markopland@gmail.com
510.717.5519

Summary                 

I am an accomplished user experience strategist, interaction designer and team leader with over 17 years of experience building digital experiences that connect people with each other and the world around them. Driven by a desire to create meaningful products and services, I bring a deep understanding and insight into user behavior, industry trends and technology.

A versatile and pragmatic senior leader, I understand how to achieve business results while always maintaining a high standard of integrity and trust with those I work with. I have extensive experience building high performing teams of passionate, creative people and take great pride in helping them achieve personal and professional fulfillment.

Areas of expertise: experience strategy, service design, creative leadership, information architecture, user interface design, design research, behavioral economics, facilitation, training, and client relationship management.

Experience

Comrade, Oakland, CA

April 2013 - Present

Chief Creative Officer

As Chief Creative Officer, I am responsible for continuously elevating Comrade’s creative standards and growing our business. I manage a multi-disciplinary team of eleven full-time employees and as many as six freelancers who are responsible for creative direction, visual design, user-experience strategy, content strategy and front-end development.

I am directly involved in new-business acquisition, accountable for creative strategy and vision on pitches. Delivering on a key agency goal of diversifying our client-base, I established and developed relationships for three key accounts in 2014 that contributed to a 25% increase in revenue over the 2014 calendar year. I also managed timelines and budgets for creative projects ranging from $20,000 to over $500,000 in revenue.

Additionally, I provide hands-on design, research and strategic consultation for Comrade’s most important client relationships. From shipping minimum viable products to seed-funded startups to developing key strategies, roadmaps and design systems for top financial institutions, I model desired behaviors for my team while ensuring I am constantly learning from them as well.

Director of User Experience

As Director of UX, I led design strategy and execution for Comrade's largest account. I mentored designers embedded in interdisciplinary projects and established standards for high-quality and consistent delivery. I built strong relationships with clients, partnering with them to co-create extraordinary products while strengthening their internal organizations through education, leadership and collaboration. We delivered products and services on their mobile, tablet, online channels as well as within their branches.

 

Wells Fargo, San Francisco, CA

March 2006 – March 2013

AVP, Customer Experience Strategist

As the principal strategist for the Customer Experience team, I provided leadership and definition around the customer experience strategy for the Digital Channels Group by collaborating with platform partners and product managers on key customer experience investments and projects. Beyond project-level work, I acted as a change agent by facilitating decisions related to strategic roadmap development with an eye towards incremental and/or disruptive innovations at the platform level.

I was particularly focused on innovations that improved Wells Fargo’s design methods and practices by optimizing existing products and services. I researched trends in usability, technology and design and worked closely with stakeholders and product managers to develop working prototypes of future-state experiences.

AVP, Design Manager

Managed a high performing team of 10-15 interaction designers responsible for developing holistic online strategies and executing design solutions for the Wells Fargo Online Banking and Investments platforms.

In this role I led the design team through the largest merger in banking history, integrating Wachovia’s 9 million retail households into the Wells Fargo network. Our team created over 25 detailed customer journeys to illustrate to LOB owners and leaders how the merger would affect our customers over time and across channels, segments, and touch points. This innovative approach enabled us to illustrate risks and opportunities, which allowed the business to take a customer-centric approach to decision-making.

I created architectural and interaction models, flow and navigation maps, storyboard and wireframes, detailed level design specifications, and clickable prototypes for easy-to-use interfaces and interactions.

Independent Consultant

December 2001 – March 2006

The MBS Group, London, UK

I conducted stakeholder interviews and workshops to identify and prioritize the key business opportunities and needs for the re-design of the MBS Group Website. Developed a strategic vision for the delivery of website and newsletter content. Collaborated with graphic design team to translate offline print marketing into a dynamic content management system using XHTML, CSS, MySQL, and PHP.       

AKQA, San Francisco, CA  

I led an internal team through the scoping, architecture and design of the AKQA intranet and client extranet; Gathered information from client meetings, primary and secondary research, and competitive analyses to develop site maps, wireframes, storyboards and other visuals to illustrate and document site layout, flow and organization; Conducted contextual inquiries and modeled user workflow; Designed high and low fidelity interfaces for rapid prototyping using XHTML, CSS, Flash and JavaScript, and conducted usability testing and task analysis in order to streamline site navigation and flow.        

VISA, San Francisco, CA    

I led the design and development of a co-branded website for Visa and the National Football League. Created end-to-end interactive prototypes and wireframes using JavaScript, CSS, and HTML. The Site was implemented in both Flash and DHTML conforming to Visa's strict style requirements as well as industry-leading accessibility standards.          

eBay & Accenture, San Jose, CA

In a unique partnership, eBay and Accenture built a new online company offering merchandise liquidation services to retailers. Working under an aggressive timeline, our team was challenged to design the interface for this service based upon the eBay API to support their supply chain from warehousing and fulfillment through feedback management. I led conceptual brainstorming exercises to gather, prioritize and finalize product requirements.  Interaction design, rapid prototyping and usability testing run in eBay's labs validated the interface.       

 

AKQA, San Francisco, CA

March 2001 – August 2001

Senior Interaction Designer

I contributed to all phases of scoping, architecting, and design of web user experiences. I managed the strategy, development and rollout of websites, interactive banners, jump pages, micro-sites and all web-based marketing capabilities; Partnered with business owners to define and translate specific use cases and business rules into requirements and technical documentation; Developed user personas, scenarios, wireframes, and prototypes to effectively communicate and translate business requirements. Clients included Palm, Sierra, Electronic Arts, Concadia, and Progressive Insurance

 

iXL, San Francisco, CA

February 1998 – March 2001

Senior Information Architect

I launched the Information Architecture group in the San Francisco office; Integrated User-Centered Design concepts and principles into the iXL Interactive Design Methodology. Standardized information architecture process and deliverables; Designed, implemented and deployed an enterprise-wide XML application used by distributed development teams to aid documentation efforts, project tracking and team communication. Consulted with technical leads to determine feasibility, manage scope, and improve throughput. Clients included Dunk.com, Virgin Atlantic, Virgin.com, STA Travel, iFilm, Beatnik, GE Capital, Wells Fargo, OAG, Starwood Resorts (Sheraton, W, Four Points)

Software Engineer

I led the development team through application architecture, object model design, source code development, site maintenance and documentation; Developed standards-compliant code, processes and methodologies;. Led the design of a web-based flight search for STA Travel marketed towards students and travel agents.

 

Education                

University of Massachusetts, Amherst, MA

Bachelor of Science - Computer Science, December 1997

 

Professional Affiliations

ACM – ACM is the Association for Computing Machinery, a society for information technology professionals with over 75,000 members worldwide.

SIGCHI – SIGCHI is an ACM Special Interest Group on Human-Computer Interaction, with over 6,000 members worldwide.

BayCHI – BayCHI is the largest local ACM SIGCHI chapter in the world, with 1,200 members.