Customer Insights & Service Design Strategy
Connecting People, Technology & Service
Connecting customer needs, business goals, and technology to identify problems, uncover opportunities, and guide decisions that improve products, services, and business outcomes.
DESIGN
SYSTEMS
STRATEGY
RESEARCH
Transforming Patient Experiences
Genentech Case Study
Improving Patient Experiences Through Research & Systems Thinking
Patient experience is critical to healthcare organizations, particularly when navigating complex treatment costs, financial assistance, and adverse event reporting. Understanding patient needs alongside operational challenges helps identify gaps and opportunities to improve access, transparency, and service delivery.Reduce Patient effort
First Evidence-Based Baseline
Established a baseline of patient challenges across cost transparency, coverage understanding, and financial assistance to guide service improvements and future measurement.
Service Access
Patient Experience Baseline
A Clearer Path to Assistance
Identified ways to make coverage, out-of-pocket costs, and financial assistance easier for patients to understand and navigate.
Strengthen Process Quality
Roadmap for Improving Cost Transparency & Financial Assistance
Investigated gaps in how treatment costs, insurance coverage, and financial assistance were communicated to patients. Identified opportunities to improve cost transparency, streamline support services, and reduce barriers to accessing financial assistance.
Reimagining How Businesses Provision and Manage Cloud Services
Hewlett Packard Case Study
Enterprise customers often manage complex cloud environments involving multiple services, technical workflows, and provisioning requirements. Simplifying access, resource management, and product navigation is essential to making powerful cloud capabilities easier to use and creating a consistent experience across HP's expanding portfolio of cloud services.Complexity We Simplified
Translated complex enterprise cloud infrastructure into workflows administrators could more easily understand and use. Worked across virtual private cloud services, including APIs, compute, storage, provisioning, and reporting, making sophisticated technical capabilities more accessible and manageable.
Experience Patterns We Established
Created consistent design approaches across multiple cloud products, reducing fragmented experiences and improving usability across services. Established reusable interaction patterns and design standards that helped bring greater consistency to how customers accessed and managed cloud capabilities.
Global Design Leadership
Provided design direction and collaborated with product, engineering, and distributed teams across six markets. Aligned teams around customer needs, technical requirements, and experience goals while helping maintain consistency across a complex enterprise product portfolio.
Understanding Complex Financial Needs and Improving Business Banking Experiences
M&T Bank Case Study
Commercial banking customers navigate complex financial decisions, lending requirements, and relationships built on trust, transparency, and timely information. Understanding their needs and challenges is essential to identifying service gaps, improving lending experiences, and strengthening business banking relationships.Business Needs We Uncovered
Identified where commercial banking customers encountered friction in financing decisions and lending processes, particularly in commercial real estate.
Mapped customer needs, evaluated lending experiences, and translated findings into actionable recommendations to simplify complex transactions, improve service delivery, and better align banking solutions with business needs.
Service Delivery We Rethought
Examined how banking processes, people, and technology shaped the customer experience, identifying opportunities to improve service delivery and address systemic friction across complex financial services.
Business Opportunities We Shaped
Connected customer insights with business priorities to inform strategic decisions, identify opportunities for operational improvement, and shape the future of commercial financial services.