20+ years expertise in Customer Experience and Human-Centered Design, as a practitioner, coach, and instructor.
Strategic systems thinker who sees through and across layers of complexity in organizations, applications, and services. Proven ability to work with large bureaucratic organizations to create positive, human-centered change at a systems level. Strategic communication with executive-level stakeholders, both internal and external to immediate organization. Management of quick and iterative workflow to create solutions that balance client goals and human needs. Research skills and methods include card sorting, tree testing, interviews, contextual inquiry, usability testing.
Expert in best practices for how, when, and why to use human-centered processes and methods to improve Customer Experience. Expert in analysis and synthesis of qualitative and quantitative research to translate findings into actionable insights.
Past projects
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I have responded to different briefs
When the research team needed to hand design principles over to designers and developers without voltage drop
When a financial services client needed to empower its execs to innovate more across units
When the team needed to re-design services for a humanitarian emergency
When the client needed to understand the national service ecosystem they were a part of
When the global team needed to design a framework for local human-centered designers to get funding