2000-2003 Microsoft MSN communications researcher

Employment context:

Microsoft USA MSN product teams covering communications experiences across multiple applications and product teams.

Responsibilities included:

1. Define and drive the communications experience for the new MSN Explorer client dedicated to providing novice internet users with a clean easy integrated experience.
2. Build the product teams’ in-depth understanding of consumers’ communicative practices by representing diverse data sources (observation, interviews, surveys) through Personas. 
3. Advise on how the identified target product user groups currently used services provided by Hotmail, MSN Messenger, and the likely users of  a new collaborative web browsing ability to scope whether and how to effectively integrate these services.

The communication personas were subsequently used to focus development of Microsoft’s diverse consumer communications services including Hotmail, Outlook Express 6.0, MSN8 Mail, MSN Messenger 4.5 and Windows Messenger V.4.

International conference workshop program organisation: Computer Supported Cooperative Work 2002

Patent example: Method and system for identifying message recipients

Influential colleagues

• Hillel Cooperman
• Tjeerd Hoek
• John Pruitt
• Jonathan Grudin
• Gayna Williams