Accountability
Stay close to operations, keep measuring impact, and take responsibility for how solutions perform post-launch.
My Method
Research-led, operations-aware.
I build momentum through discovery, validation, and continuous iteration— keeping customer experiences and employee workflows in lockstep.
The principles that keep teams aligned
Whether I’m working with a startup or a global retail brand, these values shape how I show up.
Flexibility
Adapt research plans and deliverables as new insights surface—no two engagements follow the exact same arc.
Team-centered
Create safe spaces for feedback, co-design, and rituals that empower every partner to contribute.
Data-validated
Pair qualitative stories with analytics, audits, and KPIs so direction is always grounded in evidence.
Method to the momentum
Each phase ladders up to measurable outcomes. Loops stay open so we can revisit steps as data and business needs evolve.
- Exploration
Understand the landscape
- Kick-off alignment, scope, and success measures
- Desk research, stakeholder interviews, shadowing
- Service mapping across customer and employee journeys
Outcome: Shared clarity on challenges, opportunities, and constraints.
- Alignment
Define the problem & ambition
- Synthesize insights into jobs-to-be-done and hypotheses
- Prioritize audiences, touchpoints, and operational dependencies
- Co-create storyboards and north-star metrics with leads
Outcome: A focused problem statement and roadmap the whole team owns.
- Ideation
Prototype possibilities
- Sketch flows, blueprints, and service concepts
- Facilitate workshops to stress-test desirability and feasibility
- Plan research to answer the riskiest questions first
Outcome: Evidence-backed concepts ready for validation.
- Validation & Iteration
Pressure-test with real people
- Moderated usability tests, card sorts, intercepts, or pilots
- Analytics audits and baseline measurements
- Iterate and document design decisions with clear rationale
Outcome: Confident direction with measurable impact projections.
- Presentation & Handoff
Storytell & activate teams
- Narrative readouts tuned to stakeholders and frontline teams
- Operational playbooks, service blueprints, and feature specs
- Rituals for follow-up research and continuous improvement
Outcome: Teams equipped to launch, learn, and evolve the experience.
Deliverables tailored to the problem, not a template.
Audits, journey maps, test plans, and ops playbooks are designed so teams can act on them immediately. I stay engaged after launch to monitor adoption and keep insights flowing.
Toolbox
Service blueprints, research repositories, KPI dashboards, enablement scripts, and cross-channel content guidelines.
Ways of working
Decision logs, rituals for feedback, co-creation workshops, and training that scales with new hires or market launches.