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Analyst's Photo	Name and Title	Contact information
	Harley Manning Vice President, Research Director

Research Coverage

Customer Experience, Customer Experience Management, Design & Usability Processes, Expert Reviews, Personas, Web Design Agencies, Web Site Design

Research Focus

Harley serves Customer Experience professionals. He leads a research team that covers topics ranging from voice of the customer programs to modeling the return on investment from customer experience projects. Harley's personal coverage areas include interaction design, online branding, persona development, design agencies, and user experience reviews.

Previous Work Experience

Harley came to Forrester in 1998 after spending 18 years designing and building interactive services for companies such as Dow Jones, AT&T, MCI, Prodigy, and Sears. Most recently, he was at Dow Jones Markets, where he was responsible for international Web sites targeted at brokers and traders. He was also responsible for the design, hosting, and operation of the Markets' intranet site, which later became the intranet site for all of Dow Jones.

Prior to Dow Jones, Harley was at AT&T Labs, where he designed the user experience for projects like a search engine enhanced with ontologies (two patents awarded), a universal email/telephone/fax message center, and a Web-based community calendar. He originally joined AT&T as the creative director of its personal online services group.

Before AT&T, Harley worked as a consultant for the MCI/News Corp. online joint venture, as creative director of Prodigy (a pre-Web online service), and at Sears, where he was part of a team that created the first catalog on a videodisk.

Education

Harley holds a Master of Science degree in advertising from the University of Illinois, Urbana.

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