Interaction Design
Interaction design bridges the gap between task analysis and visual design. This stage of the process is where I evaluate each action a customer will need to take and design an interface that both communicates the needed interaction and allows for that interaction to be accomplished with a minimum of cognitive load and no errors. Variables to consider in interaction design include whether a given interaction should be open set (text entry) or closed set (menu), or whether single select (radio buttons) or multiple select (checkboxes), among many other considerations.
Heuristic Analysis
Expert heuristic analysis is based on deep understanding of human cognition, including attention and perception, as well as best practices in UX design. Without any user testing, many UI problems can be identified and corrected through analysis of the intended tasks relative to the visibility and discoverability of information and control elements of the system interface.
Information Design
Information Design (ID) refers to the organization of information throughout a system or site UI. When the information architecture is designed correctly, the user can navigate more easily, avoid errors and focus better on the task at hand. Good information architecture reinforces users' situation awareness and reduces cognitive load, resulting in a more successful and enjoyable user experience.
Rapid Iterative Testing
Rapid user testing using prototypes takes the guesswork out of how users will interact with an app or system. I can create complex interactions using tools like Axure, Balsamiq and Rapidweaver, test them on users, modify and test again in quick succession.
Cognitive Walkthrough
Cognitive walkthrough is a key component of interaction design. After the user analysis and the task analysis, scenarios are used to have customers try out a design and give you their thoughts through the process. This is the best way to uncover design problems that don’t show up when those more familiar with a design (developers, designers, etc.) take it for a test drive. It also provides access to users’ state of mind, which can be elusive without this technique.
User Analysis
Valuable user insights are gleaned from interviews, focus groups, surveys and rating scales. It's very easy to interview someone or hand them a survey, but it takes exceptional communication skills to ask the right questions that will result in a design that meets their needs, sometimes in a manner they could never have anticipated.

These customer insights are used to generate personas and journey maps. These artifacts help focus design efforts on the users, rather than the content, and are especially crucial for systems with multiple touchpoints, including ongoing service experience providers.

I have been a communication expert for over 20 years, and have published papers in peer-reviewed journals on a number of communication topics, including assistive technology, speech perception, and user assumptions when communicating verbally with robots.
Task Analysis
Task Analysis is the core skill of the usability expert. Unfortunately, it is a skill lacking in most self-taught user experience designers. The task analysis breaks down tasks into a sequence of task elements. From these task elements, the usability expert can identify information and control requirements for the system.