I recently led an international design research study for a global energy company. Our client was embarking on a massive digital transformation initiative and needed to understand how to better equip their distributor partners across key global markets. To do that, my team conducted immersive interviews and observation sessions in 5 countries across North America, Europe, and Asia (60 participants). We interviewed participants, observed them in their environments, and studied their workflows in order to uncover needs, pain points, workarounds, and opportunities.

Helping clients imagine or re-imagine services by leveraging human-centered insights and taking a holistic perspective to orchestrate experiences across multiple touch points. Recent examples include:

Created a "lovable" service experience for an international retailer

Explored the future new-customer experience for a national insurance provider

Re-imagined the electronic health record for a national healthcare system

Envisioned a connected vehicle experience for a national telecommunications network

I recently led a responsive redesign and re-platform project for an international hotel client. Over the course of 3 work streams and extremely aggressive timelines, my team helped one of the largest hotel companies ignite their digital transformation effort. We delivered a new digital foundation for use across multiple brands, offering an improved user experience and optimized booking flows. The modern responsive design system provided a consistent framework of unified design patterns, components, and page structures to improve authoring efficiency. The system also enabled the flexibility to express 14 distinct brand voices. 

In addition, we conducted extensive content workshops with the VP of Brand and her team to redefine their design approach and evolve the newly-positioned brand portfolio for digital.