Carrie Dugan
User Experience Strategy | Research | Design |

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Professional Profile

As a User Experience Professional, I bring creative strategy and design through research and problem solving, balancing user experience with technical and business implementations for large and small UX teams. User Experience disciplines include:

  • User Experience Strategy
  • User Research
  • Interaction and Visual Design
  • Information Architecture
  • User Experience Project Management

Areas of User Research Practice

  • Scenario-driven research
  • Gap and Competitive Analysis
  • Stakeholder Interviews
  • Cognitive walkthroughs
  • Design Reviews
  • Planning and executing short and long range UX goals
  • Formative and Summative User Research Methods: Contextual Inquiry, Field Observations, Lab Evaluations (to include analysis of performance, satisfaction levels, areas of frustration or miscues in navigation), Task and Work Flow Analysis, Card Sorting, Affinity Diagramming and Heuristic Evaluations
  • Transforming user requirements to design through information architectural flows, identifying screen or page types, interaction or navigational patterns, prototyping and best practices

Areas of Interaction and Visual Design Practice

  • Scenario-driven design
  • Lean Design Thinking Methodology
  • The ability to quickly grasp and translate highly complex user design issues into clean, understandable solutions
  • User guidelines, patterns, and user-centered design principles
  • Leadership in problem-solving and design strategies
  • Informational and Behavioral flows
  • Low and high fidelity mockups to conceptualize and communicate design strategies
  • UX Project Management (organization, cost estimating, maintaining balance of user experience, technology, and business requirements)

Areas of Technical Practice

  • Prototyping: Adobe Creative Suite, Axure, Sketch, InVision and Visio
  • Usability evaluation tools: Morae, Ovo,
  • Development: Familiarity with HTML/CSS, SharePoint, JavaScript
  • Full software development lifecycles

Professional Experience


Design Research for the Microsoft OXO Planning and Research Team

January 2017 – Present

  • Collaborative cross-discipline research for both enterprise and consumer
  • Audits and literature reviews to drive strategic research and vision for the organization.
  • Remote testing
  • Create curriculum and deliver research education through organizational workshops
  • User journeys and scenario walkthroughs to review end to end customer experiences


Independent Consultant (Bellevue, WA) 2016

* Formative UX research for an SAP product

* Predictive Analytics application


Agilysys (Bellevue, WA)

UX Lead (permanent position)

October 2015 – June 2016

  • Development of interactive experiences that connect the sales process and loyalty loop for customers
  • Balanced business strategy, research findings, and creative innovation and ideation to generate unique, strategic solutions to satisfy a wide variety of needs and goals; evangelized this strategy through key business stakeholders
  • Identified user requirements to shape and prioritize feature sets
  • Connected design strategy to business results
  • Prototyped and evaluated a SaaS enterprise restaurant reservation tool
  • Advanced the UX practice within the company


Premera (Mountlake Terrace, WA)

Senior UX Designer/User Researcher (permanent position)

March 2014 – September 2015

  • Research and design within a Scrumban framework
  • Member of a centralized UX team supporting ten e-commerce business and development teams
  • Development of best practices and actionable research programs like support shadowing
  • Mentoring other junior UX team members
  • Designing and HTML coding directly into Bootstrap framework for new features, plan enhancements, and new products
  • Collaboration with PMs, developers and UX team to deliver research and design within two-week sprints


HP (Virtual Team based out of Roseville, CA)

Senior UX Designer/User Researcher (permanent position)

February 2013 – October 2014

  • Designed ES Applied Innovation team IoT “Internet of Things” Web 3.0 communication and collaboration project
  • Design research from legacy systems and interactive models for Virtual Private Cloud product
  • Work with global product managers and engineers from complex design specification documents to determine requirements, articulate needs and dependencies, and translate those needs into designs
  • Heuristic Evaluations as a baseline for research
  • Design, plan and conduct research (usability evaluation of new framework concept with customers at HP Discover, Las Vegas)
  • Planning, execution, and delivery of design reviews and user research at various stages of development with portal
  • Created and facilitated weekly global and remote design reviews
  • UX scenarios development for AP4SaaS ISV reseller program
  • Practice leadership: Mentoring, design vision, UX best practices and influencing others to accomplish shared goals, shifting organizational focus/culture toward users and customers, global communications


Vertafore (Bothell, WA)

UX Designer/User Researcher (permanent position)

September 2011 – January 2013

  • Created and design scenario-based infrastructure solutions for complex Insurance software towards platform and software as a service
  • Heuristic Evaluations as a baseline for research
  • Planning, execution, and delivery of user research at various stages of development
  • Created and facilitated design reviews
  • Contributing team member for UX best practices and process improvement


World Vision (Federal Way, WA)

Senior User Researcher (permanent position)

August 2010 – May 2011

  • Leadership strategy team for UX e-commerce projects and initiatives
  • Empirical qualitative data collection and user experience modeling
  • Providing research, IA and design direction, user flows and stories for
  • Providing mentorship to visual designers
  • Developing UX education and best practices


Collabera (Issaquah, WA)

UX PM/User Researcher (contract position: Microsoft, Xbox Support)

October 2009 – January 2010

  • Managed two UX resources – scheduling, prioritizing, teaching, project coordination
    and communication
  • Managed KB to Wizard project, created best process document for new initiative
  • Providing design direction, user flows and stories for Repair Landing Page
  • Provided design direction for XOC Tool for international audiences
  • KB to Wizard best practices development



Global Scholar (Bellevue, WA)

Senior Interaction Designer (permanent position)

August 2008 – August 2009

  • Defined Web 2.0 application interaction behavior for B2B project and international educational framework through wireframe and high fidelity prototyping
  • Conducted contextual design interviews for an Item Bank design with key stakeholders, advised on a beta survey for the Bellevue School District
  • Created Website design presentation, strategy, copyrighting and prototypes for Domestic and Indian Website
  • Provided UX guidance and interaction design for projects from the Indian office


Washington Mutual (Seattle, WA)

Senior User Researcher/Interaction Designer, Technology Infrastructure (permanent position)

August 2007 – August 2008

  • User-centered research and design for internal third party applications
  • User-centered design evangelism through blogging, work with other researchers in the company and Toastmasters
  • Provided balance of user experience implementation and business case when appropriate
  • Definition of interaction and flows of internal Client and Web development tools
  • Development of best practices and style guides
  • Helped to initiate end to end user experience principles into projects
  • Design and Research Consultant for various programs including security, eLearning, metadata, anti-money laundering, automated computer migration/deployment


Filter Talent (Bellevue, WA)

Senior Interaction Designer/User Researcher (contract position: Microsoft, Security Technology)

May 2006 – 2007

  • UX evangelism across the Microsoft security senior architectural teams
  • Supported a division with 126 various technologies through, stakeholder interviews, design and scenario flows, mapping and specs
  • Special project virtual team, Zeno “Conceptual Modeling Team” for post-Vista release (early cloud exploration)
  • Managed and scoped work across features
  • Special project virtual teamwork for the next security OS “Midori”, co-author of a “Think Week” paper on Platform Security Isolation


DePaul University (Chicago, IL)

Master’s Degree, Human Computer Interaction, in progress


University of Washington (Seattle, WA)

Technical Communications, School of Engineering, Bachelor Degree


The Art Institute of Seattle (Seattle, WA)

Visual Communications, Associate Degree