Teams that keep customer needs in focus deliver faster with less risk
1
What should we build?
Are we solving the right problems? What would create the most value for our users? What should it include? How will we know it will be successful?
2
What’s the best experience?
What’s “minimally viable” to users? What will we add later? How do we design across channels and phases? How is each touchpoint affected?
3
How can it be improved?
Can the solution be more effective or streamlined? Have we met our targets? Do we have the right feedback loops? Are there other/new problems to solve?
““…when you truly empathize with the people you serve, you’ll realize that for them, the experience is the product we deliver, and the only thing they truly care about.””
Product design is an organizational activity
Keep the customer at the center
Develop a deep understanding of customer needs using qualitative and quantitative research methods and create frameworks that drive value for the customer and the business.
Make time and space to collaborate
We work with our business leaders, cross-functional team members, and customers to define potential solutions. Together, our team can uncover user needs, co-design solutions, get feedback, and find the path forward.
Test, learn, and iterate
Begin with many hypotheses and potential solutions. Prototype and get feedback to learn more from users before converging on the best solution. Iterate quickly and often, and continue to optimize after MVP.
Focus from end-to-end
Connect the dots across the touchpoints and channels that comprise the customer journey. Break down silos between business units and create efficiencies for customers and internal users of our service.
Every initiative is a chance to build skills
My player-coach approach fosters team development that advances careers and builds organizational capabilities.
Product and Design Strategy: Stakeholder workshop facilitation, user research, ecosystem mapping, pattern framework development, persona development, customer journey mapping, jobs to be done, opportunity mapping, design thinking workshops, participatory design, concept validation, service blueprinting, product envisioning, strategic planning, value proposition design, product road mapping, program management across multiple teams.
Delivery: Rapid prototyping, workflow mapping, information architecture, UX design, interaction design, usability testing, detailed UI design, design systems development, and maintenance.