How a top 3 US bank explored Service Design & Digital Innovation to define an experience strategy for Commercial Cards

Role: Experience Strategy Lead & Design

(Strategy • Workshop design and facilitation • UI & Visual Design • Research)

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.

As an Experience Strategist, Researcher, and Designer, I approached the challenge with a combination of Experience Strategy, Technical Innovation, and a Growth Mindset. The process began with secondary research, followed by primary research involving customer and stakeholder interviews. We mapped the current landscape of the cardholder experience and used these insights to design a tailored workshop. This workshop guided stakeholders and leadership toward a shared vision and a reimagined roadmap for the future. …read more (password needed)

A redesign for an auto insurance user experience task flow.

Role: Experience Lead & Design

(Research, UI design, Illustration)

AAA, a not-for-profit National Member Association and Service Organization needed to analyze its workflow and customer UX experience to reimagine and design an improved user task flow. The goal was to reduce friction and increase conversion rates through a fresh approach to customer engagement. …read more

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)

How a US-based Fleet Management Leader solved the problem of time-consuming manual tasks with a digital 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)