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WHAT I DO.

I help organizations find people-centered solutions to business problems, particularly pioneering thinkers. I take innovation from concept to reality. Though the use of people-centered processes and methodologies, I tackle complex challenges by helping organizations better understand their customers, see around corners, develop new concepts, prototype, and then shape them. I believe in supporting great ideas and slicing though the discipline or developing the frameworks and empowering people create better experiences. I do this through advising, consulting, mentoring and working collaboratively. Some standard tools I use are journey mapping, service blueprinting, design thinking, qualitative and quantitative research, and strategic planning to make ideas stick, make outcomes achievable, and make innovation relevant

 

Service Blueprint

 Service blueprinting and journey mapping to identify the variety of ways that a customer can experience a service and working with organization to map where key strengths are that can be leveraged and designed to enhance the customer journey and experience.

Service blueprinting and journey mapping to identify the variety of ways that a customer can experience a service and working with organization to map where key strengths are that can be leveraged and designed to enhance the customer journey and experience.

 
 Identification of experience women want during and after delivery in OB unit.

Identification of experience women want during and after delivery in OB unit.

Uncover Opportunities

I bring my expertise in user driven research to help uncover deep insights, gain empathy for customers and businesses to envision new opportunities. This might be the result of a recent acquisition, a market shake up, top down leadership thats craving innovation, customer pain points, a sales force seeking new products or a convergence of trends, services or funding that is jeopardized but the overlying theme is uncertainty about where to start. Methods I might use include developing an innovation landscape, organizational assessment, competitive landscape, stakeholder interviews, workshops and ethnographic research. 

 

Develop Concepts for New Services and Products

I've been part of teams that have helped develop and implement 40+ products and services in healthcare, consumer goods, manufacturing, and education. Concept development is a collaborative and iterative activity that can go from low fidelity to high fidelity. I excel at creating, leading, and facilitating workshops to generate concepts, align cross-functional teams and reach for out of the box solutions. Through my years teaching in a variety of colleges and universities I've learned to create a safe environment for people to explore ideas and a variety of techniques from the worlds of improv, innovation, human centered design, research, and business.

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Journey Mapping, Gap Analysis, and Use Cases

Mapping, blueprinting and/or use case development of potential services helps illustrate and understand how a customer engages with a service from end to end. For every service problem or new model, a map is created to reflect the ways that a customer can experience the service and identify the gaps. Often qualitative use cases are also developed to further help predict outcomes. I build upon wherever you are in the understanding of the service or experience and map where the organization's key strengths can be most leveraged to enhance the customer journey. From there, I design interventions that take advantage of core capabilities to leverage to address those targeted areas. 

 

Develop Strategy

 

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Conduct User Research to Better Understand Your Customers

 

Coach, Train, and Mentor People to Innovate and Create

 Optum