As a voice user interface (VUI) designer and usability expert, Kathryn has over 4 years of experience in the speech technology industry. Her focus on customer relationships, business requirements and design excellence ensures a quality solution that fits the needs of the business and high satisfaction for their customers.
Kathryn has designed and managed numerous successful implementations of enterprise-wide communication solutions.  These include:

• For a global telecommunications provider, conducted usability research across a variety of products and services; authored reports detailing successes, failures and design suggestions.
• For a global telecommunications provider, redesigned a Call Steering application backed by a statistical grammar and led the replacement of the current persona.  The redesign and new persona increased accuracy by 12%, achieved a 26% call deflection rate, reduced abandoned calls by 8% and increased customer satisfaction with the IVR.
• For a large utility conglomerate, managed a team of VUI designers and led the design effort to upgrade and enhance an existing touchtone system with Nuance speech recognition.
• For a global telecommunications provider, was the project manager and led a team of speech professionals to enhance and consolidate multiple IVR’s into one consumer voice portal.
• For a large federal financial institution managed and led a team to upgrade their existing touchtone system.  Created a persona specification and provided usability expertise and led the knowledge transfer effort.
• For a large financial institution, designed an integrated Call Router application using IBM’s WebSphere Voice Response technology.  Over 300 destinations and 1200 personalized disambiguation menus.

As a Senior VUI Designer, Kathryn has provided strategic and technical direction to a wide variety of companies enabling them to meet business drivers in areas such as Customer Self Service, IVR, CRM, Speech Recognition and the integration of these technologies.