Susan provides expert guidance on user research and usability testing for OIT and its many partners and customers across the campus. Her primary work is to 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 usability testing, UX design research, and service experience strategy, with a most recent focus on service design methodologies. Some specific methods include contextual inquiry, service design and task analysis to deliver service blueprints, client compass strategy maps and ecosystem diagrams.
Susan holds 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 articles on User Experience and holds several patents.
Since joining the User Experience Office, Susan participated in the second ICT Accessibility Training cohort held at Princeton University, and earned her certificate as a Certified Professional of Accessibility Core Concepts (CPACC) from the International Association of Accessibility Professionals (IAAP).