Elementor #13


Affinity diagram for cardiac monitor

The customer was having trouble choosing a direction for the project. There was no budget or time to work with end users. I collected comments from a user forum, and with an engineer on the project, grouped the comments into themes. I used the themes to structure a workshop with the customer and guide initial sketches of a solution. The work gave the customer direction and empathy for their users.


John Milanski
Louisville, CO | 720-304-3661 | john@milanski.com | linkedin.com/in/milanski

Senior UX Researcher

Leads cross-functional teams using an ethnographic, customer-centric development process. Serves as the voice of the customer for all internal teams: talking to customers in the field and designing solutions for them.

Software prototyping and wireframing
(Axure, Balsamiq, iRise)
Customer research
(ethnography, usability testing, interviews, personas, heuristic evaluations, surveys)
Agile development product owner (Rally)
Certification in Product Management
(Pragmatic Marketing, PMC-VI)
Awarded 18 patents globally

User Research Lead, Plexus Corporation 2019 – present

Defining research capability for a 19,000 person, $3B revenue company and all its customers.
User Experience Lead, CenturyLink/Level 3 Communications 2013 – 2019

Oversaw all research and feedback for MyLevel3 – a web-based, business portal supporting an $8 billion revenue company and 150,000 users.
Created a suite of personas based on weekly phone and in-person customer interviews.
Designed and led implementation of a new portal for a 2,500 partner and $1 billion sales channel.
Prototyped software for multiple products (security, internet, voice, data) and divisions.
Defined a responsive mobile customer portal through Google Analytics and customer interviews.
Independent User Researcher 2012 – 2013

Mobiplug/Revolv/Nest/Google – Performed interviews and taught lean ing to a home automation startup.
Medtronic Surgical Technologies – Redesigned and tested lifesaving image-guided surgery software.
Product Manager, Solarwinds/Confio 2011 – 2012

Researched, specified, prototyped, and field-tested critical second product for startup.
Human Factors Engineer, Ricoh/IBM Printing Systems 2007 – 2011

Conducted field observations in the United States, Japan, and Canada for a $3 million printer (HW/SW).
Visited dozens of print shops yearly to define workflows, requirements, and use cases.
Presented field research and market analysis to C-level executives monthly.
User Interface Designer, McKesson Provider Technologies 2006 – 2007

Redesigned hospital software product, creating a new design pattern library and field research process.
Human Factors Engineer, Alion/Micro Analysis & Design 2003 – 2006

Designed and field-tested a mobile computer interface for Army infantry (Future Force Warrior).
Volunteer Experience
ESL Teacher, Intercambio Uniting Communities 2017 – present

President, Rocky Mountain Chapter, Human Factors and Ergonomics Society 2009 – 2011

Firefighter/EMT/Engineer, Louisville Fire Department 2003 – 2016

14 years leading crews in life-threatening fires, gas leaks, and automobile accidents.
Master of Design, Human-Centered Product Design – Institute of Design at IIT, Chicago

Bachelor of Science, Aerospace Engineering – University of Illinois, Urbana


Advancing Research Conference, https://rosenfeldmedia.com/advancing-research-2020/
Rocky Mountain Product Camp, https://rmpcamp.org/

Dollars To Donuts Podcast, https://portigal.com/podcast/
UX Cake Podcast, https://www.uxcake.co/

Medical Technology UX/HF Meetup, https://www.meetup.com/Medical-Technology-UX-HF-Meetup/
UX Book Club Denver, https://www.meetup.com/UXBC-Denver/