to drive data-based user experience decisions and increase conversion rates. Successes: Achieved a 50% increase in number of customers opting to receive electronic statements. This change saved Comcast $5 million a year.

Championed using Search Engine (SEO) and Social Media Optimization (SMO) techniques and tools to make smarter UX decisions and to better measure project successes.

Stakeholder in determining project requirements, business objectives and key data metrics.

Continually identified opportunities to tweak designs to increase consumer sales. (now sales increased from less than 2% of all company sales in 2008 to over 15% in 2011.

Managed vendor relationships for outsourced design, user research, and content creation.

Part of team charged with developing standards and guidelines for design deliverables and a pattern library for our team of designers.

Senior Information Architect
Comcast Interactive Media Group, Philadelphia, PA
Lead user experience designer/social media guru/innovator for, Comcast’s now closed user generated video sharing site and social network, and, the high-speed internet entertainment portal used by over 15 million users a month.

Introduced user research process for various high-profile projects. Pioneered using social networks as user feedback and recruiting channels.

Increased sales and ad clicks in Search by over 20% a month during tenure as Search UX Lead.

Led the effort to collect, analyze and report user feedback and “chatter” on forums, blogs and social networks, as well as Omniture user behavior data, to use these inputs to make better design and business decisions.

Served as Lead interaction designer/Information Architect for video instant messaging, email, digital voice mail, and entertainment applications.

Senior Information Architect
The Vanguard Group, Malvern, PA
Led the design team – consisting of writers, visual designers and junior information architects – in turning out-dated paper-based transactions into cost-saving and user-centered web-based transactions.

Led the redesign of the 401k web site and the current internal processing system used by over 550 Vanguard phone associates.

Served as site owner of the institutional trading site where millions of dollars are traded daily.

Created personas, user scenarios, initial information architectures, information flow concepts and wrote technical documentation for all projects.

Created paper and HTML prototypes, conducted heuristic evaluations of designs, iterated to improve designs.

Served as the “voice of the user” at high-level management meetings to help define business strategies.

Worked on project team to create standards and guidelines for design deliverables.

Member of Philly CHI
Member of IA Institute
Founder of UXOrlando – Orlando’s first and largest UX meetup

B.A. Mass Communications, Emory & Henry College, Emory, VA
M.A. User Interface Design, University of Baltimore, Baltimore, MD