Design Strategy
As a design researcher, design strategist and service designer I have conducted user research to create artifacts including customer journey maps, service blueprints, scenario maps etc., identifying pain points in customer experiences and uncovering insights and opportunities.
Reinventing Credit Customer Journies
For this project I conducted user research to create a customer journey map determining the actions and touchpoints throughout the ideal credit journey.
Reinventing Credit Service Blueprints
A service blueprint is often utilized to illustrate a holistic or end to end view of a scenario. For this project I created multiple service blueprints to depict each phase of the credit journey and the relationships between people, processes, props and partners as well as the actions that support user touchpoints from front end and back end systems.
Personalization Strategy
Personalization and recommendation sciences have become ubiquitous in delivering relevant customer experiences and supports deeper engagement and loyalty. For this project I sought to discover how partners and processes work in tandem to create seamless digital (online) and in store (off line) experiences.
