Blending the Design Thinking methodology & service design techniques to break down silos & bring co-created, holistic, cross-channel, human-centric experiences to life.
Design Thinking Methodology
Reducing Risk by Doing the Right Things & Doing Things Right, Together
DISCOVER
Solve for the
right problem
Interviews / Insights
Personas
Current Journeys
Research
User Pains
DEFINE
Determine themes
& opportunities
Problem Statement
Goals, Objectives & Scope
Refine Hypothesis
User Pains & Gains
Opportunities
DESIGN
Ideate &
evaluate ideas
User Flows
Lightning Demos
Storyboarding
Sketching & Ideas
Frameworks
Experience Concepts
Wireframes
Prototypes
User Testing
DELIVER
Continually measure &
improve after building
Hi-Fidelity Comps
Development
QA
Continued Testing
Iterations
Service Design
Thinking Holistically with the 3 P's
PEOPLE
Anyone who is directly or indirectly affected by the service
Employees
Representatives
Customers / Clients
Partners
PROPS
Physical or digital touch points used throughout the service
Interfaces - Websites / Apps
Cross-Channel Communications
Marketing Materials
Service Portals
Support Centers
Products
Environments
PROCESSES
Workflows, procedures or tasks conducted throughout the service
Employee Journeys
Representative Journeys
Customer / Client Journeys
Partner Journeys
Journey Stitching
Experience Mapping
Modular Approach
Building Consistent Experiences to Throw Away
We live in an ever changing environment and a key to success is our ability to learn, grow and adapt. Our various interactions and touch points are no different. I look to create experiences that are single-sourced and consistent while remaining flexible where needed. Using a modular-based approach to build experiences helps break down product silos, brings the business together to create holistic, unified touch points, and provides the room needed for continued growth and enhanced iterative experiences for the user. Being comfortable throwing out the old for the new is an essential mindset for a business and individual to find sustained long-term success.