Susan manages the OIT Usability LAB located in Green Hall. She provides expert guidance on user research and usability testing for OIT and its many partners and customers across the campus. Her focus is on promoting best practices, methods and tools that help ensure the usability, usefulness and desirability of websites and applications produced and used by the University community.
Susan brings with her deep experience in project leadership based on user-centered design. She led technology deployment projects at high-profile institutions including The New York Public Library and The American Museum of Natural History. It is through those iteratively designed systems where her expertise in design strategy, and research, usability testing methodology, and stakeholder management matured. Her recent focus is on service design where she developed an enlightening technique called expressive service blueprinting that highlights the consumer's emotive states throughout their service experience.
Susan holds a Bachelors degree from the University of Rochester, and a Masters from Teachers College, Columbia University in Computers in Education, where she wrote a thesis on a braille display. She has taught at the New School, where she also earned a certificate in Teaching English as a Second Language. Susan has led service design workshops for the business, UX and engineering programs at Bentley University, University of Rochester, University of Pennsylvania, and Brandeis University. She is author of multiple peer-reviewed publications and holds several patents.
Since joining the User Experience Office, Susan earned her certificate as a Certified Professional of Accessibility Core Concepts (CPACC) from the International Association of Accessibility Professionals (IAAP).