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Portfolio
Case studies are provided upon request. These contain proprietary information and require an NDA. If you're interested in discussing my work without an official case study, please contact me.
Strategy Design
Customer Experience Strategy Case Studies.
My strategy design work often takes the shape of 3-5 year plans that include short term wins and long-term infrastructure investments. These plans are cross-functional and tie together pre- and post-sales experience—underpinned by thoughtful data architecture—to enable a seamless, end-to-end customer experience.
My strategy design work often takes the shape of 3-5 year plans that include short term wins and long-term infrastructure investments. These plans are cross-functional and tie together pre- and post-sales experience—underpinned by thoughtful data architecture—to enable a seamless, end-to-end customer experience.
Systems Architecture
Systems Architecture Case Studies.
The strategy space often avoids details, but success and failure of systems that power amazing experiences hinge on understanding where data lives and how it flows (or doesn't). Systems architecture that begins with clear guiding principles, and identifies the data connections required to achieve the outcomes before solution identification begins, is critical to achieving strategy goals.
The strategy space often avoids details, but success and failure of systems that power amazing experiences hinge on understanding where data lives and how it flows (or doesn't). Systems architecture that begins with clear guiding principles, and identifies the data connections required to achieve the outcomes before solution identification begins, is critical to achieving strategy goals.
Customer Journey Map
Customer Journey Mapping Case Studies.
Customer Journey maps are powerful tools to tell the infrastructural and emotional components of a customer experience. A modern journey map must be hypertextual and inclusive of data and emotion to drive the broad business change needed to land impactful experiences. My work brings together business knowledge, ethnographic research, customer survey data, and process mapping against customer touchpoints. Propensity data and a systems overlay transports these maps from a pretty picture to three-dimensional tools that drive impactful analysis.
Customer Journey maps are powerful tools to tell the infrastructural and emotional components of a customer experience. A modern journey map must be hypertextual and inclusive of data and emotion to drive the broad business change needed to land impactful experiences. My work brings together business knowledge, ethnographic research, customer survey data, and process mapping against customer touchpoints. Propensity data and a systems overlay transports these maps from a pretty picture to three-dimensional tools that drive impactful analysis.
Design
Site Design Case Studies.
Site design must balance customer needs and business goals with thoughtful UI. My work relies on vision married with great UX research and well-planned web analytics. Accessibility and iteration are table stakes.
Site design must balance customer needs and business goals with thoughtful UI. My work relies on vision married with great UX research and well-planned web analytics. Accessibility and iteration are table stakes.
Data and Measurement
Data and Measurement Case Studies.
In the age of data it's easy to drown in facts that don't drive outcomes. My work focuses on selecting KPIs that can be influenced by business action and which, when positive, represent meeting critical business and consumer goals. Knowing what not to measure and knowing how to push from fact to insight is the heart of actionable analysis.
In the age of data it's easy to drown in facts that don't drive outcomes. My work focuses on selecting KPIs that can be influenced by business action and which, when positive, represent meeting critical business and consumer goals. Knowing what not to measure and knowing how to push from fact to insight is the heart of actionable analysis.
Omnichannel Service
Omnichannel Customer Service Case Studies.
Omnichannel is a buzzword that should give way to the concept of “right-channel.” The right channel must consider the tension between what a customer wants and what a business is willing and able to support. My work in this space includes the channels themselves as well as customer and agent automation.
Omnichannel is a buzzword that should give way to the concept of “right-channel.” The right channel must consider the tension between what a customer wants and what a business is willing and able to support. My work in this space includes the channels themselves as well as customer and agent automation.
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