Laura Keller

LSC is rolling out their Science Now, Science Everywhere program, which encourages visitors to use their own cell phones to find out additional information about the item/theme through audio or TXT. A critical question the SNSE team had was regarding awareness & use of the SNSE program; with fairly low call numbers and limited awareness tactics (except for signs) at the Museum, the team wanted a sense of how the experience in the Museum could be optimized to encourage use. I conducted two separate studies and recommended possible solutions to help boost awareness and usage of SNSE.

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The NBA wanted to improve the experience of an internally focused video archive & search application. Primarily designed for production assistants, the NBA wanted coaches, players, and NBA operations to use the tool to improve burden on the production dept. when asked to pull clips for them. Through contextual observations and participatory design workshops, we recommended a solution that served the varied audiences' needs but still offered the depth of functionality that the production dept. expected. Samples not available

Since October 2007, I have been serving as project lead on a long-term engagement with Astra Zeneca to determine the 1) ideal patient experience on their web sites 2) the registration strategy for ongoing CRM efforts 3) optimal e-mail experience and layout 4) measurement plan to ensure sites have business impact 5) communication innovations AZ should consider leveraging for their customer base 6) potential CMS solution for deploying and maintaining sites. Samples not available

Through surveys, a landscape analysis, and two rounds of user observations, launched a patient resource that exceeded client expectations and industry standards for visitor engagement.

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Botox launched a loyalty/rewards program for patients but was having difficult activating patients in the doctor's office. Through patient observations in a successful doctor's office and understanding the processes they have employed to recruit patients, I explained to the brand team that the primary barrier to activating patients was the look of the card. Although it's not a credit card, patients immediately look at the marketing materials and assume it's a credit card.

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