As a design strategist and researcher I translate business objectives into tangible solutions. I specialize in human-centered methods, uncovering insights that serve as the foundation for innovative products and services.
Experience
For almost ten years I have worked as a human-centered design consultant, practicing Service Design and Design Research to facilitate the development of new solutions for both customers and the service providers. The majority of this time was with Fjord — a global design and innovation agency, part of Accenture Interactive. While my primary focus has been in healthcare, I also have experience in life sciences, consumer packaged goods, retail, financial services, education, and public services.
Below I’ve highlighted a few of many projects in which I played a significant role. Unfortunately, for client-related work I am unable to go into detail, but if you reach out I’m happy to further discuss.
Recent Work
Nov 2021 - March 2022
Defining the Future of Work
Having successfully operated through a pandemic, a national media company needed to prepare for the future of where and how people work once it was safe to return to an office environment, specifically the corporate employees. Using a ‘teach to fish’ engagement model, the Employee Experience team was guided through a human-centered design process to create a vision with the workforce, rather than for them.
Core team makeup: Client Partner, Engagement Lead (me), HR Specialist / Associate Designer, Visual Designer
January 2021 - March 2021
A Workforce Committed to Inclusion and Diversity
Having made a public commitment to hire 1000 new employees into their digital and technology organization, this major retailer sought to understand the needs of their future workforce and a tactical strategy for making it a reality.
Core team makeup: Delivery Lead, Experience Lead (me), Talent Strategy Lead, Business Designer, Business Strategy Analyst, Design Researcher, Account/Industry SMA
May 2020 - December 2020
Remote Cancer Care
As health providers came to realize the severity of the coronavirus outbreak, it became increasingly important to provide patients and clinicians access to one another. With a focus on the patient portal and telehealth platform, this six month program aimed to reduce the stress and anxiety of those managing life threatening illnesses during a global pandemic.
Core team makeup: Delivery Lead, Experience Lead (me), Visual Design Lead, Service and Interaction Designer, Visual Designer, UI/UX Designer
Throughout this program we partnered with a large extended team of technologist and business analysts.
February 2020 - May 2020
Improving Drug Therapies For A Rare Disease
After conducting interviews with ITP patients and specialists across three global markets, a series of cross-functional, remote workshops enabled the development of future experience concepts for a global marketing team. These solutions were then mapped to a strategic roadmap and implementation strategy.
Core team makeup: Design Director, Business Design Lead, Program Manager, Visual Design Lead, Design Research Lead (me), Business Strategy Consultant, Visual Designer
October 2019 - March 2020
Defining Convenience: A Customer Loyalty Strategy
Using a customer mindsets framework and experience journeys for both customers and employees, a team of designers, data analysts, and strategists developed a loyalty program for a national gas and convenience company.
Core team makeup: Delivery Lead, Business Strategy Lead, Service Design Lead (me), Business Design Lead, Visual Designer, Business Analyst, Project Manager, Industry SMA
Design processes enable teams to solve problems at a range of scales, simultaneously looking inward and outward to enhance both consumer and workplace experiences.
Featured Favorites
Care Pass: The Future Hospital Experience
Grounded in the stories of patients managing chronic illnesses and the care teams who support them, this connected suite of devices enables a seamless experience for hospital visitors and employees so they can focus on what matters most.
Project Chrysalis: A Workplace Transformation
Having undergone a significant re-org, this program led the employees of a global pharmaceutical company through human-centered design processes, empowering them to shape and continuously evolve their workspace and place.
Every day I'm inspired by the stories people share with me and the power of collective creativity.
