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Experience

Continental Airlines, Houston, TX http://www.continental.com

User Experience Manager – Call Center Applications, March 2009 to present

A list of my accomplishments and responsibilities at Continental Airlines:

• Developed site maps, mockups, wireframes, visual design and design specification documentation to effectively communicate interaction and design ideas to marketing and development teams for the redesign of Customer Loyalty Management application.
• Make prototypes using Microsoft SketchFlow to communicate vision and to conduct usability testing of a universal call center portal.
• Collaborate with business analysts and developers to develop design solutions that address the organization’s needs, strategies and goals.
• Conduct surveys, interviews, focus groups, usability testing and observational studies focused on call center agents.
• Created personas for the different types and functions of call center agents.
• Produced and maintain specifications such as interface guidelines and visual standards across products.
• Evangelize standards, front-end best practices, user centered design principles, usability and accessibility.

User Experience Manager – Internet Design and Production, June 2005 to March 2009

A partial list of my accomplishments at Continental Airlines:

Management:

• Responsible for managing four production/design personnel that maintain the content on continental.com and interaction design of its applications.
• Developed a company-wide process for content creation and updates for continental.com.
• Manage user experience budget including selecting and negotiating with vendors.

Design:

• Responsible for the customer interaction experience on continental.com.
• Helped to define and maintain information architecture for consistency across the continental.com Web site.
• Designed the user interface for Continental’s flight, car and hotel booking engines as well as reservation management applications which earn over $3 billion dollars a year.
• Created process flows, site maps, wireframes, prototypes and interaction documentation for designs.

Usability:

• Conducted surveys, interviews, focus groups, usability testing, card-sorting, and observational studies focused on continental.com’s customer base.
• Translated findings from usability research, customer feedback and business metrics into goal driven designs which improve key engagement and conversion metrics.

Web Designer – Internet Design and Production, December 2000 to June 2005

A partial list of my accomplishments at Continental Airlines:

• Responsible for the interaction design of flight booking engine during 2002 redesign.
• Integrated offshore Web sites into continental.com’s information architecture.
• Produced process flows, site maps, wireframes and high fidelity mockups.
• Created banner advertising for use on continental.com and other Web sites.
• Performed content production work using HomeSite and later Visual Studio.

Chevron, Houston, TX

Web Developer – Contractor, July 2000 to December 2000

A list of my accomplishments at Chevron:

• Member of a team to “e-enable” Chevron whose goals include implementing a Web-based solution for reserving conference rooms, catering, and a/v equipment.
• Designed and implemented pages for on-line manuals.

Halliburton Company, Houston, TX

Web Communications Specialist – Contractor, January 2000 to May 2000

A list of my accomplishments at Halliburton:

• Project management and information architect of redesign plan of Internet and Intranet for company’s largest business unit, Halliburton Energy Services.
• Created ASP and HTML pages for use on their E-Store and on the company’s Intranet and Internet sites.
• Acted as Project Leader and consulted with clients on representing the company’s departments on the Intranet.

Previous Work Experience

American Cancer Society, Field Representative

Responsible fundraising and volunteer management in Southeast Harris and Galveston counties.

State Senator Jerry Patterson, District Aide

Responsible for administrative tasks including letter writing, scheduling and making appearances on behalf of the Senator.

URLs

• Flight, car, hotel booking and reservation management, http://www.continental.com
• Personal Web site, http://www.vanaukendesign.com
• LinkedIn Profile, http://www.linkedin.com/in/kathrynvanauken

Abilities

Skills

HTML, ASP.NET2, CSS and JavaScript.

Software

Axure, Dreamweaver, Expression Blend & SketchFlow 4, Morae, MS Office, Omniture, Photoshop CS4, SurveyMonkey, Tealeaf, UserZoom, Visio, Visual Studio 2010 and WordPress.

Education

Bachelor of Arts – Government and Journalism, University of Texas at Austin