Northrop Grumman

ETS1 — Govtrip

• Usability Assurance Manager for complex travel management and financial web application used by 90,000 employees daily at half of US Federal Government executive agencies.
• Delivered $1.5M+ user-centered design initiative to modernize interface, accessibility compliance, and transaction process flow.
• Implemented interface modules for TSA Secure Flight, USDA Financial Management Modernization Initiative, HHS Patient & Research Subject Travel, and other specialized travel management and accounting initiatives.
• Increased ACSI customer satisfaction scores by 23% and helped reduce help desk calls by 55% by improving ease-of-use, consistency, simplification, timely access to accurate online help, improving FEO performance and page response times.
• Gained support and buy-in from internal and external customers to focus on user-centered design, accessibility, and web performance as necessary elements of effective software. Briefed customer Agencies, organized working groups and led focus groups teaching development methods for gathering user validation through UI testing.
• Advised management, proposal, and development teams on cost-effective solutions that met Revised Section 508 Federal accessibility and applicable to customer requirements and Federal ICT compliance standards.
• Interviewed and developed pre-interview testing for front-end web developers.