About
Customer Experience strategist, cross-disciplinary collaborator and experience leader tirelessly working to:
EDUCATE co-workers on the value and impact of design thinking and experience planning .
INNOVATE new platforms and opportunities to optimize connections with customers.
EXECUTE on plans by providing highly detailed outlines, schematics and prototypes to help guide discussion, design, development and testing.
Harley Jebens
Customer Experience Research + Strategy
I work to Identify commonalities between people and systems, capture and codify best practices and create standards and templates so that we can optimize our personal, team and organizational impact and efficiencies.
WHAT I OFFER:
User-focused Research and Analysis
Whether it is discovering users’ wants and needs while ideas are gestating or gauging the user-friendliness and usability of a built system, I use a combination of methods to capture findings and insights to inform design, development and business strategy.
Forward-thinking Strategy and Execution
With eyes on both the technical horizon and evolving patterns of customer behavior, I advocate and plan for projects and campaigns that will capture users’ attentions, compel them to take action, and keep them coming back.
No-Drama Excellence
With a proven history of cross-functional collaboration and a wide array of tools, approaches and frameworks to draw upon, I am able to respectfully draw upon the strengths of all team members and drive towards a stellar and award-winning end result, with less friction, higher productivity and increased value to my department and company.
Relentless Optimism
The destination is important, but so is the journey. Working to keep everyone’s spirits up, being supportive not confrontational, additivite rather than argumentative, respectful and solutions-oriented and remaining calm in the face of the client, internal, project and other pressures, helps ensure that that journey is an enjoyable one for everyone involved in the projects I work on.
WHAT I DO:
Accessible design
Business Model Canvas exploration
Content audits and matrices
Content strategy
Customer Experience Analytics
Design for voice and conversational experiences
Experience strategy
Heuristic evaluation
Mental modeling
Persona creation
Requirements gathering
Search engine optimization
Service blueprinting
Site mapping
Specifications and annotations
Stakeholder and customer interviews and analysis
Survey creation and administration
Usability and competitive analysis
Usability testing
User research
Voice of the Customer analysis
Wireframing
HOW I DO IT:
INVESTIGATE ideas and approaches through qualitative and quantitative experience research.
COLLABORATE to surface and explore ideas early, to build on those ideas and to embrace and incorporate findings that surface throughout the course of the project.
INNOVATE new platforms and opportunities to optimize connections with customers.
EXECUTE on plans by providing highly detailed outlines, schematics and prototypes to help guide discussion, design, development and testing.
EVALUATE effectiveness, effciency and satisfaction of products and experiences, demonstrating value to organizations through usability testing, analytics measurement and ROI analysis.
PRESERVE by creating processes and documentation that allow for continuance and lower overhead.
EDUCATE co-workers on the value and impact of design thinking and experience planning.
WHERE I’VE DONE IT:
2010 TO PRESENT - ATLANTA, GEORGIA:
EY
Working as an Experience Research Lead within EY’s consulting practice. I plan and conduct research (journey mapping, ideation, design concept testing, usability testing, utilizing a combination of interviews, surveys, and workshops) to inform requirements, design and future planning for EY products.
22Squared
Piloted customer experience and customer experience analytics approaches for the agency. Helped expand the agency’s SEO efforts. Led efforts to institute a design system and accessible design approach across agency accounts. Clients include Advent Health, Holiday Retirement, Publix, TIAA Bank and Southeast Toyota Distributors.
BBDO ATLANTA
Built out the agency’s user experience practice. Crafted experiences for social media platforms. Created documentation and worked with Apple to put standards in place for the emerging rich media iAd platform. Clients included AT&T, FedEx, REI and car-sharing service Car2go.
1999 TO 2009 - DALLAS, TEXAS:
TRIBAL DDB
Expanded information architecture offerings at the agency, created documentation for highly immersive consumer experiences as well as B2B community forum sites, and built out the company’s global wiki site. Clients included Nokia and Pepsico worldwide.
The Richards Group
Helped found the Internet division of Pyro Brand Development and built out the first information architecture, viral marketing and search engine optimization practices for the agency. Clients included Chick-Fil-A, The Home Depot, Hyundai and Sub-Zero refrigerators.