About Me
CUSTOMER EXPERIENCE EVANGELIST & UX CONSULTANT
I help companies shape, design, and deliver extraordinary end-to-end customer experiences. I look at human behavior from different perspectives to gain insights, envision ideas, and seek the right solutions; solutions that not only fulfill base needs, but also evoke positive, emotional, and memorable responses across multiple customer experience delivery channels.
The emotional aspect of a customer’s journey is often overlooked but is a fundamental part of the experience that can make the difference in customer loyalty and business success. I truly believe solutions are most successful when they combine data-driven research with emotional insights.
Away from work, I am inspired and energized by pursuing amateur photography, fashion design, as well as showing my dogs, purebred Vizslas, in the show ring.
Expertise & Services
RESEARCH • DESIGN • STRATEGY
CX/UX Strategy
Create a CX vision in line with the brand vision and corporate objectives. Then, create an execution and communication plan to realize the CX vision.
Customer Research & Insights
Voice of Customer programs, Qualitative & quantitative research programs & activities to understand customers needs, habits, and pain points
Experience Design & Improvements
Use design thinking, co-creation, and journey mapping to create and iterate product & service designs across all channels and touch points that exceed user expectations
Current State Evaluations
An expert scan, analysis, and benchmarking of your current Experiences offering across multiple channels & touchpoints, as well as an improvement plan.
CX & Design Thinking Workshops
Infuse CX best practices & design thinking into business processes by delivering workshops, training, and a concrete action plan to help management and staff with daily tasks.
User Groups & Journey Maps
Identify & understand target users groups (personas), and then map their emotional & functional journeys across all touch-points to identify successes as well as pain points.
Work history
Freelance CX/UX Consultant
Boston vicinity, 2010-present
As an independent consultant in greater Boston area, I help clients improve their user and employee experiences by infusing customer thinking into their processes, conduct user research, and design experiences.
Sample projects:
- User Research, CX insights for Adidas (Europe, 2018+)
- Created a new UX for PerkinElmer (2017-2018)
- Retail mobile app design for CVS’s customer app (2015-2016)
- User research for B2B2C experience for LeGrand (2016-2017)
- Web/Mobile application design Fidelity Investments (2014)
- UX Strategy and persona creation for Putnam Investments (2012)
- Improve Web UX for various companies including Novartis, OceanSpray, AT&T, HBO, & more (2010-2014)
- Kiosk UX for nationwide car wash systems for Unitec Electronics (2012)
Clients included:
CX Evangelist & UX Consultant
Amsterdam, Netherlands, 2006-2015
Co-founded Cnote (cnote.nl) in 2006 in Amsterdam, Netherlands. Cnote is a boutique Customer Experience agency offering Service design, CX design, and CX strategic services. I traveled between Boston and Europe regularly to meet the needs of clients including:
- Business proposals to “pitch” for new work
- Interact with clients directly and indirectly (remotely) to gather business needs and constraints.
- Design Lead for nearly all CX projects, creating workflows, wireframes and visual designs
- Gather user input at beginning of projects via interviews and research, and during design via user testing.
- Conduct many User Experience Scans for global brands like KLM, Ahold, and IN
Projects included:
- CX for airport kiosks used for check-in and transfer services, currently in use on hundreds of kiosks in airports worldwide (KLM /Air France)
- Staff behavior research/planning to help define a strategy and execution approach for KLM Staff behaviour to increase customer satisfaction (KLM)
- Strategy to bring CX thinking into the organisation, improve content strategy to support customer journeys. (Transavia airlines)
- Mobile apps design for check-in and related “my trip” services (KLM)
- Service recovery strategy, testing, and IA for mobile apps and web channels (KLM/Air France)
- E-commerce experience (IA and visual design), mobile strategy and design for iOS apps for shopping & in-store services for Holland’s largest luxury department store chain (De Bijenkorf)
- E-commerce experience (IA and visual design) for luxury fashion brand. Also, a complete mobile experience strategy for shopping online or while in-store using iOS apps (Expresso.nl)
Clients included:
UX Design Lead
Amsterdam, Netherlands, 2002-2006
- Led all design activities for numerous UX projects for some of Europe’s largest companies including Philips, Thomas Cook, Deloitte, ING, Ahold, Argos UK, ShopDirect.
- Conducted contextual user interviews and user research/testing throughout the design phase.
- Worked with client stakeholders to gather business needs and constraints.
- Conducted usability reviews and offered recommendations for design improvements.
- Created workflows, sitemaps, wireframes and visual designs for numerous e-commerce websites as well as complex web applications or information sites. Leveraged Fredhopper’s attribute-driven search and browse software where appropriate.
Clients included:
Director of User Experience
Dedham, Massachusetts, 1999-2002
- Created and led a 12-person design and usability team for TechTarget to build the IT media company’s offering of 20+ IT-specific web sites as well as IT-specific print magazines.
- Led customer research, conceptual, functional, and visual design of all sites.
- Responsible for design creation and maintenance for all sites, email newsletters, and affiliate sites and functionality.
- Support Marketing, Sales, Technology, Business Development and Acquisitions teams to ensure user-representation
User Experience Designer
Cambridge, Massachusetts, 1997-1999
Co-founded the UX team to offer web application design and usability services to Reed Elsevier’s 40+ publishing companies including Elsevier Science, Reed International, OAG, Cahners Publishing, and LEXIS-NEXIS.
Activities included contextual inquiry, interaction design, usage analysis, usability-testing, visual design.
