Case Studies
The following case studies showcase a comprehensive end-to-end design process, emphasizing the importance of deliberate, data-informed decisions that address the 'why,' 'what,' and 'how' across strategic thinking, problem-solving, and execution
How a top 3 US bank explored Service Design & Digital Innovation to define an experience strategy for Commercial Cards
Executives of Commercial Cards at a top-three US bank sought to examine the Commercial Card Experience, addressing known and unknown cardholder pain points and uncovering opportunities for digital innovation. …read more (password needed)
Case study showcases:
Experience Strategy
Growth Design
Service Design
Technical Analysis
Customer and User Research
Workshop Facilitation
Experience Mapping
Stakeholder Management
Team Leadership
UX Design
How a US-based Fleet Management Leader solved and problem with a mobile and web solution.
Role: Senior Experience Design Lead
(Workshop Designer • Facilitator • UX Researcher • UX/UI Designer)
Drivers faced challenges in reporting business mileage, maintaining monthly trip logs, managing vehicle upkeep, and addressing various pain points associated with operating a fleet. The client needed a comprehensive approach to identify, ideate, define, prioritize, and design a solution that would effectively address the drivers' needs. …read more (password needed)
Case Study Showcases:
Information Architecture
Story Mapping
Competetive Analysis
UX Design
User Research
Workshop Facilitation
A redesign for an auto insurance user experience task flow.
AAA wanted to refresh its user experience for customers seeking car and home insurance quotes. The outcome was reduced friction and a 15% increase in conversion rates. …read more
Case Study Showcases:
Information Architecture
Story Mapping
Competetive Analysis
UX Design
Illustration
UX Strategy
How facilitation guided meaningful dialogue to achieve growth for a national Member Association & Service Organization
Role: Experience Strategy Lead
(UX Design• Service Design • Business Strategy • Workshop Designer • Facilitation • Presentation)
By applying a growth mindset and systems thinking approach, I facilitated a partnership between an IT Consulting Service Company and a National Member Association & Service Organization. Together, we navigated a complex service and product ecosystem, identified key experiences essential for success, and uncovered opportunities for digital innovation. …read more (password needed)
How a major US airline examined backstage and onstage service processes that led to meaningful insights for opportunities and problem solving.
Role: Experience Strategist Lead
(Service Design • XD Strategy • UX Research • UX Design)
The CFO of a major U.S. airline sought to reduce the costs of Special Services while enhancing the customer experience. Through contextual research, we analyzed the backstage operations, front-stage interactions, and ecosystem-level processes related to the customer journey. This approach provided valuable insights that informed a digital solution capable of saving the company hundreds of millions of dollars annually …read more (password needed)
US-based Multinational Conglomerate
Role: Senior Experience Design Lead
(Workshop Facilitation • UX Research • UX Design • Visual Design)
A U.S.-based multinational conglomerate sought to address challenges with their receivables. Through research, creative workshops, and design, a new product solution was developed to enhance the user and customer experience, improve engagement, and streamline invoice management and purchasing processes. …read more (password needed)
