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Jennifer Maples

Jennifer Maples

Creative Strategist & User Researcher

Independent Consultant

Creative Strategy & User Research

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Independent Consultant

Creative Strategist & User Researcher

• Independently partner with organizations to help them understand people’s needs and design delightful experiences.

• Lead user research, brand and design projects from end-to-end and consult on a contract basis. Specialize in translating user insights into innovative solutions, with expertise in human factors, qualitative/ethnographic research, primary interviews, qualitative analysis, CRM management, user testing, prototyping, and actively collaborating with designers.

• Recent clients include IDEO.org, AIGA SF, Galileo Learning and Strategy TNT. For more details contact me about my portfolio.

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Strategy TNT

Founder | Creative Director

Galileo Learning

Marketing Manager—Customer Experience

• Performed qualitative and quantitative research on parents and children to inform a redesign of the communication strategy. As customer experience lead in 2013, increased registrations by 20% and revenue per customer by 3%—the greatest increase in 3 years.

• Oversaw a corporate rebrand, curated fluid customer experience across digital and non-digital platforms. Partnered with the product, field and customer service teams to incorporate customer insights and implement the new brand voice.

• Strategized positioning, ideated concepts, and art directed designers to create print and digital materials. Campaigns included targeted 1:1 customer emails, web design, social media, direct mail, advertising, event displays, and core collateral.

• Optimized CRM with Salesforce Administrator for redesign of communication strategy, segmenting and testing customer profiles.

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Galileo Learning

Marketing Specialist—Community

• Conducted weekly parent interviews and compiled insights to inform marketing, field and product teams. Research drove implementation of a new marketing strategy that exceeded revenue goals for the first time 3 years.

• Facilitated parent workshops assessing Galileo’s perceived brand value and parents’ unserved needs. Provided a recommendation for an additional workshop series that tripled parent engagement.

• Built relationships with schools, parent organizations and community stakeholders to understand concerns of 30 different micro-communities.

Career

The Volunteer Center

Nonprofit Coordinator

• Researched needs of nonprofits and corporate clients to locate opportunities for volunteer engagement. Clients included Intel, Gap, Adobe, Salesforce.com, Deloitte, PG&E, Edgewood Center for Children and Families, Larkin Street Youth Services, and United Way.

• Coordinated nonprofit and corporate workshops on volunteer best practices. Managed large-scale events with over 1000 attendees at Moscone Center and Gap headquarters.

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Tiny Prints

Samples Administrator

• Managed customer reprint program, ensuring that printed stationary quality met customer expectations.

• Redesigned inventory process to increase accounting accuracy and staff efficiency.

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Courtauld Institute of Art, U. of London

History of Art

Whitman College

Bachelor of Arts, Art History & Visual Culture; Studio Art