Orchestrate the system

To build trust with customers, you need an effective customer experience practice that fosters relationship between them and your company. Lack of relationship results in churning customers and teams operating in a reactive manner, both of which contribute to revenue turbulence and increased operational costs.

These complications can be controlled when you:

Know your customer

Put systems in place to continually understand customer needs, preferences, and behaviors.

Train your team

Empower your team with the knowledge and skill to translate understanding into value delivery.

Build relationship

Cultivate lasting relationships with customers that produce compounding benefit both ways.

I can help

Consumer-centricity is a challenging journey; markets evolve, customers adapt, technologies come and go. Yet the core of relationships with your customers remains the same: trust. Every touchpoint with customers requires consistency, delivering on your promise, and nurturing the investment you've made in each other.

  • I have been designing brand and digital experiences for 20 years.
  • I have built and developed teams of holistic experience designers.
  • I have brought numerous clients through their own consumer experience transformations.

Working from a systems thinking foundation, these are the capabilities I can bring to your initiatives:

Experience & Design

Over the span of my career, I have operated with a human-centered design approach producing:

corporate branding and communication materials | business intelligence platforms | digital asset management systems | e-commerce experiences | health and wellness portals | patient and provider health management portals and apps | clinical care management portals | behavioral health apps | and led or supported experience development for financial management platforms | clinical decision support | platforms for automation and AI/ML developers | and work systems for enhancing the experience of healthcare providers.

I have advocated for users while conducting and leading work at every phase including:

market research | quantitiative and qualitative research | ethnographic research | concept ideation | prototyping | pilot testing | and full agile delivery.

I follow an iterative approach to continually refine designs while delivering highest quality and making deadlines. This refinement practice bleeds over into client and delivery team relationships, continually learning which processes and relational dynamics work best with individuals and teams, enabling healthy working relationships and successful outcomes for all.

Leadership & Development

I have led design teams for the past 9 years, developing talent from an array of backgrounds into holistic experience designers. My approach to team development is founded in the practice of understanding the human (behavior, motivation, psychology, goals) and building toward where they wish to go in alignment with the role the team and organization needs them to play. Whether developing OKRs for the individual, the team, or clients I seek to enable continued progress by understanding their current capabilities, the outcomes they are expected to deliver, and the system they are operating within. I believe that with the right training and guidance teams and individuals should be able to produce what is required of them without continuous monitoring. Clear communication of expectations and accountability for outcomes creates an environment for people to own their work and achieve goals.

Strategy & Influence

For over six years I have helped clients understand their market and consumer, develop new concepts and ideas into products and services, and helped teams become more efficient and effective at delivering value for their business, client, and consumer. I have alternated between high-level strategic planning and the tangible space of getting work done with quality and completion. I see each challenge as a problem to solve. I use available time to research and understand the current situation, then formulate and execute on a path toward the goal. As new information comes to light or the field changes, I remain flexible and pitvot as necessary.

Get in touch

If you'd like to connect, you can email 'jeremy' at this domain and I'll get back with you shortly. Thanks!