User Experience & Digital Strategy Leadership

A compassionate, driven and tenacious problem solver with over 20 years of experience

Explore my work

WHO

Having two first names, I simply go by Roy.

I couldn’t say the alphabet chronologically until the third grade and reading was always a misery. I got an F in Latin. As a dyslexic, I had enough trouble with one language.

The government classifies dyslexia as a disability. However, while it certainly brings challenges, I believe it is a gift. Dyslexia lets you develop your own method to analyze things and approach problems. Built to be a winner, it led me to focus on my strengths and into the world of the fine arts, design and technology. I hold a Bachelor of Fine Arts in Painting from the Maryland Institute College of Art.

"Good design is good business"
- Thomas J Watson

For over 20 years, I've been working at the intersection of business, technology, and the user, to design customer-centered experiences that drive business results. My experience spans in-house, agency, and service consulting roles across Finance, Healthcare and eCommerce verticals.

Being a reluctant reader, I understand how critical it is that content is designed effectively. However, content is often thought of as somehow separate from the design of the user experience and yet it is the user experience. When the content is set against a background of a complex regulatory environment, legacy industry processes and confusing nomenclature, it becomes critical to focus on moving complexity away from the customer and making the status of business processes transparent and approachable.

Good design is accessible design.
Steven Roy

WHAT

Culture & Teams

Proven and repeatable method for building teams from the ground up with established mature design cultures capable of solving wicked problems.

Design Thinking

Adept at establishing design thinking practices,  training methodologies and connecting diverse disciplines into unified project teams.

Process & Systems

A three-dimensional thinker that sees the patterns in the noise, I have successfully operationalized UX design methods into a repeatable process to solve business problems. 

Design Facilitation

From project teams of 5 to 55, I've fostered a nurturing environment that supports radical candor in the formation of interdisciplinary teams that cross enterprises.

Digital Strategy

Working at the intersection of marketing, the business, technology, and the user to design customer centered experiences that drive business results.

User Experience

From napkin sketch to fully functional simulations, I understand how to balance intuition with behavioral evidence and research that solve problems and addresses unmet needs.

OVER 20 YEARS OF DESIGN EXPERIENCE

WHERE

Building a successful user experience consultancy and running a small business for over seven years. I have the heart of an entrepreneur with the balance of tremendous patience that allowed me to successfully transition into the Agency and later the in-house Agency worlds.

I cut my teeth in the Agency world working on product and brand experiences for pharmaceutical companies and medical device manufacturers. These experiences, in this highly complex and regulated space, allowed me to gracefully transitioning into the financial vertical.

I my last position as the Managing Director of User Experience Strategy at Charles Schwab, a leading financial institution with over $3.5 trillion under management. My responsibilities span leading digital design, strategy, engineering and quality assurance within Schwab’s in house agency.

In this role I built a team of 40+ UX Architects, Content Strategists, Engineers and QA resources that design and implement omni-channel brand experiences across the Charles Schwab Corporation.

At Charles Schwab I led the:

  • Creatation of Schwab's UX strategy team from the ground up
  • Redesigned Schwab’s public facing retail web experience. Twice.
  • Overhauled Schwab’s retail on-boarding experience.
  • Designed Schwab’s online Branch experience. 
  • Established a modern interdisciplinary design process in partnership with technology and business teams.
  • Scaled the adoption of an enterprise wide project management platform, WorkFront, to establish modern, efficient, collaborative design practices.
Clients

HELLO

I'm always interested in talking about good design in buildings, brands, the digital realm and the natural world.

ROY@STEVENKROY.COMLinkedIn