Work history

Independent Consultant: Service Design/ Experience Researcher & Architect

Boston, MA, 2010+

Provide Service Design, Research, UX Design and Strategy services directly to corporate clients including Citizens Bank, Dell Technologies, Novartis, CVS Health, LeGrand, 5hellos, Petari.

Citizens Bank (November 2023 – April 2024)

• Worked cross-functionally to map the end-to-end fraud claims and disputes experience for consumers and employees across all products and channels.
• Conducted internal and external discovery research to identify key pain points and opportunities for improvements for consumers, employees, systems, and processes.
• Conducted workshops to co-create the ideal future state service experience for customers and frontline colleagues.

Petari/Tandem (Pet Healthcare startup, 2023):

• Planned and executed all qualitative research to understand pet owners and pet needs from a veterinarian and online/remote pet care.
• Created future state service workflows, blueprints, before/after experience journeys for a new type of pet healthcare offering remote and in-clinic veterinary services.
• Worked with Marketing, Engineering, Clinical Operations, and Product principals to co-design the best omnichannel service experience for end-users that also met business goals.

Dell Technologies (June 2022-January 2023):

• Researched customer experience needs using mixed methods and presented analysis & recommendations to PMs and executives.
• Created a UX scoring system to analyze and summarize insights with the executive teams.
• Developed a scalable research process & framework to be used by PMs and new hires. Built a segmented, enrolled customer panel for ongoing research.
• Managed all projects, milestones, and deliverables and collaborated with research team, Product Managers, Service Delivery managers to ensure project success.
• Trained Product Managers to do research and conduct meaningful user interviews, in partnership with CX team.
• Built a standardized Customer Journey and product road mapping template to improve cross-team collaboration and communication.

5Hellos.com (startup in NL, 2021):

• Created UX designs and service workflows for the 5hellos app (a DIY user research tool).
• Designed a sister app to build user panels for companies to access to find users for their market/user research.

Head of Customer Experience & Service Design

DayToDay Health, Boston, MA, 2019-2022

Joined this healthcare startup to build an in-house CX practice for remote patient care.

• Conducted all generative and evaluative research, patient & clinician interviews, surveys, concept testing, service design testing, and usability testing.
• Worked with design and service operations teams to rapidly incorporate insights into the agile product/service cycles to get updates and new features/services to patients every 2-4 weeks (while informing the long-term digital and service experience strategy)
• Created end-to-end patient journeys (acquisition, onboarding, clinical care, offboarding) as well as clinical service blueprints to optimize and align internal workflows.
• Trained and supported frontline clinical staff to operationalize the blueprints and deliver optimal patient experiences.
• Worked with Product Managers to create or refine product roadmaps to align with users
• Supported Sales Team with experience/service maps to aid in sales to hospitals in India, US, & UK.
• Infused CX thinking across the organization thru continuing collaborations with product, design, content, and operations teams.

Lead Customer Experience Consultant

CNote, Amsterdam, Netherlands, 2006-2019

Co-founded this CX consultancy in Europe to help leading EU clients deliver exceptional customer experiences, build brand loyalty, and increase revenue. Client engagements included:

• Mixed methods, often rapid research, field research
• UX strategy & design, Service Design
• Project roadmaps and management to ensure on-time delivery for all engagements.
• CX & design thinking workshops for client teams

Head of UX Design

Fredhopper, Amsterdam, Netherlands, 2002-2006

Led all UX design and user research activities at this UX agency serving EU clients including Philips, Thomas Cook, Deloitte, ING, Ahold, Argos UK, ShopDirect. Typical activities included:
–  Qualitative, Contextual User Research
–  User needs, business needs & gap analysis
–  Journey maps, Process flows
–  Conceptual, Interaction and Visual designs

Director of User Experience

TechTarget, Dedham, MA, 1999-2002

Built and led 12-person UX team of researchers, designers, and producers when TechTarget was a startup offering vertical content to the tech industry.

Worked cross-functionally with Marketing, Sales, IT, Business Development, and Acquisitions teams to ensure user-representation.

Successfully designed and launched 20+ IT-specific vertical web sites in fast-paced startup environment.

Led the customer research and testing for all 20+ sites to oversee ongoing improvements.

User Experience Design Consultant

Reed Elsevier (RELX), Cambridge, MA, 1997-1999

Established first in-house UX team to offer web application design and usability services to Reed Elsevier’s 40+ publishing companies including Elsevier Science, Reed International, OAG, Cahners, and LEXIS-NEXIS.

Services included contextual inquiry, conceptual and UX design, user needs analysis, usability-testing, and visual design.