(404) 376-9620
michaelhughesua@gmail.com
Michael Hughes has a PhD in Instructional Technology from the University of Georgia and a Masters in Technical and Professional Communication from Southern Polytechnic State University. He is an officer and Fellow with the Society for Technical Communication and a Certified Performance Technologist through the International Society for Performance Improvement. His professional focus is designing user interfaces that accommodate the 'user as learner.'
Dr. Hughes works for IBM Internet Security Systems as a User Assistance Architect identifying tools, methods, and standards to integrate the content and delivery of user assistance, including documentation, help, e-learning, and training. He is coauthor of A Research Primer for Technical Communication and he writes the column "User Assistance: Putting Help in Context" for UXmatters.
October
2006 to Present
User Assistance Architect
Identifies tools, methods, and standards to integrate the content and delivery of user assistance, including documentation, help, e-learning, and training. Strategic areas of focus encompass: integration of user assistance content and delivery; support for user troubleshooting; the role of natural language search, context sensitivity, and interface annotation; the role of knowledge base articles; integration with the ISS support organization, the potential for adaptive and/or intelligent help; accessibility and internationalization; and identification of other user assistance needs.
Team Lead—User Experience Design
Group
Responsible for the direction of a team of user experience designers working on web-based, bill-pay software. End-to-end process includes user definition and analysis, requirements definition/clarification, wireframing, prototyping, and usability testing.
· Designed and built out an internal usability testing facility that made it economically feasible to incorporate design/test iterations into design phases
· Developed qualitative usability data analysis protocols to use data logs generated by digital recording software to allow usability test teams to analyze test results and draw reliable conclusions
· Developed a usability knowledge management system used as part of design sessions to transfer knowledge created during one project to other projects and other design teams
· Established the processes and defined the design artifacts used for User Experience design
· Led the User Experience design activities to successfully complete design projects on time and meeting all functional requirements
· Worked directly with large clients to collaborate in joint development projects
Director of User
Experience
Responsible for directing human factors, documentation and training departments to assure a high-quality user experience across all product interfaces, documentation, and training.
· Created the concept of a user experience team composed of UI developers, technical documentation writers, and training developers. Brought these three disciplines together by merging the leaders of three Best Practices teams of UI, Documentation, and Training into a User Experience Leadership team. This team directs and coordinates the strategic standards, practices and projects aimed at creating a consistent, quality user experience across an enterprise-wide suite of financial services projects.
· Established instructional development processes to ensure a consistent quality across separate training development groups
· Coordinated a common look and feel for training materials across an enterprise created from acquired companies
· Instituted a user adoption model to accelerate customer time-to-value
· Blended web-delivered training with company’s knowledge management system to enhance organizational readiness initiatives
· Consistently delivered a complex set of documentation and training products on time to support releases of enterprise software systems for the banking and financial industry
· Defined business plans and created curricula for Internet banking training
· Established formal certification programs for employees, partners, and customers
Senior Training Manager
(contract)
Responsible for start-to-finish support for of a J.D. Edwards OneWorld XE Supply-Chain Management system, including web-enabled supplier and customer portals.
· Designed site navigation map and wireframes for parts ordering portal
· Redefined business processes and bar code scanner user interfaces to simplify the transition to an automated warehouse system
· Trained all personnel in time for project go-live—within a limited budget
· Restructured job definitions to accommodate requirements of new system
· Created all workplace documentation to support operations
Usability
Director
Responsible for developing and implementing design methodologies that ensured usability of e-commerce solutions. Worked with solution architects, visual designers, developers, and clients to shape and revise web designs to optimize the user experience.
· Defined and documented user-centered design methodologies—including user analysis methods
· Created business offerings around lab testing, expert reviews, and design team walk-throughs
· Designed and maintained Usability Knowledge Management System—a relational database that applied past test findings to current projects
Assistant Professor
Held down a full-time teaching position while earning a PhD in instructional technology.
Developed and taught graduate and undergraduate courses (including web support pages) in the following areas:
· Online Documentation
· Instructional Design
· Document Design/Technical Writing
· Project Management
During this time, also worked as an independent consultant in usability testing, technical communication, and elearning development. A list of usability clients is included below:
Manager of Training and
Documentation
Planned, scheduled, and directed the design, writing, and publishing of user manuals and technical manuals for computer/telephony integrated systems; planned and directed the development and implementation of customer, partner, and end-user training.
· Implemented standardized templates, online documentation, and electronic distribution of documentation.
· Introduced the use of focus groups and formal usability testing of documentation and user interfaces.
· Supported the release of all products with training and documentation delivered on time and within budget
Manager of Training and
Technical Communication
Planned, scheduled, and directed the design, writing, and publishing of user manuals and technical overviews for radio-linked computer network equipment; planned and directed the development and implementation of customer, partner, and end-user training.
· Reduced the number of user manuals required for typical system from 12 to 4 manuals by applying information design principles and Information Mapping methods.
· Implemented usability review and testing of documentation and user interfaces.
· Supported the release of all products with training and documentation delivered on time and within budget
Manager of Training and
Technical Support
·
Directed, designed, and delivered technical
training for customers, sales, and field service personnel for automated
packaging and finishing equipment. Created programs for classroom, self-study,
and video-based instruction. Directed two divisional training departments, one
based in Norcross and one in
· Managed telephone support personnel in both locations. Increased call efficiency by 35 percent.
Avionics
Instructor
· Worked with English as a Second Language (ESL) specialist to design avionics instruction for Libyan students.
· Taught program as primary instructor.
Production
Manager
· Managed the assembly and testing of CNC Electrical Discharge Machines.
· Responsible for 40 employees in the Cabling, Printed Circuit Board, and Final Assembly and Test departments.
Electronics
Instructor
· Taught Communications Electronics
· Supervised student labs
Production
Supervisor
· Supervised the assembly, test, and calibration of pressure transducers. Responsible for 20 employees.
· Organized 2nd shift operations for Pressure Transmitter Division. Responsible for 35 employees involved in all aspects of machining, assembly, and testing of sub-assemblies for pressure transducers.
· Centers for Disease Control (2001): Worked with institutional review boards to ensure readability of human subject release forms
· JoeAuto (2001): Reviewed wireframes and conducted formal usability tests for web site to schedule car maintenance and repair services
· HealthCare Recruiters (2001): Reviewed healthcare professionals employment recruiting web site
·
American Heart Association/American
· American Heart Association (2000): Conducted several expert reviews of the One of a Kind web site, a behavior modification site to help members develop healthier life styles and reduce risk of heart disease. Also wrote a strategic development guideline for client
· Kappler Industries (2000): Reviewed interactive catalogue web site for manufacturer of protective apparel
· SparkFly (2000): Conducted walk-through of employee concierge services web site
· UPS (2000): Designed and conducted large study of rate documentation usability and impact combining qualitative studies, ANOVA, Chi-square, and t-tests of independent means
·
National Security Agency (2000): Conducted
workshop session at
· CyberGold (1999): Supervised and analyzed focus group for online shopping service
· Vertical One (1999): Account access web page: usability assessment
· Program for the Advancement of Geoscience Education (1998): Educational web page: usability assessment
· BellSouth (1998): Interactive voice response system: focus groups and usability assessments
· KineKom (1998): Web-based Lotus Notes publication software: focus groups
· Intracept (1997): Web security software: focus group and usability assessment
· CheckFree (1997): Web banking software: usability assessment
· Wall Data (1997): Email requirements: focus group
· KnowledgeNetwork (1997): Web delivered training software: usability assessment
· USRobotics (1996): PCMCIA modem installation: usability assessment
· Coca-Cola (2001-2002): Developed training and documentation to support implementation of J.D. Edwards OneWorld Xe supply chain management system
· Wachovia Bank Card Services (2000): e-Training consultant for employee training department. Assist in the design and development of web- and computer-based training programs
· Nordson Corporation (1999/2000): Designed interactive training CD ROM for industrial pattern controllers and bead detectors
· WORLDSPAN (1999): Designed and conducted instructional design workshop for training developers
· NIIT (1999): Reviewed CBT training program for Microsoft System Administrator certification training
· Wachovia Bank Card Services (1999): Conducted structured writing workshop for Training Department
· GK Intelligent Systems (1998): Reviewed a CBT program on Internet use for accuracy of content and quality of instructional design
· Application Partners (1997): Designed two-day workshop on Data Warehousing for newly hired Application Partner consultants
·
Melita International (1997): Designed
two-day workshop for Magellan, a Melita software product, for Melita customers
and technical support personnel
· StarCore (2000): Conducted extensive review and redesign of engineering reference documentation for DSP core design. Methods included expert review of documentation, focus groups, and usability tests
·
Wachovia Bank Card Services (1999):
Revised and redesigned training manual for
· KineKom (1999): Designed embedded help system for Lotus Domino based Knowledge Management product
· Smith & Nephew (1998): Critiqued user manual for patient care management software
· Bell South (1998): Edited interactive voice response script for clarity
· Bell South (1998) Designed Installation & Operation quick reference card for Call Wizard
· Bell South (1998) Designed Quick Start and Quick Reference material for prepaid cellular phones
·
Melita International (1998): Designed
templates and reformatted training materials for student and instructor
workbooks
· Bell South (1997) Critiqued user documentation for telephone features
· Melita International (1997): Developed online documentation for Magellan, a Melita software product
·
Ross Systems (1997): Critiqued user
documentation for inventory control module
Ph.D.
Instructional Technology
Athens
2000
M.S.
Technical and Professional Communication
Southern
1993
B.A.
Manufacturing Management
Metropolitan State
University
1981
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· Morae Recorder/Viewer/Manager (usability testing software) · Axure (wireframing and prototyping) · MacroMedia Authorware (CBT authoring) · SPSS (statistical analysis) · Analyse-it (statistical analysis) · EnVivo (qualitative analysis) · MS Front Page (web authoring) · Dreamweaver MX (web authoring) |
· MS Word (word processing) · MS PowerPoint (presentation) · MS Excel (spreadsheet) · MS Visio (flow charting) · MS Access (database) · MS Project (project planning) · OpenText LiveLink (knowledge management) · Computer Associates Portal and ECM (knowledge management) |