Joseph Lakey
jhlakey@gmail.com
901-268-7254
linkedin.com/in/joseph-lakey
Memphis, TN
Overview
UX Architect with extensive background in many aspects of application and website development seeking a role where I can contribute to outstanding user experiences. I have a strong track record of accomplishing organizational goals while staunchly advocating for users.
Expertise
User advocacy
User journeys
User stories and requirements
Persona development
Structured content
Accessible design
Agile methodology and practices
Education
MS Business Administration, Management Information Systems
University of Memphis, 2006
Bachelor of Arts, International Relations
University of Memphis, 1995
Paralegal Certificate
University of Memphis, 1996
Technical Skills
Sketch
Invision
Adobe XD
Balsamiq
Jira
Confluence
Trello
Google Analytics
Adobe Analytics
HTML, CSS, Javascript
Experience
Lead UX Architect
Jun 2016 – Jun 2020
Hilton Worldwide, Memphis TN
Crafted unique, unforgettable user experiences. Worked with other disciplines—visual design, UI and backend development, copywriting, user research—to create a shared vision and awesome products.
Senior Information Architect
Sep 2013 – Jun 2016
Hilton Worldwide, Memphis, TN
Developed content strategy, site architecture, navigation structure, and user task flows for internal and external websites, including mobile and responsive views. Gathered and documented business and system requirements for multiple projects.
Programmer Analyst Advisor
Oct 2007 – May 2013
FedEx Services, Collierville, TN
Designed and developed FedEx shipping automation and revenue applications. Analyzed and documented business and system requirements. Planned and coded new features, enhancements, and defect fixes.
Senior Technical Analyst
Jun 2006 – Oct 2007
FedEx Services, Collierville, TN
Gathered and documented user and business requirements. Developed web applications to support FedEx Technical Services. Developed content management system for technical support.
Project Management Advisor
Sep 2004 – Jun 2006
Federal Express, Collierville, TN
Wrote and edited user guides and training material for FedEx Technology Services. Automated online delivery to diverse audiences across the company. Chaired the FedEx Online Library Steering Committee.
Senior Technical Writer
May 1997 – Sep 2004
Federal Express, Memphis, TN
Wrote and illustrated policy, procedure, and operations manuals. Managed change process and publication schedules. Migrated publications to corporate intranet.
Achievements
GEM – Guest Engagement Manager
Guided a cross-functional team to create a consistent, intuitive user experience for a web app used by all call-center and customer support agents. The app replaced multiple legacy systems, and close coordination was required to ensure functionality was in place as legacy systems were decommissioned. Accessibility was a priority; blind and visually impaired agents were actively using the system.
Hilton API Documentation Portal
Merged multiple external and internal sites into one simplified portal for information on Hilton’s API. The site included detailed documentation as well as overviews and usage guides.
Hilton Customer Support
Redesigned Hilton’s online customer support experience. Replaced multiple, redundant sites with a single site. User testing and analytics were used to determine most used content. The new site shares a common content repository with customer support agents to ensure guests receive consistent, timely support.
ConTEXT
Created an internal site for content strategy and development teams to document standards and processes, as well as detailed user guides for their CMS systems.
Hilton Management Services
Redesigned the site used by hotel owners and prospective owners to engage with the Hilton Management Services team. The site highlights the benefits of using the HMS team, as well as providing support and contact information for current owners.
Taste of Waldorf
Created a site that showcases the many adventures available as a part of a Waldorf experience, such as helicopter tours, exploring ancient ruins, and driving exotic street racers.
All Suites – Bring It!
Designed a new website that showcased the benefits of all of Hilton’s all-suites brands while highlighting each brand’s unique amenities.
FedEx Technical Services CMS
Designed and developed a content management system for the FedEx Technical Services organization. The system included a review and approval workflow and allowed role-based access to different content. Navigation was dynamically updated when content changed, and users could search full text or article attributes.
FedEx Online Library
Chaired the FedEx Online Library Steering Committee, which developed processes and standards used across the company to publish on the FedEx intranet. Led the FedEx Operations P&P documentation program, which published Policy and Procedures manuals and operations guides to both print and online.