As Director of Customer Experience at Palm, I led a cross-functional team responsible for Palm’s online presence and MyPalm—the first web portal for PDAs and smartphones. I established a human-centered design practice that incorporated regular usability research, fueling an iterative approach to improving the user experience.
Our work drove measurable impact—boosting sales, reducing support costs, and earning industry recognition, including a Best of CES award and Best Computer Hardware Website from the Web Marketing Association.
"The MyPalm portal serves as a wireless gateway to a world of information."
—Pen Computing Magazine
Incorporating eye tracking and heat maps in our usability testing allowed us to optimize the user interface based on actual patterns of eye movement and focus.
Integrating content and aligning marketing, ecommerce, and support around the customer streamlined their journey from discovery to purchase, increasing sales and strengthening cross-team collaboration.