“

the essential truths

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Problems I Solve

How I Work

Current Projects

Get in Touch

I am driven by the need to create better experiences. To take ownership of a project or a product, and move it forward, asking questions that unearth and clarify the essential truths. Through that process, I transform broken brand experiences into fluid customer interactions. I fix underperforming conversion streams. I plan experiences that satisfy and stimulate the customers (and prospective customers) using them, driving business value.

On the way, I create close working relationships, and help teams fight obfuscation and move forward with clarity and purpose.

Add me to your team to lead a transformation, to create momentum, to plan and deliver elegant, delightful, performance-driven experiences.

-Brian Ragan

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PROBLEMS I SOLVE

FOR AGENCIES AND THEIR CLIENTS

I’ve led major site redesigns (from discovery through delivery), re-designed broken conversion streams, planned CRM experiences, architected e-commerce sites, created site- and mobile apps, led innovation projects for customer acquisition programs, and more. I’ve helped clients re-conceptualize their digital ecosystems and identify and exploit opportunities with their prospects and customers. I take interaction design calamities and turn them into delightful consumer experiences.

When I’m not in a full-time leadership role, I’m a great hired gun. I understand what ID/UX/creative directors need and want, and I make them look good. I make project- and account managers’ lives easier, and I help move projects along.

During any given project lifecycle, I:

  • Lead discovery efforts, uncovering consumer insights and clarifying business goals
  • Facilitate client workshops and lead strategy and buy-in sessions
  • Create experience strategy proposals and roadmaps

  • Architect prospect & customer experiences (creating flows, site maps, wireframes, specs, etc.)
  • Direct and advise teams on effective interaction design
  • Plan, facilitate and analyze user research

 

FOR STARTUPS

I am an entrepreneur at heart, and I love to create. I have a ton of energy for jamming on ideas—and working like a dog to make them happen. Because I’ve “been there” on projects large and small—for agencies, small businesses, and startups—I’ve learned some nuances about navigating through projects of all sizes. I have a sense for what comes first, how much effort to apply along the way, what’s important and what’s not—and when. I’m great at thinking through ideas and finding the resonant truth in them. In this context, I’m a strategist, an architect, an interaction designer, a creative director, a marketer, and an accelerator. I help a team to stay on track and bring high-quality ideas to fruition with limited time and resources.

More about what I bring:

  • Thinking through rough concepts—building on ideas, pulling loose threads, finding the truth and heart of an idea
  • Turning sketches into wireframes and specs—helping to flush out what’s missing, what’s needed—and creating a road map that can shorten visual design and develop cycles, saving precious start-up resources

 

  • Leading creating teams
  • Doing down-and-dirty, fast-results customer research
  • Creating project plans and managing small teams to schedule
  • Much more—we need to talk!

SOME OF THE CLIENTS I’VE WORKED WITH

 






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HOW I WORK

It sounds simple, but it’s rich with nuance and has been crafted over years of experience: I listen to the problem, from the perspectives of both clients and consumers. I ask provocative questions about goals and opportunities. I study competitors. I consult team members from different areas of expertise. I architect experience journeys and interaction points. I guide and direct teams in building out experiences: web, mobile, email, advertising. I involve customers in validating work. And I’ve learned by watching clients fail that you don’t reach the destination on launch day. You keep going. You study what’s working and what isn’t. You tweak and optimize. You get better. And you earn success every day that you maintain a commitment to refinement and evolution.

MY 8 COMMANDMENTS (eventually I’ll have two more, and I’ll be perfect)

Working on projects
  • I work FOR the people I work WITH—building respectful, collaborative relationships makes work easier and more fun, and leads to better work.
  • I can’t stand wasting time (or money). I do what I can to make work better AND faster—while recognizing that people are not robots, and creativity and inspiration are not linear.
  • When possible, I avoid work in silos—great inspiration comes through creative collaboration.

As a director
  • I can’t possibly know everything and won’t pretend to—talented people need space to work their mojo.
  • People deserve to receive clear direction.
  • People deserve to be shielded from dysfunctional company B.S. that gets in the way of their work (while I work to correct the underlying problems).
  • It is my responsibility to mentor and nurture junior staff—nobody should have to fend for themselves or get hung out to dry; people with talent deserve support so they can grow.
  • Everyone deserves to be treated with humanity and respect—people are not machines, and companies that treat them that way deserve to wither.

 

SOFTWARE I USE
I’m PC and Mac fluent. For UX work, I’m at ease with InDesign, Visio and Omnigraffle, and I experiment with Axure, Balsamiq, iMockups for iPad and other software from time to time that promises to change life as we know it.

I use all the usual office software. I get around Photoshop pretty well, and I dabble with Illustrator and Dreamweaver. I’ve built simple html+css sites. I manage blogs and sites with WordPress and Joomla, which I customize where I can and for which I bring in developers when I’m over my head.

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CURRENT PROJECTS

HEY, NEIGHBOR!

We created a social networking site focused on creating stronger connections in the neighborhood. The cornerstone of Hey, Neighbor! is a Favor exchange that allows neighbors to help each other with little favors and give feedback that helps build trust among neighbors that may or may not yet know each other. Our trust system lets you mark your own Trusted Neighbors so you can message them as a group when you ask for a favor or post an announcement to your neighborhood. If LinkedIn is for work, and Facebook is for family and friends, Hey, Neighbor! is for just the kinds of things you want to share with your neighbors. Beta v1.0 is live. Behind the scenes, v2.0 is being re-architected to simplify the organization, create specific interest areas and improve user profiles to make it easier and more fun to find commonalities with neighbors you may or may not already know.

POP GOAL: A GOAL ACHIEVEMENT APP

I co-created a web app (and planned a mean mobile app that hasn’t been developed yet) that will help you finally crack that elusive goal you’ve been struggling to achieve. How? By helping you to break down your goal into small pieces, getting your closest supporters to keep you motivated and hold you accountable, and by dangling incentives and rewards that help to make it fun. It’s the spoon full of sugar for goal achievement (with which you’ll stay more engaged, and be more successful). The first version is now live at PopGoal.com.

IN THE INCUBATOR

I’m dabbling with a few app ideas in my scraps of free time: one related to socializing music, one about sharing your family wisdom, and another one called “The Surprise App” that will offer personal, daily surprises (that’s all I can say). I’ve developed detailed v1 schematics for each of these ideas and I’d love to pursue any one of them (they range in intensity of effort required to build), but I need a tech partner to help prototype and bring these babies to life. If you’re a mobile developer who knows Objective-C, and/or Android, and wants a motivated partner with a vicious hunger to succeed, get in touch.

UX REHAB

I periodically update a blog of both great and pathetic experiences at UXrehab.com. Subscribe and get my thoughts on the latest inspirations and needed interventions in the world of customer experience.

YOUR PROJECT?

Because my startup work ebbs and flows and can be turned into night and weekend work, I am often available for freelance work. Get in touch and let’s talk about how I can help build or improve your site, app, customer flow, and/or make your team stronger.

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GET IN TOUCH