Jay Eskenazi – Business & Product Development
Jay focuses on developing new clients, strategic partnerships and new product development. As a seasoned user researcher and manager of user research teams, he has personally conducted or supervised in-person and online research with thousands of research participants in the U.S., Japan, Canada, UK and Australia. Jay’s research career spans 20 years, with the last decade focused on user interface issues. He served as a user researcher on Microsoft’s e commerce properties for two years before creating and managing Expedia’s User Experience Research team for 7+years.
Jay earned his B.A. in Psychology from University of California at Santa Cruz, an M.A. in Communication from University of California at Santa Barbara, and an M.A. in Psychology and a Ph.D. in Clinical Psychology from Alliant International University in San Diego. See Jay’s full profile on LinkedIn.
Steve Gissin – Partner
Steve is an experienced user experience consultant who guides senior leaders of Fortune 500 companies. As an experienced facilitator, Steve has provided research solutions for some of the top e commerce companies in the world. During his 10+ years of experience, he has moderated hundreds of focus groups, ideation sessions, individual interviews, usability lab sessions, and eye tracking research for a variety of Fortune 500 clients. Currently he manages client relationships and provides strategic consulting. Prior to founding Customer Experience Labs, Steve served as the Director of the User Experience Group at Auragen where he managed research and design teams to help Fortune 500 clients craft intuitive and easy to use online experiences aligned with strategic objectives. And for the last several years he served as the owner of Customer Relevance, a boutique research firm.
Steve holds a Bachelors degree in English from the State University of New York at Brockport. He is also a certified Creative Problem Solving Institute (CPSI) facilitator. See Steve’s full profile on LinkedIn
Sabrina Klein – Consultant
Prior to joining Customer Experience Labs, Sabrina spent nearly five years as a Usability Analyst for Usability Sciences. As an analyst, Sabrina has managed diverse high profile clients including Dell, Eli Lilly, Microsoft, Bank of America, GE, and FedEx Kinkos. She has played a key role in evaluating and improving websites, as well as hardware products such as scanners, mobile phones, and calculators. Sabrina also has experience conducting studies internationally in the United Kingdom, Germany, and France.
Sabrina is an active member in the Usability Professionals Association and she also facilitated a workshop for experienced usability practitioners at the 2007 UPA Conference in Austin. She attended University of Montana and graduated with a Bachelor’s degree in Communication Studies. View Sabrina’s full profile on LinkedIn.
Gretchen Ziobro – Consultant
Gretchen Ziobro is a dedicated user advocate committed to enhancing both the customer experience and the bottom line. Through ten years of industry experience, Gretchen has developed and refined her expertise in a full complement of research techniques including usability testing, heuristic evaluation, card sorting, data analysis, contextual inquiry, and persona development. Gretchen has provided research services to companies large and small and has worked within both agile and traditional waterfall models of software development. Prior to joining Customer Experience Labs, Gretchen worked as an independent usability consultant, conducting user research for clients and providing training and mentorship to budding researchers. Gretchen spent seven years at Expedia.com as a user experience researcher and a UX program manager. As a user experience researcher she provided usability services internally and served in a consulting capacity to Expedia’s sister and partner companies. As a program manager she defined the user experience for v1 of Expedia’s cruise interface and was co-inventor of a patented vacation rental booking application.
Gretchen holds a Bachelor of Arts in Critical Social Thought from Mt. Holyoke College. View Gretchen’s full profile on LinkedIn.