Examples

Here’s a peek at my past work. If you’d like to know more, please reach out.

No two projects are alike. Experience research and strategy require skilled processes, practice, and tools. Still, each project and organization needs a unique approach, aligned to specific audience details, business objectives, and desired impacts.

Most recently, my work has included hands-on experience research strategy and study delivery, and leading companies through collaborative processes to establish and mature in-house experience research programs. I am skilled in project and program management, mixed-methods research, insight analysis, roadmap and flow definition, training delivery, and processes and knowledge management for collaboration.

From research to implementation details and lots in between, I can help. I love figuring it out and getting it done. I love to use research to tell powerful stories for business transformation. I love working with and coaching others.

Whether you call me a UX or CX researcher, experience designer, information architect, content planner, workshop facilitator, digital strategist, teams leader or trainer, or something else, my common thread is putting experience first.

Featured

Experience strategy for best-in-class service delivery

A customized plan to implement digital experience opportunities informed direction to maintain long-term market advantage and customer service quality.

User research, interface exploration and internal review of service processes informed a large-scale digital customer experience approach.

Efforts included surveying, focus groups, landscape comparisons, stakeholder workshop sessions, and detailed specifications for digital interface creation. Final delivery was a roadmap with communication needs, interface considerations, and suggested customer experience touch points.

Participatory design workshop to ignite team vision

A large, multifunctional team needed to come together to explore options, identify solutions, and find clarity on how to move forward.

A customized agenda was developed and designed to coordinate stakeholders throughout a two-day strategy workshop. Tailored exercises were facilitated to clarify solutions for improved user experience, digital approaches, and business strategies.

The team-determined solutions were outlined and incorporated into an implementation plan.

Experience research to engage NFL fans with mobile

A roadmap for improved fan experience addressed using digital and mobile opportunities to improve traditional game-day and stadium aspects.

User research identified key audiences, planning considerations, and fan characteristics. Field study, interviews, facilitated sessions, and comparative research, led design approach recommendations.

The final experience roadmap identified on-going fan engagement impacts and focused internal staff and design partners on priority experience needs.

User research and information architecture deliver learning experience

A message campaign and supporting web-based learning interface enforced digital security skills to staff worldwide.

Exploration of experience and interface details created an updated training interface for an internal security behavior program. An initial experience concept diagram was created to coordinate stakeholders, explore content aspects, and understand asset development needs. Participatory design sessions with stakeholders and users informed solution decisions and rapid prototyping steps.

The result was information architecture to implement a multi-functional interface on an existing learning management system.

Experience design for a loyalty mobile application

A vision for mobile experience was developed to transform the interface design of a customer loyalty and service delivery mobile application.

A deep review of the competitive landscape and customer mobile trends informed a new strategy. A full experience approach, was presented to direct the design of a mobile application for customer engagement.

Mobile experience interface for training delivery

An innovative training platform and experience for mobile-enabled learning content to a global sales team.

In-depth stakeholder exploration sessions, content review, platform definition, and user research established a path forward for design and development. Specifications steered the creation of a custom learning management system and interface design. Audience definition, content audits, and interface specifications informed a comprehensive information architecture effort.

Information architecture and user pathing for improved user interface

A new interface concept transformed the user experience of a complicated website.

A deep audit of the existing platform included review of performance metrics, content sources, technical structure, and experience interfaces.

User interviews, data analysis, and iterative design processes determined a new design concept. The interface was implemented through comprehensive interface specifications, including information architecture, content plans, interface design, and new systems development.

Collaborative facilitation to define a new service journey

Customized exercises, agendas, and processes were designed and delivered to explore experience needs.

The effort coordinated and inspired a marketing team to develop a new experience strategy and update overall customer engagement practices.

The multi-day workshop brought participants together to explore experience planning, interface design, and marketing approaches.

Experience strategy and design for a web content ecosystem

The client needed a transformation from an existing sales website to a digital content ecosystem to engage new customers.

New global approaches, improved product representation, and telling a brand value story were explored. New interface architecture specifications were created through participatory design sessions, in-depth content and interface review, and user research.

The specifications were additionally used to coordinate global stakeholders to determine a world-wide digital experience approach.

Information architecture for national product launch and rebranding

Interface specifications were needed to define a new site structure, establish navigation paths, and prepare for a responsive interface.

A site map, screen-level wireframes with versions for large, medium, and small screen delivery, and functional/interactive details guided a collaborative process between stakeholders and designers.

Deliveries included initial strategy documentation (audience definitions, competitive product details, user flows, and technical platform exploration), experience research (comparative design options, functional solutions and search details) and interface design specifications (wireframes and collaboration sessions).

Experience and content strategy to attract first-class talent

A comprehensive strategy and experience details to drive a digital recruitment.

The strategy was informed by user research, stakeholder design, and a robust audit of the existing system. Global interviews, comparative and competitive reviews, and audit of existing digital recruitment efforts informed solution recommendations.

Redesign of audience personas, user journeys, and a content hierarchy helped enable a new platform to power applicant tools, a global website, and a recruitment ecosystem. Interface specifications presented a new information architecture, navigation paths, and interface design requirements.

Content and experience planning for engagement goals

A new experience approach was needed to meet sales goals and to revamp program experience delivery to maintain customers.

Definition of audiences, engagement points, and experience journey was rapidly iterated through design sprints. Comprehensive background review, stakeholder meetings and exercises were delivered to define a user journey, determine sales and marketing needs, create a roadmap forward, and coordinate design efforts.

Initial specifications provided information architecture for web updates, new design approaches to campaigns, and immediate changes for experience delivery.

Experience strategy and structure for a mobile learning interface

An experience strategy and supporting system structure approach was needed to overhaul learning interfaces for mobile delivery.

In-depth review of needs, technical systems, and learning content determined a future-forward experience strategy. The proposed overhaul required a full information architecture founded on the integration of systems, content, and audiences.