1 Felicia Chong

Felicia Chong, Ph.D.

A senior UX researcher/content strategist with experience in both industry and academic settings, as well as government agencies. Cross-disciplinary collaborator, professional writer, skilled public speaker, and experienced people manager. Specialize in designing and executing user research methodologies to inform website design strategies and enhance user experience.

Education

Ph.D. in Rhetoric and Technical Communication

Michigan Technological University, Houghton, MI 2013

M.S. in Technical Communication

Metropolitan State University, St. Paul, MN 2006

B.A. in Professional Communication (Emphasis: Media Studies / Minor: Business Administration)

Metropolitan State University, St. Paul, MN 2004

EXPERIENCE

Senior Content Strategist (Contractor for USDA)

U.S. Government Public Trust Clearance
RIVA Solutions, McLean, VA 2023 - Present
    1. Apply Human Centered Design (HCD) methodologies to content development
    2. Develop content strategies, frameworks, and roadmaps to align content with the organization's objectives, user needs, and brand voice
    3. Develop and enhance website content taxonomies, information architectures, navigation strategies, content workflows, and metadata strategies
    4. Conduct research (including user surveys, card sorting, heuristics evaluation), audits (including content and SEO), and analysis (including Google Analytics) to identify trends and anticipate user needs
    5. Collaborate closely with internal and external stakeholders to create and implement content strategies
    6. Lead workshop with content owners and other stakeholders to document their vision for their web content areas, as well as analyze existing content management processes
    7. Create user guides and conduct training sessions with content owners
    8. Create content that follows the Federal Plain Language guidelines

Senior UX Designer (Contractor for USDA)

U.S. Government Public Trust Clearance
IntelliBridge, McLean, VA 2022 - 2023
    1. Agricultural Research Service (June 2022-September 2022):
      1. Ensured that manuscript submission website (PubAg) met client and functional requirements through manual quality-assurance (QA) testing on the staging site
      2. Followed testing requirements and user workflows charts to validate design quality
      3. Collaborated closely with the development team to document bugs in JIRA and to develop solutions
    2. Climate Hubs (September 2022-December 2022):
      1. Led UX research during the discovery phase of Climate Hubs website
      2. Delivered a research plan that includes goals, research questions, methods, and timeline to identify pain points, prioritize features that would enhance user experience based on best practices, and evaluate processes and governance
      3. Planned and conducted mixed methods UX research that included a heuristics evaluation and a user survey using Survey Monkey to measure user perceptions of the current
      4. Collaborated closely with content strategy to analyze and present research findings and recommendations in a strategic roadmap report shared with the client on Confluence
    3. USDA.gov (June 2022-Septemner 2023):
      1. Defined and conducted UX research during the discovery and implementation phases of USDA web
      2. Collaborate on cross-functional teams (project/product management, design, content strategy, and development) to gather user feedback, develop and implement design solutions, and meet client needs
      3. Delivered a research plan that measures user perceptions and attitudes pre- and post-launch of the new website using both qualitative and quantitative methods
      4. Planned and conducted quantitative (card sorting, tree testing) user tests in Optimal Workshop to develop site's information architecture and validate findings with key stakeholders
      5. Identified user pain points and evaluated overall site perception through contextual inquiry, first-click tests, and user surveys
      6. Triangulated findings from qualitative and quantitative research to develop guidelines for redesign
      7. Created wireframes and prototypes in Figma

Department Chair

Writing and Rhetoric, Oakland University, Rochester, MI 2020 - 2022

  • Supervised and supported 11 full-time and 30 part-time faculty during COVID-19 by being adaptable to rapidly changing policies and procedures
  • Managed department budget (over $40,000 annually), which included student labor, supplies and services, travel funding, and administrative duties
  • Planned and scheduled course offerings that might exceed over 100 sections per semester, including the two largest courses at the university
  • Created and participated in outreach activities to recruit prospective students
  • Addressed instructor and student concerns and grievances, which were heightened during COVID-19
  • Conducted faculty and staff performance reviews and wrote letters of recommendation/evaluation for faculty
  • Supported and guided faculty toward successful tenure and promotion process
  • Built meaningful cross-functional relationships with leadership (dean’s office, provost’s office, and registrar’s office) and student advising to achieve course enrollment goals and ensure departmental health
  • Maintained teaching duties and academic publishing as department chair

Assistant Professor / Associate Professor

Writing and Rhetoric, Oakland University, Rochester, MI 2013-2019 / 2019-2022

  • Taught business writing, composition, editing, science writing, technical writing, and usability
  • Taught 38 sections (over 600 students) as the sole content developer and instructor across online and in-person courses
  • Planned, conducted, and oversaw research projects using varying methodologies including content analysis, surveys, and interviews
  • Reviewed manuscripts for professional journals and book series
  • Served on committees at all levels, including in the department, college of arts and sciences, university, and professional organizations
  • Served as the secretary of the Council for Programs in Technical and Scientific Communication (2018-2020)
  • Received funding from the department and university to conduct research

Assistant Director, High School Enterprise ($1.6M National Science Foundation Grant)

Michigan Technological University, Houghton, MI 2009 - 2012

  • Coordinated yearly teacher training and showcase events for high school teachers and 16 nationwide student teams that completed long-term STEM projects
  • Created and updated promotional materials, including t-shirt and banner design, videos, website, and brochure
  • Contributed to NSF report writing, along with conference presentation and proceeding for the American Society of Engineering Education

Graduate Teaching Instructor

Michigan Technological University, Houghton, MI 2008 - 2013

  • Taught composition, introduction to digital media, technical and scientific communication, and usability
  • Served as the vice president of the Graduate Student Government

Teacher

Patrick Henry High School, Minneapolis, MN 2006 - 2008

  • Taught web design, graphic design, and photography classes to 9th through 12th grade students
  • Served as advisor to 10th grade students
  • Designed and adapted curriculum to support urban/inner-city students from underserved communities by providing more resources and after-school training

Graduate Assistant/Student Worker

Metropolitan State University, St. Paul, MN 2003 - 2006

  • Provided media and technical support, including editing, archiving, and packaging of media projects
  • Supported faculty with clerical tasks such as copying, mailings, editing, and scannning
  • Archived and processed department records including library database and student files

Intern

Twin Cities Public Television, St. Paul, MN 2003

  • Assisted the editors in using Final Cut Pro to produce a documentary film (The North Star)

Research

Peer-reviewed Articles, Book Chapters, and Conference Proceedings

  • Chong, F. & Rice-Bailey, T. (in press). How do you want to live... or die? A case study examining advance directive forms and user advocacy. Book chapter in Amplifying Voices in UX: Balancing Design and User Needs in Technical Communication. (pending publication March 2024).
  • Smith, M., & Chong, F. (in press). Designing virtual reality user experiences for nonprofit organization: Perspectives from engineering graduate students and community partner. Book chapter in Collaborations and Partnerships in UX. (accepted).
  • Smith, M., & Chong, F. (in press). Reflections on a graduate-level engineering service learning project in a virtual reality and user experience course. Book chapter in Collaborations and Partnerships in UX. (accepted).
  • Chong, F., & Rice-Bailey, T. (in press). Introduction to usability and usability testing. Book chapter in Technical Writing Spaces.
  • Chong, F., & Roundtree, A. K. (2020). Student recruitment in technical and professional communication programs. Technical Communication Quarterly, 30(1), 1-18. https://doi.org/10.1080/10572252.2020.1774660
  • Chong, F. (2018). YouTube beauty tutorials as technical communication. Technical Communication, 65(3), 293-308.
  • Chong, F. (2018). Implementing usability testing in introductory technical communication service courses: Results and lessons from a local study. IEEE: Transactions on Professional Communication, 61(2), 196-205. https://doi.org/10.1109/TPC.2017.2771698
  • Chong, F. (2016). The pedagogy of usability: An analysis of technical communication textbooks, anthologies, and course syllabi and descriptions. Technical Communication Quarterly, 25(1), 12-28. https://doi.org/10.1080/10572252.2016.1113073
  • Chong, F., & Nugent, J. (2015). A new major in the shadow of the past: The professional writing track at Oakland University. Programmatic Perspectives, 7(2), 173-188.
  • Chong, F. (2012). Teaching usability in a technical communication classroom: Developing competencies to user-test and communicate with an international audience. Proceedings of the IEEE International Professional Communication Conference, Orlando, 1-4. https://doi.org/10.1109/IPCC.2012.6408613
  • Chong, F., Oppliger, D., Kampe, J., & Troesch, V. (2011). Measuring the effectiveness of team-based STEM project learning among high school students and teachers. Proceedings of ASEE Annual Conference and Exposition, Vancouver.

Special Issue Editorship

  • Chong, F., & Rice-Bailey, T. (Eds.). (2020). Identifying dimensions of artistic creativity in technical communication [Special issue]. Technical Communication, 67(4), 1-4.
  • Walwema, J., Sarat-St. Peter, H., & Chong, F. (Eds.). (2019). User-generated content and its effects on technical communication. [Special Issue]. IEEE: Transactions on Professional Communication, 62(4), 315-317. https://doi.org/10.1109/TPC.2019.2946982

White Papers

  • Chong, F. (2017). Social media in technical communication. White paper for the Council for Programs in Technical and Scientific Communication (CPTSC).
  • Chong, F. (2016). Service learning in technical communication. White paper for the Council for Programs in Technical and Scientific Communication (CPTSC).

Book Reviews

  • Chong, F. (2012). [Review of the book Complex Worlds: Digital Culture, Rhetoric and Professional Communication, by A. P. Lamberti & A. R. Richards]. Technical Communication Quarterly, 21(1), 83-85. https://doi.org/10.1080/10572252.2012.626694
  • Chong, F. (2012). [Review of the book User-Centered Design for Personalization by L. S. van Velsen]. Technical Communication, 59(1), 73-74.
  • Chong, F. (2011). [Review of the book Usability Testing Essentials, by C. Barnum]. Technical Communication, 58(3), 253-254.

Presentations

Peer-reviewed Conference Presentations

  • Chong, F., & Rice-Bailey, T. (2021, October). Preparing instructors to facilitate better online (and in-person) student collaborations. Paper presentation at the Council for Programs in Technical and Scientific Communication (CPTSC) Conference.
  • Chong, F., Rice-Bailey, T., & Shalamova, N. (2021, June). Providing a framework for accessibility: Three cases for teaching inclusive design. Panel presentation at the Association of Teachers of Technical Writing (ATTW) Conference, Milwaukee, WI.
  • Baker, K., Chong, F., & Rice-Bailey, T. (2019, October). Infusing TC Pedagogy with artistic creativity through interdisciplinary partnerships. Panel presented at the Council for Programs in Technical and Scientific Communication (CPTSC) Conference, West Chester University, West Chester, PA.
  • Chong, F. & Allan, E. (March, 2019). Performing program identity through recruitment advertisements. Paper presented at the 2019 Annual Convention for Conference on College Composition & Communication, Pittsburgh, PA.
  • Chong, F., & Rice-Bailey, T. (2018, October). Trends and trajectories of student learning: How undergraduates acquire basic technological literacy. Paper presented at the Council for Programs in Technical and Scientific Communication (CPTSC) Conference, University of Minnesota, Minneapolis, MN.
  • Chong, F., & Roundtree, A. K. (2017, October). How are we marketing our programs? An analysis of recruitment advertisements in CPTSC, IEEE professional communication, and ATTW conference programs and proceedings. Paper presented at the Council for Programs in Technical and Scientific Communication (CPTSC) Conference, Georgia Southern University, Savannah, GA.
  • Chong, F., & Walwema, J. (2017, October). Political advocacy: Women’s anti-feminist rhetoric against Hillary Clinton on social media. Paper presented at the 11th Biennial Feminisms & Rhetorics Conference of the Coalition of Women Scholars in the History of Rhetoric, University of Dayton, Dayton, OH.
  • Chong, F., Walwema, J., & VanKooten, C. (2017, May). How OU writes: Building a culture that values writing instruction. Poster presented at the OU-Windsor Conference, University of Windsor, Windsor, Ontario.
  • Chong, F. (2017, March). Selling technical communication programs: Analyzing a decade of program identity and addressivity in print advertisements. Poster presentation at the Association of Teachers of Technical Writing (ATTW) Conference, Portland, OR.
  • Chong, F., & Roundtree, A. K. (2016, October). Methods we use to sell technical communication: An analysis of recruitment advertisements in CPTSC conference programs. Paper presentation at the Council for Programs in Technical and Scientific Communication (CPTSC) Conference, Georgia Southern University, Savannah, GA. *Proposal was accepted, but the conference was cancelled due to Hurricane Matthew.
  • Chong, F. (2015, October). The rhetoric of make-up and beauty tutorials: An analysis of women who are “making it” on YouTube. Paper presented at the 10th Biennial Feminisms & Rhetorics Conference of the Coalition of Women Scholars in the History of Rhetoric, Arizona State University, Tempe, AZ.
  • Chong, F., Walwema, J., & VanKooten, C. (2015, October). Supporting persistence and responsibility through the use of digital technologies for feedback on writing. Paper presented at the Lilly Conference on Evidence-based Teaching and Learning, Traverse City, MI.
  • Chong, F. (2015, October). YouTube beauty tutorials as online instructions: Exploring implications for research and pedagogy. Paper presented at the Council for Programs in Technical and Scientific Communication (CPTSC) Conference, Utah State University, Logan, UT.
  • Chong, F. (2014, September). Context-specific solutions in the transportation industry: Exploring possibilities for learning and collaboration. Paper presented at the Council for Programs in Technical and Scientific Communication (CPTSC) Conference, University of Colorado, Colorado Springs, CO.
  • Chong, F. (2013, October). Implementing usability in the technical communication curricula. Paper presented at the Council for Programs in Technical and Scientific Communication (CPTSC) Conference, University of Cincinnati, Cincinnati, OH.
  • Chong, F. (2012, October). Bordering on reciprocity: Connecting domestic and international students through instructional brochures. Paper presented at the Writing across the Peninsula (WAP) Third Annual Conference, Lake Superior State University, Sault Sainte Marie, MI.
  • Chong, F. (2012, October). Teaching usability in a technical communication classroom: Developing competences to user-test and communicate with an international audience. Paper presented at the IEEE International Professional Communication Conference (IPCC), University of Central Florida, Orlando, FL.
  • Chong, F. (2012, September). Bringing technical communication and international students together: A mutual learning experience. Paper presented at the Council for Programs in Technical and Scientific Communication (CPTSC) Conference, Michigan Technological University, Houghton, MI.
  • Chong, F. (2011, October). Making the invisible visible: A critical look at race and body hair in razor commercials. Paper presented at the 8th Biennial Feminisms & Rhetorics Conference of the Coalition of Women Scholars in the History of Rhetoric, Mankato State University, Mankato, MN.
  • Chong, F. (2011, June). Measuring the effectiveness of team-based STEM project learning among high school students and teachers. Paper presented at the American Society for Engineering Education (ASEE) Annual Conference, Vancouver, BC.
  • Chong, F. (2011, March). Changing the delivery: Regional and national informal K-12 outreach initiatives. Paper presented at the 21st Annual Equity within the Classroom Conference, Michigan Technological University, Houghton, MI.
  • Chong, F. (2010, September). Why we should teach and use games: An argument for incorporating play and digital games into technical communication curricula. Paper presented at the Council for Programs in Technical and Scientific Communication (CPTSC) Conference, Boise State University, Boise, ID.
  • Chong, F. (2010, September). Bringing the ‘F’ (feminism) word back into the composition classroom. Paper presented at the Writing across the Peninsula (WAP) First Annual Conference, Michigan Technological University, Houghton, MI.
  • Chong, F. (2010, January). Flickr: A controlled and censored community. Paper presented at the Hawaii International Conference on Arts and Humanities, Honolulu, HI.
  • Chong, F. (2009, October). High-tech feminist pedagogy. Paper presented at the 7th Biennial Feminisms & Rhetorics Conference of the Coalition of Women Scholars in the History of Rhetoric, Michigan State University, Lansing, MI.

Teaching

Writing and Rhetoric Department

Oakland University, Rochester, MI 2013 - 2022

  • WRT 4908 Special Topics in Professional Writing (Usability)
  • WRT 3083 Editing
  • WRT 3082 Business Writing
  • WRT 3081 Science Writing
  • WRT 2088 Technical Writing
  • WRT 1060 Composition II

Humanities Department

Michigan Technological University, Houghton, MI 2008 - 2013

  • HU 3120 Technical and Scientific Communication
  • HU 2642 Introduction to Digital Media
  • UN 1015 Composition
  • UN 1001 Perspectives on Inquiry (Usability)

Patrick Henry High School

Minneapolis, MN 2006 - 2008

  • Graphic Communication (Adobe Creative Suite)
  • Web Design (HTML and CSS)
  • Photography (dark room and digital)

Awards

Nell Ann Pickett Award for Best Article in Technical Communication Quarterly

Association of Teachers of Technical Writing 2020

College of Arts and Sciences Teaching Award

Oakland University, Rochester, MI Faculty Awards Luncheon 2016

Outstanding Graduate Student Teaching Award

Michigan Technological University, Houghton, MI Spring 2012

Outstanding Student Finalist for the College of Arts and Sciences

Metropolitan State University, St. Paul, MN Fall Commencement 2004

Student Worker Supreme Award

Metropolitan State University, St. Paul, MN Employee Award Event 2003

Book

Interpersonal Skills for Group Collaboration: Creating High Performance Teams in the Classroom and the Workplace

By Tammy Rice-Bailey and Felicia Chong Routledge, 2023

Through our teaching experience, Dr. Rice-Bailey and I saw how students struggled with teamwork and lacked skills such as listening and conflict negotiation to succeed. We compiled practical examples and theories from our experience, as well as research from various fields such as business, communication, education, psychology, social science, and technical communication in this book, which we believe can be helpful and useful strategies in both the classroom and workplace.

UX WORK