Jen is the founder and leader of athenahealth’s centralized Design Ops organization.  The Design Ops team includes Designers, Full-stack & UX Engineers, Qualitative & Quantitative UX Researchers, Strategists, and Product Managers who work together to define and build frameworks, systems, and instruments to scale design and research across ~200 scrum teams -- helping them design, build, measure, and test user experiences. Jen has spent over 20 years helping organizations utilize human-centered design to gain business advantage and ensure end-user value. Prior to joining athenahealth, she was a director at Nielsen Norman Group, conducting user research, consulting, and teaching courses worldwide on topics including persuasive web design, information architecture, navigation, web analytics, and web-based social strategies.