Lesley Mottla, Vice President of Product and Member Experience, Zipcar
Driving Customer Experience: Observing and Understanding People
Lesley Mottla, VP of Product and Experience at Zipcar, will talk about why good design means fundamentally staying focused on the people you're serving, deeply understanding how they interact with your product or service, and how good design drives loyalty and growth.
She will explain Zipcar’s approach to understanding customer experiences, how Zipcar strives to continually improve and enhance every aspect of their members’ experience - whether it's on the web, on a mobile device, in a parking lot or inside a Zipcar – and she will provide examples of experience design efforts at Zipcar that have impacted business results.
Lesley and her team are the behind-the-scenes masterminds who improve, design and innovate the Zipcar member experience across all channels—from mobile to web to the Zipcar itself. Among many other cool features, Lesley led the charge in creating Zipcar's smart phone applications, making it possible for the rest of us to reserve a Zipcar and honk its horn from across the parking lot.
Prior to Zipcar, Lesley was part of the Microsoft Office Product Group and held key product management roles at Groove Networks, where she helped take the startup to acquisition, and HP Indigo. Earlier on, working in an international service design consultancy, she led cross-discipline teams to create innovative, service-focused experiences for all kinds of consumers and for global clients like BMW, Sheraton, Weight Watchers and AT&T.
Her passion for developing and delivering great experiences for people is matched by her personal enthusiasm for new experiences. She's co-founded an art studio, co-produced a cooking show for tweens, volunteers each year internationally, and participates on the board of a local non-profit aimed at improving the quality of life for girls in orphanages in the world's poorest countries.
Lesley is a graduate of the University of Massachusetts at Amherst, College of Natural Resources and the National Outdoor Leadership School (NOLS), East Africa. She earned her MBA from Northeastern University.
6:30 – 7:00 Networking over pizza and beverages
7:00 – 8:30 Meeting
8:30 – 9:00 CHI Dessert and more networking!
If you can provide a ride, or if you need one, check out GoLoco, a free ride-sharing connector service: http://goloco.org/groups/5716.
When & Where
What We Do
BostonCHI is the Boston area chapter of ACM's Special Interest Group on Computer-Human Interaction (SIGCHI). Our members, from throughout New England, share ideas and experiences on the rapidly growing and changing area of how computers and people interact. Read the chapter Bylaws.
We have monthly gatherings in the metro Boston area, which are open to both members and non-members at no charge. In addition, members receive a monthly e-mail newsletter. If you're not yet a member, we encourage you to become one!
SIGCHI is a forum for the study of human-computer interaction (HCI) and includes research and development efforts leading to the design and evaluation of user interfaces. The focus of SIGCHI is on how people communicate and interact with computer systems. SIGCHI serves as a forum for the exchange of ideas among computer scientists, human factor scientists, psychologists, social scientists, systems designers and end users. (from ACM SIGCHI)
BostonCHI is an organization of professionals from the New England area in the field of Human-Computer Interaction. Our members represent the diverse interests of that field: graphic arts, documentation, usability, psychology, user interface design, human factors, industrial design, ergonomics, computer science, training, education, and many others.