Bill is one of the foremost experts in the area of user experience. His 20-year career has centered on leveraging customer behaviors, needs, desires, and pains to design products and services that are both engaging and intuitive for customers, and profitable for businesses. He has also specialized in the application and development of new user experience metrics and how they align with KPIs.
Prior to joining Mach49, Bill led Bentley University’s User Experience Center, where he partnered with over 100 global companies to help drive innovation and solidify their competitive advantage through user experience research, design, and strategy. He also taught various user experience courses at Bentley University, which is widely recognized as one of the top user experience graduate programs in the world.
His research in user experience, human-computer interaction, service design, and usability has been published in leading academic journals and presented at over 50 national and international conferences. He also co-authored two books, “Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics” and “Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies," and is Co-Editor in Chief of the Journal of Usability Studies.
Bill holds a PhD in geography (spatial cognition) from Boston University, in addition to a BA and MA in geography from the University of Washington. He also completed postdoctoral research at Nissan Cambridge Basic Research, in affiliation with the MIT Media Lab.