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Dedicated Team that is Passionate about User Experience

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Our senior staff consists of some of the sharpest minds in the user experience field. The UX associates are pursuing their Master of Science in Human Factors in Information Design at Bentley University.

Executive Director, Bill Albert, PhD

phone: 781.891.2608

Bill Albert is Executive Director of the User Experience Center at Bentley University. Albert brings more than 15 years of experience in user experience research and design to his role leading the center. He has expertise in user interface design, information architecture, qualitative and quantitative research techniques, and user experience strategy. Prior to joining Bentley, Albert was Director of User Experience at Fidelity Investments, Senior User Interface Researcher at Lycos, and Post-doctoral Research Scientist at Nissan Cambridge Basic Research. Albert is currently an adjunct professor in the graduate program in Human Factors in Information Design at Bentley University.

Albert has published and presented his research at more than 30 national and international conferences. He co-wrote (with Tom Tullis) the first book on usability metrics, Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics (first edition 2008, second edition 2013). He also co-wrote (with Tom Tullis and Donna Tedesco), Beyond the Usability Lab: Conducting Large-Scale Online User Experience Studies in 2010. Albert is Co-Editor in Chief of the Journal of Usability Studies.

Albert has been awarded prestigious fellowships through the University of California Santa Barbara and the Japanese Government for his research in human factors and spatial cognition. He received his BA and MA degrees from the University of Washington (Geographic Information Systems) and his PhD from Boston University (Spatial Cognition). He completed a post-doc at Nissan Cambridge Basic Research.

Principal Consultant, William Gribbons, PhD

phone: 781.891.2926

Bill Gribbons (@wgribbons) is Director of the graduate Human Factors program at Bentley University, Waltham, Massachusetts. The Human Factors program at Bentley is among the largest and most respected user experience programs in the country. In 2013, he established a west coast campus for the program in San Francisco. Bill also teaches Innovation in the Bentley MBA.

In 1999, Dr. Gribbons founded the User Experience Center at Bentley, and continues to hold a senior consulting role. For over twenty-eight years he has provided strategy, product design, and user experience consulting services to technology groups around the world. In 2013, he founded the Bentley UX Studio in Cambridge, Massachusetts. The mission of the studio is to demonstrate the value of user experience research and design to the success of early-stage start-ups.

Bill received his Ph.D. from the University of Maryland. He is a member of the Mass High Tech Council. He has appeared on, and been quoted by, local and national media including the Associated Press, the Boston Globe, Bloomberg News, Boston Business Journal, Computerworld, Mass High Tech, The Financial Times, U.S. News & World Report, USA Today, the Washington Times, East Bay Business Times, ABC “20-20”, Business 2.0, a nationally syndicated radio show (A Touch of Grey), Investor Business Daily, Times Higher Education Smashing Magazine, Knowledge@Wharton, and the Atlanta Journal Constitution.

His long-term research interests center on the building of a unified theory defining the user experience and the promotion of user experience as a guiding business strategy.coming out in the next year and is a frequent speaker at conferences like SXSW, Collision, Future of Web Design, and Webvisions

Principal Consultant, Elizabeth Rosenzweig

phone: 781.891.2032

Elizabeth Rosenzweig is a Principal Usability Consultant at the User Experience Center. She has worked as a consultant and employee in several major corporations for more than 28 years. Her experience includes design and development, ranging from website and applications to hardware products and technology development. Elizabeth has completed projects for many major corporations and academic institutions. She holds four patents in intelligent user interface design

Elizabeth is Founder and Director of World Usability Day, which she started in 2005 after her term as President of Usability Professionals Association was completed. World Usability Day has grown to include 44 countries with more than 180 events. Elizabeth was recognized for this work through the UPA Lifetime Achievement Award in 2009,

Elizabeth is the author of the book Successful User Experience: Strategies and Roadmaps published by Morgan Kaufman and frequently publishes in industry journals, has written chapters in three published books and presents lectures at conferences around the world.

Elizabeth holds a Bachelor of Arts in Fine Art Photography and Printing Technologies from Goddard College and a Master of Science in Visual Studies (User Interface Design and Computer Output) from the Media Lab at MIT.

Senior Consultant, Lena Dmitrieva

phone: 781.891.2609

Lena Dmitrieva is a Senior Usability Consultant at the User Experience Center. Lena brings more than a decade of experience in UX consulting to her work at the center.

Lena is passionate about empowering users of all ages and walks of life with efficient, easy to learn, and enjoyable products. She strives to help her clients create successful customer experiences by connecting with their users, understanding their needs, and translating those needs into product solutions.

Lena enjoys the challenge of identifying appropriate UX methodologies and has extensive experience conducting user experience projects as well as training others in User Experience work.

Her skills include User Experience Project Implementation and Management, Information Architecture Analysis, Usability Testing, Expert Reviews, Heuristic Reviews, Competitive Evaluations, Focus Groups, Field Research, User Requirements Gathering, Development of User Profiles/Personas.

Lena is a generalist and has worked with clients across industries and product platforms. Her partial client list includes Payless ShoeSource, T. J. Maxx, Sperry Top-Sider, Stride Rite, New York & Company, Fidelity Investments, Citizens Bank, TIAA Cref, H&R Block, Banknorth, Staples, Arnold Worldwide, One to One Interactive, Cabot Corp., Colgate University, Houghton Mifflin, Liberty Mutual,, McKesson, Newsedge, Raytheon, Smarter Travel, Royal Caribbean, Volkswagen, CORT Furniture, MIT Alumni Association, Planned Parenthood of America, Putnam Investments, Brigham and Womens Hospital, Genzyme, JA Worldwide, Metromix, PNCGIS, Lionbridge,.

Lena holds Master of Science with Distinction in Human Factors from Bentley University. She is a member of the Usability Professionals’ Association, the Human Factors and Ergonomics Society, and the Greater Boston SIGCHI. 

Senior Consultant, Peter McNally

phone: 781.891.2893

Peter McNally is a Senior Usability Consultant at the User Experience Center. Pete has more than 20 years’ experience in usability, information architecture, accessibility, and software engineering. His current areas of interests include the intersection of user experience (UX) and customer experience (CX), universal design, and internet of things (IoT). 

Regardless of the area or technology, Pete always focuses on the human at the end of the product, so they can have the most seamless and engaging experience.  He has worked with users and designed digital experiences in the financial services, healthcare, government, education, energy, manufacturing, defense, and electronics industries.

Prior to joining the center, Pete was a Principal Consultant in the CSC User Experience Practice, Senior User Experience Architect at HP Enterprise Services, Research Officer at University of Hertfordshire in the UK, and Senior Software Engineer at 3M Health Information Systems.  Pete holds a Bachelor of Science in Computer Science from Northeastern University and a Master of Science in Computer Science from Rensselaer Polytechnic Institute (RPI). He is a member of the International User Experience Professionals' Association (UXPA), ACM CHI, Boston UXPA, and Boston CHI.

Consultant, David Juhlin

phone: 781.891.3142

David Juhlin is a User Experience Consultant at the User Experience Center at Bentley University. He has managed well over 30 user experience projects, all with varied characteristics and in different domains. David has a strong ability to balance the user experience with business objectives. He consistently aims to improve the products, not just for the user, but for the bottom line of the company

David has a broad skill set he has developed through work experience, research projects, and his enormous interest in UX and related disciplines. His skill set can be broken into four categories: UX Strategy, Testing & Assessment, Design, and Business.

David’s diverse skill set has helped him in his work with many different clients, on a variety of products (both software and hardware). Some of his clients include: American Student Assistance, Analog Devices, CA Technology, Eastern Bank, Fidelity Investments, Mass Mutual, Rockland Trust, Siemens Healthcare, Sonos, TD Bank, and TIAA-Cref. In addition to client work, he also teaches Online UX Research Tools in the User Experience Certificate Program at Bentley, and writes his own blog (

David holds a Master of Science in Physics with a concentration in Human Interaction from Lulea University of Technology in Sweden. He is currently pursuing an MBA. Prior to joining User Experience Center, he created his own company (GoUsability), and was an Interaction Designer at Walking Thumbs. David also assists with marketing for the Journal of Usability Studies, and is a member of the International User Experience Professionals Association (UXPA). 

Consultant, Heather Wright Karlson

phone: 781.891.2678

Heather is a Usability Consultant who is passionate about conducting a variety of formative and summative research in order to improve interactions that people have with technology, services, and products. From interviews and usability studies, to ethnography, wireframes, and prototypes, Heather is keen to improve products and services across industries and understands that by looking at human behavior we can tease apart complex challenges in order to improve the experience.

She has worked with a wide range of stakeholders across industries including financial services, e-commerce, education, transportation, retail, insurance, biotechnology, and technology to improve customer facing as well as internal facing systems. When identifying and communicating areas for improvement to her clients she is focused on making actionable recommendations that are based in a solid understanding of a study’s goals and needs.

Heather holds a Master of Science in Human Factors in Information Design from Bentley University, a Master of Education in Curriculum and Instruction from the University of Massachusetts, and a Bachelor's of Arts in Individualized Study from the Gallatin School at New York University.

Heather is a member of the User Experience Professionals Association and BostonCHI, and the Boston area chapter of SIGCHI.   In addition to client projects, Heather’s research interests include usability and the aging population and well as UX research tools. To learn more about what she’s interested in look for her on twitter @uxheat