A Researcher and Designer.
Problem solver.
I’m Shelby Thompson.
Over 20 years experience in User Experience and Human Factors with specializations in UX Research, human-computer interaction, human-information processing, and UI design and assessment.
I have worked in a variety of areas, such as aerospace, oil & gas, finance, e-commerce, testing and assessment, and medical. I am highly versed in usability, persona development, user journey mapping, conducting interviews and workshops, qualitative and quantitative data analysis, and wireframing and design.
01 | Companies
I have worked with some of the largest companies
02 | Skills and Experience
Knowledge and Leadership
Research & Design Process
Gathering insights through interviews and workshops about users and their behaviors, needs, and experiences to inform design decisions. I am well versed in the UX Lifecycle using what I call the "5 Ds" Discover, Define, Design, Develop, Deploy, which has led to many successful projects.
Workshop Faciltation
Identifying user needs and pain points, brainstorming potential design solutions, and validating ideas with input from various perspectives. Recently, I conducted a 3-day workshop with Walmart Category Manager Team at Proctor & Gamble that led to new innovations in the way they examine data using Power Bi.
User Interviews
Open-ended conversations aid in understanding how users interact with a product, uncovering their behaviors, challenges, and expectations. At Phillips 66, interviews helped validate assumptions, identify opportunities for improvement, and inform design decisions by providing a user-centered perspective.
Persona Creation
Personas guide the design process, ensuring products and services are tailored to the specific needs and motivations of target users. With Revionics, personas were used to define the various groups of test takers as well as the roles of the staff proctoring the exams and conducting post-exam analysis.
Journey Maps
A valuable tool for visualizing a user's interactions with a product over time, highlighting key touchpoints, emotions, and pain points throughout their experience. Journey maps helped define the workflow of chemical engineers in the oil field, whereby an application was developed that resulted in greater efficiency.
Wireframes and Prototypes
Wireframes and prototypes help validate design concepts, gather feedback early in the process, and ensure that the final product aligns with user needs and expectations before full development begins. Studies have shown around a 30% savings by not having to do redesign at the development stage.
Data Gathering and Analysis
Qualitative methods, like interviews, provide in-depth insights into users' emotions, motivations, and pain points. Quantitative methods, such as surveys and A/B testing, deliver measurable data that highlight trends and the overall performance of a design. In combination, we gain a comprehensive view of user experiences that balance user needs with business goals.
Employing GenAI
AI is the next revolution within our digital industry. I am certified with AWS GenAI Essentials. I can define the utility of LLM (Large Language Models) and how they can bring innovation to clients. With Humana, I outlined a design that used GenAI to help track high-risk patients in order to be more proactive with their special healthcare needs.
UX Leader
Advocate for the value of UX by educating teams, influencing decision-makers, and fostering a culture that prioritizes user needs. By bridging communication between designers, developers, and stakeholders, I help integrate UX practices into processes and strategies, ensuring that products and services are designed with the user in mind.
03 | Extras
Education and Highlighted Experience
Education
Wichita State University
2002 - 2007
PhD in Human Factors Psychology
University of Louisiana at Monroe
2000 - 2002
MS in Experimental Psychology
University of Louisiana at Monroe
1995 - 2000
BA in Psychology
Research
Skilled in various research design methods, such as task analysis, cognitive walkthroughs, ethnographic studies, A/B design, heuristic analysis, card sorting, affordance testing, interviewing, and prototype evaluation.
Deep knowledge of developing test plans, study design, questionnaire and interview creation, persona development, qualitative and quantitative metrics, and statistics.
Comfortable in conducting rapid iterative usability studies with a full understanding of the design life cycle and need for early design research.
Design
Experience in standards and requirement development with a deep understanding of UX/UI guidelines and standards (e.g., iOS, Microsoft, Google Material Design). Knowledgeable in using various assessment software application. Skilled creating wireframes, prototypes, and interface workflows. Knowledgeable with many software packages for prototyping, for example Figma and Adobe Suite (Photoshop and Illustrator).
Programming Knowledge
Understanding of capabilities of DHTML, HTML5, CSS, JavaScript and other web standards. Experience in desktop application programming (C#, XAML, WPF, VB).
Working knowledge of iOS and Android material design. Knowledge of database architecture (SQL, Oracle).
Work Environment
Can collaborate effectively with product management, engineering, and quality assurance teams. A self-starter, driven, strong relationship builder, passionate about learning and making a difference. Strong communication skills with experience giving presentations and writing reports. Experience managing and developing teams.
Work Experience Highlights
Sogeti, a part of Capgemini
November 2021 - August 2024
UX Manager
UX Lead for Central Region of North America, oversaw pursuits with clients and developed a stronger process for UX Research engagements.
Involved with major companies such as Proctor & Gamble, Sally Beauty, Tractor Supply, and Ashley Furniture. Work involved everything from research to design, in addition to developing user stories, requirements, and acceptance criteria for development.
Flow-Cal Measurement Applications
January 2017 - March 2019
Lead UX/UI Designer
Established the first UX/UI program at the company to oversee digital transformation of legacy applications. Primary responsibilities included: identification of user needs and goals, task and workflow modeling, persona development, and rapid iterative usability testing. Work closely with product management and feature teams in understanding business requirements for the product. Also responsible for managing all standards and requirements, constructing mockups, storyboards, and design documentation to effectively communicate design vision to product management and development.
Halliburton
June 2015 - October 2016
Lead UX Designer/Researcher
Worked as a contractor through Apex. Led a small team of UX designers and visual designers. Was responsible for conducting developing research in design for in-house software products. Worked closely with product management and feature teams in understanding business requirements for the product. Primary job was creating navigation structures and information designs, as well as constructing prototypes, storyboards, and mockups to effectively communicate designs to product management and development. Worked closely with designers in realizing the company’s vision.
Lockheed Martin
May 2007 - April 2015
Senior Human Factors Engineer
Worked in the Usability Testing and Analysis Facility at NASA Johnson Space Center. Duties included leading projects, conducting evaluations, writing reports and presentations, and presenting results to stakeholders.
Advanced Interface Design work focused on development of Natural User Interfaces (NUI) using technologies such as speech recognition, multi-touch, and kinetic interfaces. Was a lead interface researcher for NASA and FAA funded projects. Helped develop human-system integration standards for display development and operations.
Was part of the team that developed the cursor control input device and displays for the Orion Crew Exploration Vehicle. Guided design for displays and interfaces for the Lunar Rover during the Constellation Program. Engaged in training and operations development for ISS (International Space Station) tasks.
04 | Case Studies
A selection of projects, focusing on process and outcomes
Aerospace Projects
I worked at Johnson Space Center while employed with Lockheed Martin during the Constellation Program. Projects centered around habitation and HCI for the Orion Crew Exploration Vehicle, Altair Lunar Lander, and the "rover" for lunar operations.
Oil & Gas Industry
Most of the projects in Oil & Gas revolved around information processing of large and complex data. Phillips 66 was financial-based at the up-stream, mid-stream, and down-stream markets.
Mobile Projects
With the ubiquity of mobile devices, many companies have embraced a "mobile first" mindset. I was engaged in several projects, one for EVGo for the electric vehicle industry and Apache Industrial Services.
E-commerce Industry
Customer care calls had been overwhelming Ashley Furniture due to lack of information concerning order and delivery status. Based on the needs of the user, the Order and Delivery area of the website was redesigned and updated.
Research and Design Lifecycle
Every design has a beginning and it always starts with the user. Understanding the user is imperative to the design of an effective and efficient application. Ignoring the process or taking short-cuts ultimately ends with user dissatisfaction.
UX and GenAI
With a certification in Generative AI Solutions from AWS, I have the background to provide clients with clear and concise methodology to help in their GenAI endeavors. From determining the goals and process to aiding design decisions.
05 | Aerospace
Orion Crew Exploration Vehicle – Controls and Displays
With Lockheed Martin, I worked in the Usability Testing and Analysis Facility. We were leading the research and design for the controls and displays for the next generation spacecraft, Orion Crew Exploration Vehicle. In addition to designing the hardware in terms of layout and style, we designed and tested the UI displays and cursor control device.
The image on the left shows a mockup of the displays as imagined for the cockpit. Research was conducted in terms of number of displays (this images shows a 3 display configuration, one for each the pilot and co-pilot and a shared display in the center). Data was collected to determine reach distance, button size and placement, and bezel design.
On the right, is an image from our lab that shows four functional displays with final bezel and button design. The controls were created in-house using a 3D printer and commercial-off-the-shelf switches and knobs all wired by our engineering group. Data was mixture of qualitative and quantitative. This data was used to develop standards and requirements for the Orion Crew Exploration Vehicle.
Altair Program – Lunar Rover Habitation and Controls
During the Constellation Program, the plan was to return and build a permanent presence on the Moon, called the Altair Program. I was involved in many projects that examined designs for a next generation lunar lander, rover, and habitats.
The images below illustrate the window evaluation conducted for the Lunar Rover. The study was conducted within an immersive “dome” that used up to seven camera to project a computer generated landscape of the moon. This landscape was created from real scans of the lunar surface in order represent a true topography of what the astronauts would experience when driving across the surface.
In this study, we wanted to determine the necessary window size and configuration needed for the next generation lunar rover, which would be fully enclosed pressurized cabin where the astronauts would live for up to a week while exploring the lunar surface. When collecting samples, the astronauts would enter spacesuits through “suitports” at the back of the rover.
In order to gather data and provide recommendations on the size and configuration of the windows, a mockup frame of the front of the rover was built. We then covered this frame with a grid (soccer net) and had participants conduct driving simulations across a variety of terrain such as flat surface, rocky areas, and in and out of craters. We then asked participants to color areas on a representative grid using colored pencils and paper. These images were then combined used to provide recommendations to the engineering team designing and building the rover.
NASA IT Labs was formed to examine innovative technologies for future space flight operations. A seed fund of $10k was given to select projects. My project focused on the use of the Microsoft Kinect to interact with computer applications using gestures and voice recognition.
One of my final projects while at NASA involved a study as part of the One-Year Mission aboard the International Space Station, which studied the health effects of long-term spaceflight. Our study examined adaptation changes in terms of motor control during and after spaceflight.
06 | Oil & Gas
Updating legacy software
Technology has evolved greatly in recent years with the advent of tablets and smartphones. No longer are applications solely desktop-based. Along with this new technology, the way in which we create and interact with applications has changed. Therefore, there are a number of “legacy” applications used by long standing companies that are in need of updating. While at Halliburton and FLOWCAL, I worked with a number of these systems as the UX researcher and designer charged with creating new UIs based on modern style and functionality. Here are a few before and after images of interfaces that I designed.
Methodology
While each of these systems were for different companies with different applications, the same methodology was employed. Each began with a Discovery Phase, understanding the goals of the application and the user along with their needs. The data was used to formulate a plan of action based on these needs and current pain points. This was followed by a Define Phase, in which user groups were defined and their unique workflow to achieving their tasks. Once this was accomplished, we were able to start a Design Phase, whereby wireframes were created, shown to the users for feedback, and enhancements were made. In addition, development leads were involved to provide input on components and any issues involving database administration.
Once all designs were vetted and signed-off, the Development Phase could begin, in which requirements were created with BAs, discussion of what Agile cycle to bring in the changes and user stories were created with Project Manager, and Acceptance Criteria was developed with QA. Finally, the new system could be Deployed with monitoring of user acceptance and any unforeseen issues were documented.
07 | Mobile and Table Design
Various applications involving mobile design
The first image shows an app designed for NRG to aid users in finding an EVgo station in order to charge their electric car. In interviews with stakeholders at NRG, a number of requirements were developed, for example: a map function showing locations of charging stations, and billing function where users could control the amount of charge and bill directly to their NRG account.
The second application shown is for Apache Industrial Services. This app allowed potential employees to create a profile and search for jobs. In addition, their was a supervisor function to request and manage workers, for example, location and time an employee worked. The first image shows a mockup created by the visual design team compared to a wireframe created by UX based on data collected using the initial design. The next two images shows final designs as seen on a mobile device and the same screens as seen on a tablet.
08 | E-Commerce Industry
Improving the consumers shopping experience
Sally Beauty is one of the top suppliers in the beauty industry. In an attempted to reach a younger target audience that utilizes social media and influencers for their beauty information, we developed a persona and journey map to use to help build a backlog for future “website personalization” projects.
In addition, data was analyzed for their high cart abandonment rate. Providing information in a way that had not been previously examined. This insight led to new projects being added to the backlog.
Ashley Furniture had been experiencing a large volume of Customer Care calls recent years. These calls were in the 100s of thousand per year and required a large of amount of employee resources and time to handle. Research found that about 70% centered around Order information such as Order History, Tracking, and Status. Over a 3 month period, several research and design efforts were conducted, which included: a benchmark as will as a competitor analysis, outline of best industry practices, guidelines for redesign, and updated UIs. Below is an example of the redesign for online and mobile order status screens.
09 | Research and Design Lifecycle
Defining the UX Process
Customer Workshops and Interviews
Meetings with the customer to understand their needs for the product helps to develop requirements for the software application. These requirements will drive the entire design process. With workshops and interviews, we can understand the platform (e.g., desktop, mobile), the needs and pain points of the customer, and build a foundation for initial designs.
Persona and User Journey Development
In order to create exceptional products, it is important to understand your users. Personas help in not only identifying the users, but also their personality, motivations, expectations, and goals. I do deviate some from the traditional persona, in which I try to create more of a journey map versus a fictitious person that represents a user population. Below is an example of several personas.
Wireframes
Depending on the circumstance, I may use pen and paper to create some wireframes for discussion with SMEs or users, but most often I will create a low-fidelity mockup to illustrate my ideas. Over the years, I have gotten just as comfortable (and fast) creating a mockup as I would a wireframe. Also, in some cases, wireframes tend to elicit more questions from users, than the answers we are trying to gather by using the wireframe. Here are a few examples using Visual Studio Sketch and Axure.
Design Process
Something I strongly advocate for is the Design Process. I always say that design is not the first step to design. Usually, the first step in design is to understand the customer (persona) and develop interface requirements. Design requirements should entail the needs of the user and business in terms of the interface, application, or feature. These requirements should lead to the first draft, mockup, or wireframe. Requirements are usually gathered through interviews with the user and business SMEs (or Product Owner).
Once the wireframe or low-fidelity mockup is created, feedback is gathered from users or SMEs. This is usually an iterative process that could encompass multiple meetings and design refinements. One thing that I do that is not mentioned or taught is to create a design document. This document shows the design and outlines all funcationality that can be used by the BA to make sure all requirements are met, the DEV team to develop from, and QA to write tests. Below is an example of a design document.
Final Design Examples
Below are just a few examples showing the range of designs I have created for various projects.
Full Example
Here is a full example of a Contacts screen. In this case, we began with a legacy design. Using modern design styling and layout, I created a few prototypes to serve as a foundation. This is before I was able to collect any data from users at this point, but was following information from internal SMEs. As you will see the design evolved greatly once data was collected and requirements were developed based on input from users on how they use the Contacts screens.
Once I was able to collect data from users using interviews, a workflow was developed that in some ways disputed information gathered by SMEs. This examples the necessity in gathering data directly from users, rather than relying on secondary information based on personal bias or older knowledge.
Here are a list of requirements gathered from users that influenced the design:
- Very few fields are used for contacts, only: Name, Company, and email
- Company should be the primary means for categorizing contacts. Company is used throughout the application for categorizing assets and scheduling reports
10 | UX and GenAI
Creating innovative GenAI solutions
User experience (UX) is crucial in the development of Generative AI (GenAI) tools as it directly impacts user adoption, satisfaction, and overall effectiveness. With GenAI’s potential to create content, generate insights, and automate tasks, a well-designed UX ensures that these capabilities are accessible, intuitive, and user-friendly. Good UX design helps users understand and trust the AI’s outputs, reduces the learning curve, and enables seamless interaction, enhancing productivity and creativity. As GenAI continues to evolve, prioritizing UX will be key to unlocking its full potential and delivering meaningful value to users.
11 | History of HCI
Various videos about the history of our industry