Resume of David Cain

Senior Information Architect, UX Lead

User Experience Professional, Information Architect, and Interaction Designer. Deliver experiences that are usable, useful and desirable through user research, iterating concepts, prototyping, and testing with users. Align teams, and clarify communication by working with customers, business stakeholders and developers. Problem solver, smokejumper. Reduce research costs with remote research, alternate analytical methods. Promote user behavior change and conversion through persuasive design.

Expertise includes:

Professional Experience

Information Architect, AT&T, Atlanta, GA (AustinCSI, Plano, TX)
2016-2018

Created responsive web designs for support, order management, and more. Built and programmed interactive prototypes to iterate designs with stakeholders. Analyzed and presented data to support decisions. Measured feature uptake with traffic analysis. Planned and designed variants for A/B testing. Architected modern information hierarchies for new content management system. Improved usability by auditing support systems, researching customer feedback for usability opportunities. Defined taxonomy for newly-supported products.

• Information Architect on consumer-facing site with 5 Million daily unique visitors.
• Increased call-deflection ($7/call) by designing new account-migration flow for 1.3 million customers.
• Analyzed business process and data to learn why 80% of returned-broken gateway hardware tests “OK”.

McKesson,  1996-2016

Senior Architect, User Experience/Productivity, McKesson, Alpharetta, GA
2014 – 2016

Ensured ease-of-use, and fit-to-purpose of end-user computing solutions and services for 90,000 employees worldwide.

• Pioneered and validated U.S. workforce segmentation model featuring five work-styles, based on employees’ mobility and autonomy. Used the model to drive planning and budgeting on mobility and infrastructure spend.
• Led liaison effort between Work Your Way program and Global Records and Information Management to ensure successful deployment of an easy-to-use productivity suite that complies with legal records obligations.

Senior Information Architect, UX Lead, McKesson, Alpharetta, GA
2006 – 2013

Improved customer satisfaction, reduced support calls and site rework with a program of customer research and User Experience Design. Led user experience and ease-of-use efforts for customer- and employee-facing web sites. Designed interaction flows for web sites and web applications. Led cross-functional teams through the user-centered design process. Created, tested and analyzed design prototypes. Managed user research program, conducted usability studies to maximize the voice of the user in planning and design. Optimized internal and site-search results. Specified and configured content management systems.

• Significantly improved usability and reliability of customer-facing work-orders ($20 million annual revenue stream).
• Dramatically improved problematic login/registration/reset process for a support site with 40,000+ users. Brought dysfunctional registration process from a measured 15-minute average to a measured 2.4 minutes.

New Media Project Manager, Multimedia Specialist, McKesson, Alpharetta, GA
1996 – 2006

Designed, created and maintained database-driven web applications. Assured quality, compatibility, ease-of-use and security of web applications. Technical lead on redesign of McKesson’s customer extranet site. Specified and managed creation of internal web applications. Analyzed and specified purchase of CMS and portal software. Designed and produced modular presentations. Created photographic, animation, interactive, video and web content.

Contract Multimedia Developer, Arresting Images, Duluth, GA
Apr 1996 – Nov 1996

Designed, programmed and produced secure commerce sites, educational software and multimedia presentations for clients such as America Online, Expert Software and Kennerly Music Productions.

Product Manager, DayStar Digital, Flowery Branch, GA
Nov 1994 – Apr 1996

Drove marketing programs for DayStar’s Macintosh upgrade products. Worked with press to ensure high-impact coverage of our line. Created and published digital, online, and paper documentation and marketing materials for DayStar’s products. Wrote press releases, product sheets, ad copy and training materials. Represented DayStar at trade shows.

Education

University of South Carolina, Columbia, SC

Bachelor of Arts, Media Arts

Continuing Education (selected)

Speaking

Volunteering

Atlanta Region Cub Scouts, Pack 650, 2015-2016
IxDA Atlanta – Axure RP workshop assistant, April, 2016

Certifications

ITIL v.3 Foundation, CSME
2011

Information Technology Information Library – vocabulary and practices for planning, providing, improving IT services.

Technical Skills