Delta CX Is About Change
If you’re reading this, then you probably need a CX transformation in your life. The companies you look up to, the companies you spend your money with when opening your personal or business wallet, are pursuing and creating changes in vision, strategy, approach, processes, hiring, and culture.
Delta CX is about creating change, and architecting 360 degrees of meaningful experiences. Your customers must have meaningful experiences with your product, service, and brand. Your “customers” are anybody doing business with your company, including partners, agents, procurement specialists, donors, and end-users. Your employees, contractors, and other workers want to have meaningful experiences in their jobs.
We are the change agents who create innovation, disruption, and improvements.
Principal Delta CX Change Agents
Angie Born, MBA
Angie Born has nearly 20 years of experience in UX design and user research. Before the term UX was established, she started her career in “usability consulting” and “user education,” helping clients in Switzerland reach their business goals while (and through) keeping customer needs at the center of their decisions.
She then moved to Australia for some further study, and worked at a large and famous consulting house, a small consulting house, and then in-house for a bank. She describes two of these three experiences as “awesome.”
She returned to Switzerland and joined a startup as Head of Product, but realizing that CX work is where her heart is, she now focuses on user research and consults businesses on how to improve their UX maturity.
Angie teaches at a university where students can specialize in UX as part of a three year bachelor in “Digital Ideation.”
Darren Hood, MSUXD, MSIM
Darren Hood is a CX professional with over 20 years of experience in the discipline. Darren entered the world of UX/CX as a free-lance Web designer and an instructional designer. Being trained and focused on such detail-oriented practices as task analysis, needs analysis, and change management, he quickly fell in love with driving improvement and efficiencies across the business, as well as helping team members to be their absolute best. For the past several years, Darren had advocated for the expansion of UX to include CX within the practice.
Darren holds a M.S. in UX Design from Kent State University, a M.S. in Information Management from Syracuse University, and a grad certificate in Educational Technology from Michigan State University. He is currently pursuing a Ph.D. in Educational Leadership from Northcentral University. Darren serves as an adjunct professor for Kent State University (Kent, OH) and Lawrence Technological University (Southfield, MI) and leads UX workshops at Grand Circus (Detroit, MI).
Larry Marine got his BS in Cognitive Science from UC San Diego in 1990, where one of his professors was Don Norman. Larry has decades of experience, and specializes in observational research, interviews, task analysis, knowledge design, and interaction design. His work has made billions of dollars for American Airlines, Fed Ex, Vanguard Mutual Funds, and Pyxis Medstation, an automated medication dispensing system and enterprise medication management (acquired by BD, Becton Dickinson).
He’s been a guest lecturer on real world application of UX design fundamentals at the Air Force Academy, and has been working for the past year on Air Force Cyber projects.
Dr. Susan Mazur-Stommen
Dr. Susan Mazur-Stommen is an anthropologist who has researched culture, behavior, and sustainability for over twenty years. She is a sought-after keynote speaker on behavior and energy issues. She is a well-known researcher and the author of the ACEEE Field Guide to Utility-run Behavior Programs (2013).
Susan conducts research for a variety of clients, including state governments, federal agencies, corporations, and NGOs. She recently spun off a non-profit LLC, whose primary aim is to act as a start-up incubator for innovative non-profits in the behavior/environment space.
Dr. Mazur-Stommen earned her Bachelor of Arts in Cultural Anthropology from San Jose State University. She received both a Master of Arts and a Doctorate in Cultural Anthropology from the University of California, Riverside. She is a Fulbright recipient and a former Smithsonian Institution fellow. She was the co-chair for the Behavior, Energy, and Climate Change conference from 2011-2014, and serves as a co-chair on the AAA’s MPAAC.
Don Hameluck, PhD
Dr. Don Hameluck has been a Usability/UX Research & Design professional since 1990. He was a founding member of the User Centered Design group at IBM (1990-98), lead Usability Research & Analysis at an early global Internet consultancy (1998-2001) and ATI (2005), and was a professor of courses in Statistics and Advanced Research Design.
Since 2001 Don has been an independent consultant specializing in UX Research/Design of internal and public-facing Enterprise business-systems for JPMorgan Chase, Progressive Insurance, T. Rowe Price, Dun & Bradstreet, Thomson CompuMark, Iron Mountain, Abbott Labs, Procter & Gamble, Kayak, TD Canada Trust, CIBC, Canadian Securities Administrators, Direct Energy, and others.
Don has a Ph.D. in Human Factors Psychology, and is passionate about bringing evidence-based perspectives to the modern design process.
Brass Flowers Inc. is a corporation of the State of Arizona, and is listed in the SAM database. Ptype S.R.L. is an Italian limited liability company.
Delta CX teammates work mostly remotely but can be on-site, short or long term, where needed.