Jen is currently the Executive Director of Design Research and head of Design Operations at athenahealth. The Design Ops team includes designers, full-stack & UX engineers, qualitative & quantitative UX researchers, strategists, and product managers who work together to define and build frameworks, systems, and instruments to scale design and research across approximately 200 scrum teams—helping them design, build, measure, and test user experiences.
Jen has spent over 20 years helping organizations utilize human-centered design to gain business advantage and ensure end-user value. Prior to joining athenahealth, she was a director at Nielsen Norman Group, conducting user research, consulting, and teaching courses worldwide on topics including persuasive web design, information architecture, navigation, web analytics, and web-based social strategies.