Experis – Seattle (April 2017 – current)
Provided consulting services for a major redesign/brand refresh effort. Identified over 1,000 web pages that could be consolidated, deleted or redirected using analytics data, saving the company over 500 migration hours. Automated the pre-production publishing process for the web production team. Built a prototyping environment for user experience professionals to preview their work with internal and external customers (through user testing).
Premera Blue Cross (June 1997-April 2017)
Manager, Digital Content, Web Production, SEO
Senior member of an Agile/Kanban team of web producers, content editors, and SEO analysts, providing day-to-day and project support for 20+ customer facing, eCommerce websites, mobile apps (100+ million page views annually). Successfully implemented PremeraListens.com – a web-based voice of the customer program, opening a communication channel to 2 million customers.
Senior Customer Experience Designer
Created designs/information architectures, leveraging data, with an emphasis on usability to best serve intended audiences. Worked collaboratively with other designers, content strategists, product managers, and developers to produce outstanding, responsive website experiences for health plan policy holders, doctors, hospitals, employer groups, and sales agents.
Conducted usability tests, card sort activities, focus groups, heuristic evaluations, created journey maps, personas, style guides, site maps, and low- and high-fidelity mock ups/wireframes. Pioneered the use of A/B testing and worked collaboratively with analysts and developers to produce outstanding digital experiences for health plan policy holders, doctors, hospitals, sales agents, and major client groups (Microsoft, Starbucks, Amazon, Alaska Airlines, etc).
Team Lead, Web Production, User Experience, Analytics, Content Management
Senior member of Premera’s web team, providing day-to-day and project support for all of Premera’s external websites and corporate intranet, including a Section 508 “AA” level compliant, accessible website for Medicare plans. Built out a comprehensive analytics program, delivering recurring and on-demand reporting.
Built and supported Premera’s first customer facing, hand-coded websites, singlehandedly. Sold the concept/ROI of a corporate intranet to executive leadership and gained approval to build and implement it. Point of contact for all web-related issues and enhancement project for the entire company (3,500 people).
LAYLAOBREGON.COM (September 1995-current)
Freelance web consultancy, focusing on customer-friendly, engaging solutions for small to medium businesses. www.laylaobregon.com