Tel: +1 613 271 3001
Toll-free: +1 866 322 8522
Fax: +1 866 232 6968
300 Earl Grey Drive
Canada K2T 1C1
has 10 years experience in retail point-of-sale and financial systems,
and a further 15 years in telecommunications product and service
design and design management. He built the first Interaction Design
team in BT, prototyped their first multi-media applications (interactive
TV and airline seat-back systems), and directed a corporate usability
program. He delivered BT's new brand identity on-screen, produced
Corporate 'Look and Feel' Standards, and implemented user-centered
design process changes for the Consumer Products division. Since
co-founding Neo Insight in 2002, Mike has led many Customer Experience
projects for government and high-tech clients.
Mike has an
Honours degree in Psychology and an MSc in Computer Science. He
has published and presented on Human Factors techniques at international
conferences, run workshops as part of the UK Government's 'Usability
Now!' initiative, and chaired CapCHI - Ottawa's Computer-Human Interaction
Hopkins has been designing customer experiences for over 20 years.
His extensive user-centered design expertise has generated innovative
designs for advanced business and residential telephones, wireless
and cellular phones, remote collaboration services, telemedicine
equipment, call centers, customer relationship management (CRM)
systems, broadband web applications and web portals. Industry sector
experience spans telecom, medicine, education, enterprise, and retail.
His skills include task analysis, interaction design, heuristic
analysis, rapid prototyping/simulation, usability testing, and design
Gord holds a
PhD in Cognitive Psychology and has held positions in User Experience
Architecture and Design Management at Nortel Networks and Communications
Research Center. He established a "Center of Excellence"
in interaction design at Nortel Networks, creating an ISO 9000 certified
Scott Smith is a co-founder of Neo Insight. He brings three decades of experience at the intersection of what users really need vis-a-vis how products and services meet user needs. His experience
includes business analysis, qualitative research methods, product management, market analysis, and competitive strategy. Before Neo Insight he was with
Nortel in the U.S. and Canada, and in telecommunications marketing.
He has conducted many workshops, user testing
events, and discussion groups, managed portfolios of hardware, software, and
services, built channels to market, and presented
to thousands of customers. He has innovated competitive intelligence
techniques, written strategic plans, managed intellectual property, managed user-centred design, and established
He has two patents and four pending, in
the areas of video consultation (US 5,990,932), multi-service touch-screen zone-based user interface (US 6,313,853), collaborative network planning,
and personalization. His research
has been published in Nortel's corporate magazine. His undergraduate
B.A. honours degree is in Business, Economics, and Philosophy. His M.B.A. degree program included Operations Management, Advertising, and Public Policy at the University of Minnesota Graduate School of Management.
Lisa Fast joined Neo Insight with 22 years of usability, design and behavioural research experience. Iterative usability testing is fundamental to Lisa’s approach. Her design experience covers a wide range of consumer and corporate communications solutions, including the first name-display telephone, the first speech/display payphone, speech recognition services and innovative approaches to wearable audio and Voice over IP. From 2003 to 2008, Lisa conducted qualitative and quantitative research at the Centre for Applied Cognitive Research, including a national survey on early numeracy in 2008.
Lisa holds a Masters degree in Computer Science, in the study of the psychology of programming. She has held positions in usability testing, design management, product management, marketing and technology licensing at Nortel and Mitel. While at Nortel, Lisa won innovation awards
over several years.
Lisa has successfully completed Marketing Experiments' certification in landing page optimization.
She generated two patents related to wireless communications
(WO/ 2000/028762 and 7103550). Lisa’s design publications are listed on interaction-design.org.
Email address: lisa at neoinsight.com