Fraser Bowie has 20 years of professional experience as a graphic designer and user experience professional. He began his career as a graphic designer in advertising and for the past 16 years has been working on the user experience of websites. Fraser helped launch e-commerce sites for two retailers and deployed a number of other sites across industries, including pharmaceutical, financial, consulting, and healthcare. For the past eight years, Fraser has been focused on content management and informal learning. Prior to joining Verizon Wireless, Fraser worked in the healthcare space to improve the user experience of online health and wellness courses and information. At Verizon Wireless, Fraser and his team are responsible for improving the user experience of both formal and informal learning, and bringing innovative solutions to improve the learning and performance support delivery and use. He and his team brought social learning to Verizon Wireless with the introduction of the Device Forums, and worked to improve layout and access to materials, provide tools for roster management, and determine how to introduce learning through gamification. Fraser also led the effort to mobilize reference content and informal learning tools. Using feedback for the field, focus groups, and observations, Fraser and his team have designed and launched these tools, helping Verizon representatives increase their knowledge and improve their productivity.