Summary
I began working for eBags in 2013. The company was looking for someone to understand and advocate for their users and help direct their mobile and desktop experience. I was looking for ownership of an experience, something where I could see the results of my UX efforts and evolve the experience over successive iterations (something not afford by the relatively short engagements of agency work). Upon arrival, I established a culture that relied on user research and usability studies. I conducted an extensive contextual user research project, visiting users in their homes and offices. I conducted onsite usability testing and focus groups, taught moderation techniques to a number of coworkers and provided research findings gleaned from Usability.com tests and FullStory session recordings. I formed an innovation task force with a Software Development Architect to explore technological opportunities such as chatbots, 2 factor authentication, and IoT advances. I introduced the company to adaptive design and identified where it fostered a better experience than simple responsive design. I redesigned the site’s mobile experience and saw our mobile engagement regularly surpass desktop. I redesigned the site’s five step Checkout funnel to a single step and saw conversion increase above industry averages and cart abandonment decrease. In 2017, when eBags was acquired by Samsonite, I worked with Samsonite Asia to produce a usability analysis on its new site design. And after overseeing a 3rd party’s development of the eBags Mobile App, I designed and produced an Adobe Xd prototype of my vision for the app during one of the organization’s semiannual Hackathon events. This vision, which adhered to Google Material Design and iOS Human Interface Guidelines principles, was embraced by eBags and I took ownership of the app’s design for its version 3, which will be available from the App Store and Google Play in November, 2018.
