Richard Douglass has more than ten years experience as a user centered design professional. Currently, he serves as a user experience design manager with Nationwide, a Fortune 500 financial services firm, where he leads a team of user experience professionals to create engaging internet experiences. Previously, Richard was a member of the user experience team with IBM’s Lotus Software Group and manager of a user experience team at Bank One (now J.P. Morgan Chase). He has also taught workshops on user interface evaluation at UPA conferences in both the U.S. and China.
Kayre Hylton is a web usability specialist on the user experience team at Nationwide Insurance. She leads projects ranging from requirements gathering efforts involving contextual studies in the field to usability evaluations of completed live sites—and everything in-between. Kayre holds a Master’s degree in Human-Computer Interaction from Carnegie Mellon University and has been a usability practitioner for three years.