Civic Cross-Over

Partner-led civic digital transformation - getting those people to use the online services!

Create It Right and It Can Be Scaled

Employee led scaled service extension - getting those people more productive by getting them out in the field!

FROM STRATEGY TO IMPLEMENTATION

I am a strategic service & experience designer with over 14 years of working beside small teams that have piloted and scaled innovative customer and employee-facing solutions. Previously I was self- and workshop-taught in Design Thinking and applied it on the job. I learned the hard way what worked and what didn’t to crack tough problems, manage projects, and create solutions that get buy-in across an organization.


Those experiences led me to attend the Institute of Design at IIT to get a master’s degree in Design Methods. ID combines strategy, innovation, and human-centered design with studies traditionally found in MBA programs. There I learned how to be on multiple teams at once, analyze trends and systems to build new solutions, and become a team facilitator to better leverage collaboration.

I reduce risk by developing organizational alignment, identify long-term vision built with short-term wins, and lowering the amount of time and money invested in testing to get results. I find where the gaps in client’s systems are and develop new ways to meet their customer and business needs to best serve them.

RESEARCH & DISCOVERY

• User Interviews • Ecosystem Mapping. • Competitive Analysis • User Observations • Experience Analysis
• Behavioral Analysis • Task Flows • Emotions Mapping • Experience Mapping • Sense Making
• Trends Analysis

CONCEPT & DESIGN

• Pitch Development • Rapid Iterative Prototyping
• Storyboarding • Product Context • User Testing
• A/B Testing • Service Personality • Ideation
• Attitude

ARCHITECTURE

• Journey Mapping • Service Blueprints • Task Flows
• System Mapping