Danielle A. Yarborough
User Experience Designer, Energy water utilities
Phoenix, AZ · (574) 555 0113 · name@example.com · linkedin.com/in/danielleayarborough
Key Qualifications
EXPERIENCE
Six years in user experience design and research
INDUSTRIES
Energy and water utilities, customer service platforms, digital agencies
SPECIALTIES
Usability testing, journey mapping, information architecture, flow design, research synthesis
SYSTEMS
Figma, Dovetail, UserTesting, Maze, Optimal Workshop
CREDENTIALS
Nielsen Norman Group User Experience Certification
EDUCATION
Bachelor of Science in psychology, Arizona State University
Executive Summary
User experience designer with six years on utility and billing services, where customers arrive worried and leave either helped or angry. Runs the research, maps the journey and tests the flow before a screen is drawn. Brings evidence to the roadmap conversation instead of preference.
Signature Achievements
- Redesigned the payment arrangement flow after eighteen usability sessions and raised completion from 47 percent to 71 percent.
- Cut calls to the billing line about outage credits by 22 percent by restructuring the help section around the questions customers actually asked.
- Built the research repository that holds findings from 40 studies, which stopped three teams repeating the same interviews.
- Reorganized the site information architecture using two card sorting studies and a tree test, and task success rose from 58 percent to 82 percent.
- Ran the accessibility research sessions with eight customers using screen readers and turned the findings into eleven specific design changes.
Professional Experience
User Experience Designer
Copper State Energy, Phoenix, AZ 2022 to present
Digital team of sixteen serving 1.4 million residential and business utility customers
- Plan and run moderated and unmoderated studies on billing, outage and enrollment journeys.
- Map current and target journeys with customer service and field teams so the flow matches how the work is really done.
- Design task flows and wireframes, then validate them with customers before the interface designer takes over.
- Synthesize findings in the research repository and present recommendations to product leadership each quarter.
Junior User Experience Designer
Desert Line Digital, Tempe, AZ 2020 to 2022
Agency of 28 delivering research and design for public utilities and service companies
- Recruited participants, ran usability sessions and wrote findings reports for six client engagements.
- Built wireframes and clickable prototypes used for testing rather than for approval.
- Ran the analytics review that decided which journeys deserved research attention first.
Licensure and Certification
Nielsen Norman Group User Experience Certification
Member of the User Experience Professionals Association
Education
Bachelor of Science in psychology, Arizona State University, 2020
Core Skills
Usability testing · Journey mapping · Information architecture · Task flows · Card sorting and tree testing · Research synthesis · Wireframing · Prototyping · Analytics review · Stakeholder workshops