Having helped create award winning customer and employee experiences for leading companies within the hospitality, travel, retail, financial, medical and telecom industries for 18+ years,  Karen is passionate about driving experience changes based on customer insights from Usability Research and Customer Feedback. Karen leads the Home Depot Online Usability, Customer Feedback Strategy and Analytics teams, incorporating customer research, feedback and insights throughout the product planning, release and management lifecycle.  While at Home Depot Karen founded the Usability group supporting the Online organization with traditional research methods incorporating a remote approach with significant streamlined process, reduced costs and increased team member involvement.