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Online Resume: Phillip Randolph Carter

 

Focusing on benefits that matter to your customers and helping them see what they've been missing seems like a simple thing, but it's all too easy to lose the 'why' in a sea of 'how' as everything keeps evolving. I'm a design thinker, a technology junkie, and a product marketer with proven success in enterprise applications, software as a sevice, customer research, and story telling. That may seem like a lot of tools, but more skills and experience also brings new perspectives and value.

I love helping organizations bridge customers and technology to find new opportunities; bringing teams together to fill those gaps with market-changing approaches.
 

Marketing Skills
Explaining ideas so they matter to listeners + go-to-market (GTM) strategy and production + webinars and interviews + group speaking + analyst Q+A + market evaluations + competitive research + customer personas + graphic design + effective presentations + web analytics + survey design and interpretation + data analytics and data visualization

Product Management Skills
Planning and prioritization + product requirements and use cases + internationalization + design and software methodology + enterprise ERP, CRM, financial transactions + project management + product evaluations and competitive research + remote workshops using Miro and Figma + customer support and CX + retrospectives

Design Thinking Skills
Planning and dynamic adjustments + finding order in chaotic inputs + discovery + user research and analysis + iteration of concepts and variations + critical thinking + communications + design reviews and crits + user-centered agile methods + facilitation (both in-person and remote) for analysis and brainstorming

Patents in design, electronics, UX patterns, and data analysis

Experience

Gladly
Product Marketing Guy, September 2021 to March 2022

Synced B2B marketing with product managers across multiple teams, plus customer support. Facilitated personas, buyer lexicons, and product language. Produced, reviewed, iterated go-to-market content for sales, website, blogs, webinars.

 

Genesys
Product Marketing Architect, February 2016 to September 2021

B2B Marketing strategy, production and collaborations on web, advertising, and disruptive sales-storytelling differentiation. Go-to-market (GTM) content and production with Google, AWS, Zoom, and Genesys product teams. Persona owner and facilitator for teams to build custom personas. Organized and hosted webinars, built and tested sales support materials, presented in person at conferences, hosted Analyst sessions, and worked with web teams to improve user experiences and analytics. Focus on demystifying cloud technology and explaining business benefits to both IT and CX audiences. Coordinated with marketing, product management, support, services, and education groups on agile marketing approaches and design thinking - resulting in explosive adoption of cloud CX product, more than 120% annual growth 2015-2021.

UX Architect for Orgspan and PureCloud
February 2012 to January 2016 - Part of founder group at Orgspan building cloud-based, user-driven enterprise collaboration, communication, and planning tools. The Orgspan platform used browser, iOS, and Android clients through cloud-based REST APIs running on AWS - with extensible data and elastic search, plus cloud-based data syncing to/from enterprise legacy systems. Orgspan was purchased by Interactive Intelligence in May 2014 as a platform architecture for their next-generation CX software, PureCloud. After consulting with product marketing in 2015, formally transitioned from UX when the company pivoted focus to the cloud in 2016.

 

WebAssign
Director of User Experience, April 2010 to February 2012

NCSU Centennial Campus-based web apps for online homework, tests, and class resources along with automated grading for instructors - used by 500,000+ students. Provided a voice for users to the executive board, managed UX team, and faciliatated concepts and strategy for next-generation learning-map systems. WebAssign is now part of Cengage.

 

BlueStripe Software
Senior Product Designer, February 2009 to April 2010

Research Triangle startup with brilliant application monitoring and triage tools that show customers what is actually happening inside complex multi-tier apps in modern virtual data centers, with no configuration or hand-modelling required. Developed design strategy, performed user tests and analysis. Generated alternative designs as sketches, static screenshots, and interactive HTML mockups. Wrote design specs as use cases and interaction details as inputs to scrum agile software teams, and coordinated reviews and design changes with product management. BlueStripe was purchased by Microsoft in 2015 and is now part of Azure support tools.

Awards
Information Week Startup 50 - April 2009 | eWeek Products to Watch - 2009 | NetworkWorld.com 10 Startups to Watch

 

Lulu Enterprises
Director of User Experience, April 2007 to October 2008

Strategic design direction and standards, day-to-day management and mentoring of a talented UX team with user testing, and supporting research at a fast growing web-based digital content publisher. Projects included new page architecture and alternate publishing wizard workflows, cart and checkout improvements, and weRead social book site improvements.

Awards
PCmag.com Editors Choice – August 2008 | SEOMoz Web 2.0 Award – May 2007, May 2008 | Recommendations by Publishers Weekly, Rachel Ray, Chicago Sun-Times, and the New York Times

 

Wachovia Bank, N.A.
AVP, eCommerce User-Centered Design, December 2006 to April 2007
Contract Consultant, October 2004 to December 2006

Interaction design and information architecture, styleguide standards and best practices, and vendor evaluations. Marketing analytics support and internal consulting, content, user research, and strategy.
 
Internal financial accounting consulting included business requirement gathering and analysis, usecase development, paper and HTML-based interaction mockups, agile DHTML/Javascript with XML/XSL and JSP design and implementation, plus functional reviews - delivering an in-house intranet tool for dynamic Excel reports and a separate intranet reconciliation engine for all 13 business unit accounting systems using tiered rules created and managed by senior accounting staff.

Projects
Wachovia Mortgage Content | Wachovia Securities Analyst Report Search | RIA Retirement Calculator | Wealth RM Client Tools | eCommerce Worktracker Enhancements | Wachovia Finance Reconciliation System Analysis and UI Design | Corporate Accounting Reporting System UI Enhancements | Usecase Methodology | Web-based UI/Behavior Standards

 

S1 Corporation
Chief Interface Architect, October 1998 to August 2004
ID+B Manager, August 1997 to October 1998
Senior Interface Architect, December 1995 to August 1997

Interface design and architecture for four generations of internet banking. Recruited and mentored user interface team to develop online banking transaction, insurance, brokerage, and back-office functions for the rapidly evolving internet. While directing design at S1 it expanded from one customer in 1995 to over 3,400 banks in 2001. S1 was uninterrupted by Y2K and web bubble, it's now part of ACI Worldwide.
 
Responsibilities included customer research and planning new functionality, modeling and testing alternative interface concepts, writing usecases and feature/workflow specifications, coding standards and audits, usability testing, coordination with technical and regulatory partners, giving technical presentations to customers, conducting internal design reviews, managing intranet design and navigation, and authoring intranet documentation for design standards.

Projects
S1 Enterprise Platform Interface, JSP/HTML Standards and Implementation for Releases 1-3 | S1 Consumer Suite Interface and Development Standards | Template Object Model (TOM) Page Architecture | Performance Standards | VFM Internet Banking Interface | VIM Brokerage interface | VLM Loan Applications | Corporate Cash Management Account Interface | Online Checkbook Interface | CSR Interfaces | System Configuration Interfaces | UI Standards and Strategic Planning | Project Planning | S1 Intranet Standards and Planning | Edify VRU Usability Reviews

 

Peachtree Software
Interface Architect, April 1994 to December 1995

GUI development and analysis for Windows and Macintosh small-business financial software. Collaborated with developers and product management, facilitated product planning workshops and competitive product analysis. Graphic interface designs with written feature specifications. User research included ethnographic on-site customer research (Contextual Inquiry) and directing the in-house usability lab.

Projects
Peachtree Windows95 retool (interface/features planning) | Peachtree Accounting for Windows, release 3.5 | Peachtree Accounting for Windows, release 3 | Peachtree Accounting/ADP SoftPay release | Peachtree Accounting for Macintosh

Awards
1995 PC Computing 'A' List, PC Magazine Editor's Choice, Windows Magazine Top 100 Award, Home Office Computing Editor's Pick for Peachtree Accounting for Windows 3.0

 

Ratio DesignLab
Director of Industrial Design, September 1988 to April 1994

Created industrial design consulting group within an existing electronic and software engineering firm to deliver concurrent engineering services with medical, electronic, and software clients. From incubator at Georgia Tech ATDC provided design solutions, sales and contract negotiation, project planning, systems design and implementation, and vendor schmoozing for clients ranging from Citicorp to Apple.

Projects/Clients
Peachtree Accounting for Windows, release 2 | Peachtree Business Checkbook (never released) | Namic Cardiac Angioplasty Pumps | Novoste Angioplasty Arterial Catheter System | Endo-tech Laparoscopy Handpiece | Battery Powered IV Heater (patented) | Medtronic 9711 Programmer Trainer | Medtronic Implanted Drug Pump Programmer | Medtronic Fit Database | Brother Electronic Recipe Books | OKI Cell Phone Case Designs and Interfaces | GEC Avionics Personal HUD for Aircraft Maintenance | Atlanta Olympic Committee bid concepts for Electronic Information Kiosks | PTS Laserdisc-based training System Controller | CSI Oxytrol Oxygen Conservation Device | Citibank CSR Staff Terminal Development | Chase Manhattan Telephone Banking in-branch training kiosks

Awards
1994 Codies Award, PC Magazine Editor's Choice, Home Office Computing Editor's Pick Award for Peachtree Accounting for Windows 2.0
1992 IDSA/BusinessWeek Gold IDEA Award for Medtronic 'Fit' Interface

 

Lee Payne Associates
Senior Designer, June 1986 to September 1988

Collaborated with other industrial designers in midtown Atlanta-based consulting firm to design electronic housings, plastic parts, power tools, and graphics for games and food packaging. Primary focus was development of new concepts through use of mixed-media sketches, models, and prototypes. Also managed clients, contracts and meetings, including market research sessions and brainstorming programs.

Projects/Clients
Ohmeda Hospital Gas Supply Systems | Coca-Cola USA Custom Vending and Cherry Coke Graphics Concepts | DTI Digital Telephone Voice Scrambler | LPA Office Space Design | Delta International Power Tools | Electrolux Vacuum Cleaners | Contel Business Phone Concepts | Charbroil Gas Grill Lines | Dow Chemical Shout Packaging | King Packaging Plastic Tableware | Cunningham Photography Corporate Identity | Westclox/Seth Thomas Clocks and Accessories

 

Cognitive Event Horizon, DBA Consulting Practice, 1995 to present
Pyramid Design, DBA Design Practice, September 1985 to June 1986

Prepared concepts and mixed-media sketches for a range of projects. Worked on a contract basis with other Atlanta design firms and with direct clients. Cognitive Event Horizon developed as a website with some outside consulting for friends and family, primarily in website and corporate identity design.

Projects/Clients
Lyrisys Inc. Internet Home Page | International Horizons, KK (Japan) Technology Consulting | Magee Enterprises Automenu for Kids | Magee Enterprises 'Rosebud' Executive Information Retrieval Tool | Chewing Dog Furniture Identity | Symbic | Lyrisys Inc. | Alpha-Core | Software Communications Solutions | Diver Action Network

 

Jack Seay Design Group/McCalla-Lackey Associates
Industrial Designer, June 1983 to September 1985

Developed concepts from idea to production for appliances, power tools, electronics, point-of-sale displays, and toys. Created mixed-media sketches, engineering drawings, form and photography models, and demonstration mechanisms.

Projects/Clients
Delta International Woodworking Tools Line Redesign | Porter-Cable Jigsaw and Sabersaw Redesign | Cobra Integrated Headrest Radio System | Hunter Fan Ceiling Fans and Thermostats | Xtruder Alarm Systems | Sunbeam Electric Frypans | International Horizons Teaching System Packaging and Cassette Players (patented) | Westclox/Seth Thomas Clocks and Accessories | Farberware Undercabinet Toaster and Coffeemaker | Abbott Laboratories IV Drug Systems | Black & Decker Staple Guns | Rollins Security Systems | Singer Vacuum Cleaners

Patents

2017
US utility patent (Genesys) - Use of correlation and covariance for data selection

2013
US utility patent (OrgSpan) - Creating rules-based groups with people as nodes

1993
US utility patent (SpectraLogic) - Pulse-width modulated battery-powered controller

1984
US and Japan design patent (International Horizons KK) - Language training device

Honors + Awards

2017
Forrester TEI shows 570% Return on Investment (ROI) and 3-month payback for PureCloud

2008
PCmag.com Editors Choice for Lulu.com | SEOMoz 2008 Web 2.0 Award

2007
SEOMoz Web 2.0 Award for Lulu.com

2006
Wachovia Retirement RIA Calculator named 'Best Practice' for financial calculators by Change Sciences Group

2004
Celent Communications names S1 Business Banking 'Best of Breed' noting its superior user interface -- "The ease-of-use of S1 Business Banking, which customers describe as intuitive and easily navigable". The report calls attention to S1's common administration tool for banks, which provides a single administration module to set up customers, branding, product packaging, and system settings.

1998
Three of top five banks use S1 interfaces in Gomez satisfaction ratings

1997
Speaker at "Third Generation Web Sites" conference in San Francisco, January 1997

1995
PC Computing "A" List, PC Magazine Editor's Choice, Windows Magazine Top 100 Award, Home Office Computing Editor's Pick; all for Peachtree Accounting for Windows 3.0

1994
Codies Award, PC Magazine Editor's Choice, Home Office Computing Editor's Pick Award; all for Peachtree Accounting for Windows 2.0

1994
Founding Board Member and Secretary of Allied Design Council; a multidisciplinary design coordination group including IDSA, AIA, AIGA, IIDA, SEGD, ASLA, ASID (1994-1997)

1994
IDSA Atlanta Chapter Vice Chair (1994-1995)

1992
IDSA/BusinessWeek Gold IDEA Award for Medtronic 'Fit' Interface

1983
IDSA Merit Award, Tau Sigma Delta Architecture Honorary

1979
Honors English Program, Auburn University

Activities

Raleigh CAC - Wade-Hillsborough Citizens Advisory Committee Co-Chair (2015-2020)

TriUPA Advisory Council Member (2007-2008), Secretary (2008-2009), Social Planning Chair (2009-2010)

Co-instigator, Charlotte IA Cocktail Hour, a monthly discussion group for UX professionals (2005-2007)

Lectures on industrial design and Internet issues at Georgia Tech, Auburn University, the High Museum of Art.

Founding Board Member, Allied Design Council (1994-1997)

IDSA Atlanta Vice-Chair (1994-1995)

Creative collaboration with The Center for Puppetry Arts in Atlanta.

Volunteer work with Multiple Sclerosis fundraising, Team CBC, High Museum of Art, Georgia Tech, Auburn University, Hands on Atlanta, and Habitat for Humanity.

Education

Auburn University
B.IND (1983) Special multidisciplinary industrial design degree.
Minor in Sociology, English Honors Program, Tau Sigma Delta Architecture and Design Honorary, Dean's List 5 quarters.

Georgia State University Business School
Masters Program (1988-1989, unfinished MBA)

Professional Training
Rational Unified Process (RUP), Rational Use Case Authoring, Capabilities Model Maturity Integration (CMMI), Contextual Inquiry Process, Certified ScrumMaster, Omniture Advanced Web Analytics, StoryBrand In-person Workshops