For Operations Leaders
Your customer experience grew faster than anyone designed it. Now nobody can say where it’s actually breaking, or who owns the fix.
When a service grows through acquisitions, legacy systems, or years of incremental change, the gaps between the pieces are where customers fall through. I find them.
The problem
When an experience grows in pieces, nobody is positioned to see the whole thing at once.
Billing here, onboarding there, support somewhere else. The gaps between those pieces are where customers fall through. Problems get patched locally instead of fixed at the root, because nobody has the full picture.
How I work
Discovery and service design that maps the full experience, not just one team’s slice of it.
01
Map the full experience
Research across every touchpoint: customer interviews, employee workshops, and contextual inquiry where the experience actually happens.
02
Build blueprints
Service blueprints tied to real customer needs and internal processes that your execution teams can actually build against. Not a workshop artifact. Evidence.
03
Build internal capability
Where useful, I help your team keep investigating after I’m gone. You’re not dependent on outside help for every future question.
Proof
Blueprints execution teams could build against.
National Telecommunications Provider
Mapped the full customer journey across billing, onboarding, and support across five markets. Delivered blueprints the org could execute against directly.
Read the case study →Global Technology Company
Mapped internal workflows and left the team equipped to keep investigating on their own, building lasting research capability into the organization.
Read the case study →Major Health System
Found the comprehension gap that mattered most before it became a liability issue. Research that identified what patients misunderstood and why.
Read the case study →Let’s talk
Managing an experience that’s outgrown its original design?
Most engagements start with a short conversation about the journey you need to map and what decisions it needs to inform.
Atlanta-based, other places as needed