Humble Beginnings
​My love for customer experience spawned from my passion for usability and human computer interaction.
I still remember when I learned about usability my junior year in college as an industrial engineering student. I found an internship at SAS that year, where I gained hands on usability testing experience and I fell further in love. Working as a usability intern gave me the chance to use my analytical and organizational skills and utilize my extrovert personality.
​After SAS I begin working at Lenovo.  Initially I was hired as a user researcher for lenovo.com. However, I was able to work with some amazing digital product designers and quickly learned user experience /product design. I feel in love all over again and moved from solely conducting user research and usability tests to creating solutions and experiences based on my research findings. After working strictly on digital products, I felt like the broader context which we worked to understand was always overlooked by clients requesting digital solutions. The problems that existed required much more than digital solutions and I became more curious and eager to solve the problems that the digital tool we were creating was not going to solve.  I begin to truly take a step back and focus on the end-to-end experiences to developing great experiences for customers. 

#Socials

Skills

What I Can Do

  • Human-centered design
  • Workshop Facilitation
  • Customer and Stakeholder Research 
  • Behavioral Persona Development
  • Customer Journey Maps
  • Service Blueprints
  • Metrics & Survey Research Analysis
  • Scenario & Storyboard Creation
  • Competitive/Comparative Analysis
  • Customer Experience Strategy
  • Digital Design
    • Information Architecture & Site Maps
    • Interaction Design
    • Content Strategy
    • Heuristic Evaluation
    • Responsive & Adaptive Web Design
    • Taxonomy
    • Wireframing & Prototyping
    • Search Strategy
    • User Flows
    • Usability Testing​
  • ​Service Design
  • ​Future State Visioning

What I Use

  • Reporting: Microsoft Office, PowerPoint
  • Prototyping: Invision, Figma, Sketch 
  • Usability testing: Optimal Sort, Usabilia
  • Collaboration: Invision, Trello, JIRA, Teams, MURAL
  • Voice-of-the-Customer: Medallia, Qualtrics

Industries I've Worked In

  • Government
  • Ecommerce/Retail
  • Insurance
  • Healthcare
  • Higher Education
  • Scientific Research
  • Finance
  • Associations

Education

North Carolina State University

Master of Science, Industrial Engineering, Concentration in Human Computer Interaction
Graduated: May 2008

North Carolina A&T State University

Bachelor of Science Industrial Engineering 
Graduated: May 2005

Fun Facts
​Enjoys: Hang gliding, kayaking and hiking in the rainforests
Created: Healthcare robot interface in graduate school
Lashanda Hodge | Resume | Mobile: (919) 272-5661
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