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Profession


Steve Mulder is Director of User Experience & Analytics at NPR Digital Services, where he supports NPR stations across the country in online audience growth and engagement. Through his expertise in digital strategy, design, usability, and business intelligence, he delivers products, services, and consulting that help stations become as powerful online as they are on air. Currently, he's focused on creating a new Analytics Service tailor-made for public media. In his previous life, Steve worked with organizations such as Nokia, Fidelity, Samsung, 3M, and TripAdvisor on their online experiences. He is a regular speaker at web conferences and is the author of The User Is Always Right: A Practical Guide to Creating and Using Personas for the Web.

NPR
2011-present
Director of User Experience & Analytics
NPR Digital Services

ISOBAR (formerly Molecular)
2003-2011
VP, Experience Strategy; Practice Lead, Emerging Interactions
Led the visioning, strategy, design, and execution of successful digital experiences for top global brands. Blended expertise in user experience strategy, customer research, interaction design, and usability to create innovative online experiences that drive results. Also led a practice focused on social media, rich interfaces, openness, and emerging digital trends. Clients include Nokia, Samsung, Philips, Adidas, Fidelity, Finish Line, TD Canada Trust, AIG, and HumanaOne.
Principal Consultant, User Experience
Led the delivery of successful user experiences for multiple clients, from vision through design and implementation. Clients include TripAdvisor, Morgan Stanley, Talbots, PC Connection, TD Waterhouse, VistaPrint, CVS, and RH Donnelley. Developed best practices for customer research, personas, usability testing, and information architecture.

TERRA LYCOS
2001-2003
Manager of User Experience
Directed the global User Experience Group of information architects and usability researchers focused on the many sites that were part of Lycos and Terra. Projects included Lycos Search, My Lycos, HotBot, Matchmaker, Wired News, and the Terra Lycos Style Guide.
Manager of Information Architecture
Developed IA standards for Terra and Lycos, established methodologies and tools, and consulted with product teams.

RAZORFISH
1999-2001
Experience Lead
Responsible for projects across multiple clients, including Gloss.com, Estee Lauder Companies, Chanel, Lotus, and DMNews.com. Led a team of designers, information architects, writers, and interface developers.
Information Architect (Associate Director)
Led creation of site features, site maps, process flows, wireframes, and functional specifications for multiple projects.

TSDESIGN
1998-1999
Senior Consultant
Strategy and design consulting role for various clients, including 3M and WebCriteria. Specializations in information architecture, interaction design, writing, and front-end development. (TSDesign was acquired by Razorfish.)

ZD UNIVERSITY
1997-1998
Senior Editor
Managed editorial content, information architecture, and design of online learning/community site (part of ZDNet).

MACMILLAN PUBLISHING
1995-1997
Product Development Specialist & Editor
Shaped overall book publishing plan in Web design and development areas for Hayden Books. Served as lead editor on numerous books.

Presentations


"The Future Radio Experience"
DMI: Design Leadership Conference (Boston, 11/13)

"Data That Matters" (panelist)
Public Media Development and Marketing Conference (Atlanta, 7/13)

"We Are What We Measure"
NPR Digital Day (Austin, 3/13) - video
Public Radio News Directors Conference (Cleveland, 6/13)

"Mobile is coming! Mobile is coming! Wait, it's already here." (panelist)
Public Radio Programming Conference (Las Vegas, 9/12)

"Creating a Better Online Donation Experience: Working Collaboratively to Raise the Bar and GROW Revenue" (panelist)
Public Media Development and Marketing Conference (Seattle, 7/12)

"Advanced Analytics: Concrete Case Studies to Improve Your Digital Effectiveness" (panelist)
Integrated Media Association Conference (Austin, 3/12)

"Data and UX: BFFs or Frenemies?"
DUXcamp (Washington DC, 10/11)

"Know Thy User: Persona-Centered Design" (workshop)
UX Lx (User Experience Lisbon) (Lisbon, 5/11)

"Side-By-Side Marketing: How Trust Can Make or Break Social Media Marketing"
Social Media & Community 2.0 Strategies (Boston, 4/11)

"The User Is Always Right: Making Personas Work for Your Site"
Web Design World (Las Vegas, 10/10)
Web Design World (Seattle, 7/08)
Web Design World (Chicago, 5/08)
User Interface Engineering Virtual Seminar (5/07)
WebVisions (Portland, 5/07)
DigitalNow (Orlando, 4/07)
Web Design World (Boston, 12/06)
Web Builder 2.0 (Las Vegas, 12/06)

"Your Users Trust Each Other, Not You: Why and How to Implement Ratings and Reviews"
Web Design World (Las Vegas, 10/10)
Web Design World (Seattle, 7/09)
Web Design World (Boston, 12/08)

"Side-By-Side Marketing: How Trust Can Make Or Break The Customer Experience"
Forrester's Customer Experience Forum (New York, 6/09)

"Designing for Discoverability"
Web Design World (Seattle, 7/09)
Web Design World (Boston, 12/07)
Web Builder 2.0 (Las Vegas, 12/07)

"Rich Interface Design: How AJAX Changes Everything"
WebVisions (Portland, 5/09)
Web Builder 2.0 (Las Vegas, 10/08)
Web Design World (Seattle, 7/08)
Web Design World (Chicago, 5/08)

"Web 2.0 Strategy and Design" full-day workshop
UIE Web App Summit (Newport Beach 4/09)

"Personas: Beyond the Basics" (full-day workshop)
Software 2009 (Oslo, 2/09)

"Let the People Speak: How Users Are Changing the Web"
Web Builder 2.0 (Las Vegas, 10/08)
PodCamp Boston (Boston, 10/07)
American Marketing Association Digital Marketing Summit (Pittsburgh, 10/07)
Web Design World (Seattle, 7/07)
Web Design World (San Francisco, 3/07)
Web Design World (Boston, 12/06)
Web Builder 2.0 (Las Vegas, 12/06)

"AJAX and Web 2.0" full-day workshop
Higher Education Web Symposium (Philadelphia, 7/08)

"What Consumers Say About Your Brand Online"
American Marketing Association (Boston, 5/08)

"AJAX and RIAs: Moving Functionality Over to the Client"
Web App Summit (San Diego, 3/08)

"Second Life: Business Boom, Bust, or Both?"
Web Design World (Boston, 12/07)
Web Builder 2.0 (Las Vegas, 12/07)

"Making Web 2.0 Usable: An AJAX Case Study"
Web Builder 2.0 (Las Vegas, 12/07)
Web Design World (Seattle, 7/07)
Web Design World (San Francisco, 3/07)
Web Design World (Boston, 12/06)
Web Builder 2.0 (Las Vegas, 12/06)

"Making Personas Work for Your Website" (workshop)
IxDA Boston (Watertown, 11/07)
Documentation & Training East (Lowell, MA, 10/07)

"You Are Not Your User: Proven Techniques for Discovering Who Is"
Voices That Matter: Web Design Conference (San Francisco, 10/07)

"Incorporating the Social Networking Features of Web 2.0" (panel)
Endeca Discover Conference (Boston, 6/07)

"UX Research Beyond Software Design: A Comparison of Customer-Centered Research Techniques" (panel)
Boston Mini-UPA Conference (Bentley College, Waltham, MA, 5/07)

"Web 2.0 - What Is It and What Does It Mean?" (with Riccardo La Rosa)
Babson Executive Education Program (Babson College, Wellesley, MA, 5/07)
Center for Information Management Studies Workshop (Babson College, Wellesley, MA, 1/07)

"Make AJAX Work for Your Site and Your Users: A Case Study on Improving Product Selection"
AJAXWorld (Santa Clara, CA, 10/06)

"Next Generation of Web Applications" (panelist)
User Experience Week 2006 (Washington, DC, 8/06)

"Designing for Real User Behavior"
Web Design World (Seattle, 7/06)
Web Design World (San Francisco, 1/06)
Web Design World (Boston, 12/05)

"Finding Things My Way: Faceted Navigation"
Web Design World (Seattle, 7/06)
Web Design World (San Francisco, 1/06)
Web Design World (Boston, 12/05)

"The Faceted Interface: PC Connection Case Study"
Discover 2006: Endeca User Conference (Boston, 6/06)
Usability Professionals Association, Boston Chapter (Boston, 5/05)
Information Architecture Summit (Montreal, 3/05)

"Bringing More Science to Persona Creation"
Information Architecture Summit (Vancouver, 3/06)

"Personas: Making Your Users Real"
Documentation and Training Conference (10/05)
Web Design World (Seattle, 7/05)
Web Design World (San Francisco, 3/05)
Web Design World (Boston, 12/04)
Boston-IA (Waltham, MA, 9/04)

"How Users Surf: What Usability Tests Reveal"
Web Design World (Seattle, 7/05)
Web Design World (San Francisco, 3/05)
Web Design World (Boston, 12/04)
Digital Design World (Seattle, 7/04)
Digital Design World (San Francisco, 2/04)

"Improving Website Usability with Personas"
Internet Professionals 495 (Hopkinton, MA, 11/04)

"Creating Effective Web Navigation"
Digital Design World (San Francisco, 2/04)
Web Design World (Seattle, 7/03)
Web Design World (Boston, 11/02)
Web Design World (Seattle, 7/02)

"Designing Search Interfaces"
Web Design World (Seattle, 7/03)
Web Design World (Boston, 11/02)

"SVG: Vector Graphics Powered by XML"
Web2001 Conference & Exposition (San Francisco, 9/01)

"A Day in the Life of an Information Architect"
Web Design World (Seattle, 8/01)

"Getting Ready for SVG (Scalable Vector Graphics)"
Web Design World (Seattle, 8/01)
Web Design World (Atlanta, 2/01)
Web Design World (Denver, 9/00)
Web Design World (Seattle, 7/00)
Web Design 2000 (Atlanta, 2/00)

"Monkey Saw, Monkey Did: Common Practices, Best Practices and the Quest for Innovation" (panel)
Seybold Seminars (Boston, 4/01)

"Faster Web Pages: Trimming the Fat"
Web Design World (Atlanta, 2/01)
Web Design World (Denver, 9/00)
Web Design World (Seattle, 7/00)

"Intro to Scalable Vector Graphics (SVG)"
Web2000 Conference & Exposition (San Francisco, 11/00)
webDC Conference & Exposition (Washington, DC, 8/00)
webLA Conference & Exposition (Los Angeles, 5/00)
webBoston Conference & Exposition (Boston, 12/99)

"Mastering CSS (Cascading Style Sheets)"
Web Design 2000 (Atlanta, 2/00)
Web Design 99 (Denver, 9/99)

Publications


The User Is Always Right:
A Practical Guide to Creating and Using Personas for the Web

"Drop everything you're doing and read this book right away. It will change the way you create every product and service, with incredible results." - Jared Spool

Learn more about the book

The User Is Always Right

Articles on iMediaConnection.com

Presentations on SlideShare.net

Other articles

  • "Give Your Customers a Place to Talk...Or Someone Else Will": 1to1 Media
  • "The new world of Web 2.0 brings rewards for merchants willing to embrace it": Internet Retailer Guide to Retail Web Site Design & Usability (2008)

Webmonkey.com articles

  • "Mulder's Stylesheets Tutorial"
  • "Text Size Control with CSS"
  • "Using Stylesheets with IE 5"
  • "The Visited Link Color Bonanza"
  • "Sizing Up the Browsers"
  • "Sizing Up Text on the Next Browsers"
  • "Embedding Fonts Tutorial"
  • "Lean and Mean HTML"
  • "Sneak Peek at SVG"

Obsolete books

Photos


The latest MulderMedia on flickr

More photos >

Projects


Somerville Transportation Equity Partnership
As part of a community group fighting for better public transit in our city, I own the web site.

My family tree
From what strange roots does this guy spring? Enter to discover lots of Dutch and German farmers as well as some surprises.

Prospect Hill, Somerville, MA
We live halfway up the hill where the first American flag ever flew. Check it out.

History of a House
Discovering the people who have lived in our house on Stone Avenue in Somerville, Massachusetts.

Illuminated manuscript gallery
Explore the wonders of old media.

My Master's thesis
Rescued from a 5 1/4 floppy, "The Reader's Story: The Original East of Eden as a Postmodern 'Fictory'" begs to be read.

MulderMedia

Steve Mulder
steve@muldermedia.com

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