Hello, I'm Lyndon

I help businesses create usable and engaging user experiences.

 

I design experiences that balance the needs and goals of both the user and the business through a rich insight into the users, business objectives, and technology considerations.

As the Head of User Experience at Inspire Brands, I lead the research and design team that is responsible for the web and apps for brands including Arby’s, BWW, Dunkin’, Jimmy John’s, and SONIC.

Prior to Inspire, I was the North America User Experience Design Lead for Capgemini, where I helped over 75 clients create enhanced user and employee experiences.

Work aside, I enjoy photography and LEGO, often photography with LEGO!

LEAD

UX Design Leader

I built the UX team at Inspire Brands to support web and app for brands like Arby’s, BWW, Dunkin’, Jimmy John’s, and SONIC.

I have also expanded into CX and Service Design to improve the overall customer experience.

DO

Certified Practitioner

In addition to leading UX projects, I enjoy hands on work. I also have User Experience Analyst (CXA) & Usability Analyst (CUA) certifications from Human Factors International, and User Experience Master Certification from Nielsen Norman Group.

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Author & Mentor

I enjoy writing, have authored a book (marketing.com), co-authored others, write about User Experience Design for Smashing Magazine, and authored a courses including: UX Design for Non-Designers

BOOK

Coming soon...

 

I am working on a book about Design. More specifically, why designers do what they do and designer-like habits that create a design mindset.

If you are interested in reading an early draft and providing feedback, please contact me below.

Fun Facts

Million Work Miles Flown
Countries
US States
Satisfied Clients

Skills

Leadership

Leadership

I am the Head of UX at Inspire Brands leading the research and design team responsible for web and apps for brands including Arby’s, BWW, Dunkin’, Jimmy John’s, and SONIC.

UX Strategy & Research

UX Strategy & Research

Ethnographic / field research, personas, journey maps and scenarios, focus groups, interviews, card sorting, heuristic evaluations

UX Design

UX Design

Information architecture, navigation flow, sitemaps, low and high fidelity interactive simulations, iRise prototypes & visualizations, mobile design

Usability Testing

Usability Testing

Formal and guerrilla usability testing with varying fidelity prototypes and live systems, remote usability testing

From the Blog

Prototyping accelerates a Design-Led Approach for SaaS Implementations

November 5, 2018

In the past two posts in this series, we looked at the need of following a user-first design approach to enterprise software implementation instead of a system-driven approach, as well as the steps involved. In this final post in the series, we will dive deeper into rapid visualizations, a cornerstone of Rapid Design & Visualization, and the role prototyping plays in enhancing or customizing the design of SaaS solutions.

The old adage, “a picture speaks a thousand words” captures what user interface prototyping is all about: using visuals to describe thousands of words’ worth of design and development specifications that detail how a system should behave and look.

In an iterative approach to user interface design, rapid prototyping is the process of quickly mocking up the future state of a system, be it a website or application, and validating it with a broader team of users, stakeholders, developers and designers. Doing this in a rapid and iterative manner generates feedback early and often, improving the final design and reducing the need for changes during development.

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A Design-Led Approach for Software as a Service Implementations

October 1, 2018

My previous post described why we should follow a user-first, design-led approach to enterprise software implementation instead of a system-driven approach. Yes, even with modern user interfaces like Salesforce Lightning, SAP Fiori & UI5, Pega, or SharePoint on Office 365. The benefits include saving time and money, easier implementation and roll-out, and satisfied (and happier) users.

This post describes our process, a focused version of Rapid Design & Visualization (RDV), Capgemini’s user-centered design methodology.

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Software as a Service Implementations Need a Design-Led Approach

September 17, 2018

Software implementations today are different from what they were just a few years ago. Gone are the days when software packages were implemented with little to no opportunity for customization and could only be run on computers in an office. Users were an afterthought and had to deal with a steep learning curve. They also had to  adapt their processes to the software.

Fast forward to today, when we have Software as a Service (SaaS) disruptors like Salesforce, and traditional software like SAP and SharePoint that look nothing like their earlier versions. Software today is increasingly available:

  • in the cloud,
  • with modernized interfaces,
  • featuring responsive designs that work across desktop and mobile devices,
  • is more usable out of the box, and
  • the user interface is constantly being improved.
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How to make IoT a reality for your company

April 12, 2017

The Internet of Things is here to stay. Bain predicts that annual IoT vendor revenues could exceed $450 billion. That same survey found that about 90% of respondents remain in the planning and proof-of-concept stage and only about 20% expect to implement solutions at scale by 2020. At CES this year, apart from the theme of “Alexa everywhere”, there were many examples of existing products becoming smart and connected.

Ask 10 people for a definition of IoT and you will get a dozen different answers. My favorite definition is from openSAP combined from by Gartner, Wikipedia, and Digital Trends,:

“The Internet of Things (IoT) is the network of physical objects that contain embedded technology to sense and interact with their environment and each other to collect and exchange data to make our lives better.”

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7 Customer Experience Takeaways From Leaving An iPad On A Plane

October 14, 2016

I fly for work. A lot. My commute usually involves planes, not trains or cars. In all these years, I haven’t left anything behind on a plane, until a recent family vacation to Orlando when I left my iPad mini in a seat-back pocket. Three hours later, when we checked into our hotel room, the iPad-sized in-room safe had me searching for my device. The last thing I remembered was trying to prevent my kids – Thing 1 and Thing 2 – from fighting over it after we landed by tucking it behind the inflight magazine. It worked so well that even I forgot about it! What followed was a great example of how a single aspect of user experience (in this case, customer service) can make or break the overall customer experience.

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Lessons Learned From A First-Time Appreneur

April 13, 2016

There are over 2 million iOS apps and almost as many Android apps, in a growing app economy. However, for every Flappy Bird app that gets lucky and goes viral, there are thousands of apps that take time and hard work to launch, and persistence to maintain, grow and avoid the app graveyard. While we typically hear about overnight success stories, this article explores the more typical experience of an appreneur, or app entrepreneur.

I spoke with one such appreneur, Amit Murumkar, about his journey with Canvsly over the past 3 1/2 years. Canvsly helps parents capture and store their children’s artwork for posterity and avoid the piles of paper.

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Noah’s Transition To Mobile Usability Testing

February 24, 2016

Noah was concerned. He was the “UX Guy” for the corporate office of a regional Quick Service Restaurant (aka fast food chain) that was in the process of creating a mobile app that would allow their customers to customize their meals, place orders and earn rewards. He had been seeing users’ expectations increasing, and they were less forgiving of poor mobile experiences. That’s why he firmly believed that it was important to test the usability of their mobile user experience given users’ higher expectations, smaller screens, and constraints of wireless, battery-powered devices. Noah was concerned because he had never conducted mobile usability testing, even with years of traditional usability testing experience. That, and the fact that the first round of testing was just a month away.

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