About Me
I believe the golden key to the virtuous cycle of happy customers and business success is engaged employees. I have built my career on inspiring and creating conditions for employees’ continuous learning, by putting this "golden key" into practice, professionally and personally. I take a front and back stage view of any experience or product, looking holistically at system improvements which may have rippling results on customers, the business, and employees, alike.
- 0-1 Product Development
- Employee education and engagement
- Founder, General Manager, Head of Design
- Educator, Facilitator
- Public speaker
- Maker, futurist, humanist
Creating and facilitating sustainable and scalable organizational and cultural change at enterprises large and small, I have spent my career researching, studying and applying psychology, design, and technology to improve customer experience and employee engagement and experience.
Services
Product and Service Development
Full range of iterative improvements through v0-1 software or product design, development and launch. Consumer and wholesale goods, B2B software and employee services, service automation.
Experience Design
Brand strategy, positioning, market segmentation, and experiential marketing and PR. Collaborative, community and stakeholder co-design and mixed method research-backed single or omni-channel design for impact.
Virtual Agent Design and Deployment
Virtual assistants, chatbots, and social-assisstive robot interaction and service design and launch. Increased: customer retention and satisfaction, patient-reported outcomes, and speed to triage cases.
Career Coaching
One-on-one career coaching and mentoring, ongoing and as-needed, tailored to individual's needs and goals. Impact achieved through countless clients' promotions and career transitions, and post-graduate study and research.
Public speaking
Experienced international speaker on diverse range of topics including employee engagement and leadership. Prior conferences include UXPA, UX Lisbon, UX New Zealand, IxDA, Midwest UX, Mobile UX London, and many more.
Change, Corporate, and Production Management
Impact through increased productivity and employee engagement, at non-profits and businesses of all sizes. New product, process, design, launch, and scale - incremental improvements and blue ocean strategies.
Use Cases
B2B SaaS Service Design
200,000 corporate banking customers were seamlessly transitioned onto a new SaaS communications hub through a service redesign.
Over 15 different portfolios aligned on delivery, launch, and go to market strategy and plan. Significant cost savings achieved through drop in human-assisted service calls.
Employee Onboarding Experience Design
Increased speed-to-value and self-confidence for new hires in Fortune 50 enterprise design team, through scaled delivery and go to market strategy.
Of the graduates of a new education program launched for mid-career designers and researchers, almost half have received awards for their work, and over 25% have received promotions or lateral transfers.
Quality and Change Management
Strategic initiatives significantly improved product quality while nearly doubling production output, resulting in ~30% savings across over 25 global locations.
Culture and digital transformation enabled a data-driven culture and decision-making, leading to increased business outcomes as well as increased trust between management and staff.