UX Strategy
Human-Centered Study Design
Collaborate with stakeholders to design & deploy methodologies to understand customer behaviors, pain points, needs, aspirations to ultimately identify new opportunities for the business. (e.g., co-creation, diary studies, teach back).
Primary & Secondary User Research
Investigate human experience and behavior through primary & secondary research activities. (e.g., shadowing, service safaris)
Synthesis & Recommendations
Synthesize complex information from various inputs into cohesive, compelling stories that inform design directions. Leverage data visualization of quantitative and qualitative data into actionable design recommendations.
Voice of Customer
Bring voice of customer to life through personas, journey maps, insight-opportunity mapping, user need definition, system maps, stories, storyboards and more. Influence and inform customer driven design, encompassing physical & digital solutions to create a holistic end-to-end user experience
Business Strategy
Deep Trend Analysis
Contribute to deep trend analysis (e.g., reimbursement, consumer, healthcare, tech, regulations) to identify untapped opportunity spaces for the business, contextualize design decisions, and discover potential disruptors.
Competitive & Comparative Benchmarking
Acquire competitive intelligence by spearheading portfolio audit & analysis of traditional & non-traditional competitors. Define key UX Metrics and design differentiators that matter.
Business Model / Concept Innovation
Communicate design ideas using a variety of techniques, including product concepts, service models, business model canvas, customer journeys, physical/digital prototypes, infographics and more.
End-to-End Lighthouse Envisioning
Create cohesive, compelling stories of business solutions from customer perspective that brings together all touch points in an ecosystem (products, services, channels, systems).