Susan manages a team of creative solution strategists, designers, analysts and researchers for highly-complex transactional systems. The team creates user experiences for web and mobile applications, which includes performing discovery, user research, information architecture, interaction design, and usability testing in an Agile development environment. She loves enabling the enablers to make technology easier.
Susan was appointed in 2021 to the Minnesota State Technology Advisory Council.
Demonstrating expertise in Microsoft Office deployment, configuration and usage, Susan was recognized by Microsoft as a “Most Valuable Professional” for 10 years. She’s a member of UXPA since 2004 and ACM since 2008.
She is also actively performing professionally as a classical vocalist and enjoys amateur photography.
Specialties: UX management, user experience strategy and architecture, solution design, user research, usability testing, responsive web design, mobile application design, information architecture, software support, business analysis, requirements gathering, (UX in) Agile, digital accessibility. Experienced facilitator and communicator with tactical skills.
Senior IT Manager, User Experience
2018 to present | Medtronic
Responsible for the User Experience Research & Design Team within the solution delivery organization of Medtronic IT. The team provides user research, interaction design, information architecture, and usability engineering and testing for responsive web and mobile applications. Systems are global and varied. The team designs solutions for healthcare professionals, patients, sales representatives, employees, distributors, and partner audiences. The work runs the gamut from small to large, simple to complex. The team works with in-house development resources, off-shore resources, and third-party teams, following human-centered design in a mixed waterfall and Agile environment. The team has an established human-centered methodology that includes Discovery, Design and Measurement of the User Experience, with a focus on inclusion and accessibility. The team works as an internal consultancy to support all business organizations and geographies. The team also has expertise in HTML and CSS, as well as design and development specialization for Microsoft SharePoint and M365 technologies for literally hundreds of sites and teams each year.
In this role, Susan and her team have not only executed research and design on delivery projects, they have been instrumental in building a community of practice across the company, partnering with employee resource groups, human factors and human-centered design teams with in the product and corporate teams. They have developed a design system with a cross-functional team, as well as worked to embed user experience checkpoints and activities in solution selection, vendor solutions, IT portfolio management processes, and the software development lifecycle (SDLC).
Senior Principal User Experience Designer / Usability Engineer
2004 to 2018 | Medtronic
Provide functional and user interface design specifications for enterprise web and mobile applications for internal and external audiences. Provide information architecture and prototypes for complex sites and applications. Design and perform usability testing and user research. Work on team to develop and promote Agile as a software development methodology. Instrumental in incorporating user-centered and accessible design techniques into Agile.
Senior Consultant / Design Authority
2000 to 2004 | British Telecommunications Consulting / Syntegra
Provided functional, informational and user interface design specifications for applications related to systems integration projects for clients, by facilitating requirements gathering sessions and performing business analysis. Designed and performed usability testing and acceptance tests.As a mobility consultant, worked closely with customers to define requirements and design mobile computing solutions, including Vocera VoIP communications, wi-fi implementations and applications for handheld devices such as PocketPC and Blackberry. Worked on team to develop specific project management and development methodology for application design, development and delivery. Volunteered as a facilitator for internal business transformation activities.
1999 to 2000 | Periscope
Oversaw all aspects of web site design and development projects for clients for the Interactive division of this advertising and marketing agency by working closely with clients to clearly define site design and technical specifications, and used monitoring tools and techniques to ensure project deliverables met those specifications.
Desktop Services Group
1994 to 1999 | West Publishing / West Group
Provided deployment guidance and technical support for desktop and mobile computers, both at local and remote locations, which included software installations, computing needs consultation, network account administration and hardware technical support. Highlights are below:
- Design Leader/Systems Architect, 1997 to 1999
Member of a functional group that developed desktop computing standards, establishing direction of projects to deploy software to internal employees. Acted in formal role as technical mentor for project leads. In a formal role as Technology Liaison, coordinated software rollout efforts between developer groups and technical support groups. Developed standards for developer and client-server desktop component configuration and deployment. Led new employee training.
- Lead Consultant, 1996 to 1997
Directly managed seven employees, providing technical guidance and workload management. Provided computer technical support to 50+ technical end users. As project lead, designed specifications for the deployment and maintenance of desktop software, notably Internet and Microsoft Office.
- Consultant / Senior Consultant, 1994 to 1996
Provided support for 200-300 highly technical computer users. Participated in and led deployment projects. As project leader, implemented virus protection software on all PCs, automated distribution of software and provided ongoing maintenance. Developed and maintained new employee training program for technical and management skills.
Medtronic CIO Award, 2010
Web Marketing Association Medical Standard of Excellence Award, 2006
Microsoft’s Most Valuable Professional, 1997 to 2006
United Way Best Use of Web / Technology, 2005
The One Show Gold Award for Periscope Interactive Promotional CD, 2000
Lastermaster Silver Eagle Award of Excellence, 1991