MY WORK
My experience spans industries like healthcare, finance, consumer tech, and B2B SaaS among many others. I've worked for major corporations and startups, and as a consultant.
CASE STUDIES
To protect client privacy, case studies are presented at a high level- To see detailed case studies, get in touch.
UNLOCKING EV OPPORTUNITIES FOR AN OIL CHANGE GIANT
PROJECT DETAILS & ROLE
13 Weeks - Contract Owner and project lead responsible for overseeing all client interactions, board deliverables, and 3 person team of researchers, interaction designers, and business analysts
CONTEXT
A well established provider of oil change (ICE) services sought to understand the value that they could add in preventive maintenance as the car parc increasingly shifts towards an electric platform.
METHODOLOGY
Complex recruiting of 55 EV owners to an in-person location, In-depth 1:1 research, advanced business prototyping, journey mapping, workshops, board deliverables, video storytelling
OUTCOME
We uncovered multiple actionable opportunities for this provider to lead EV service in the coming decades within their existing locations while leveraging their core competencies of providing trusted preventive maintenance services. Findings were presented directly to this company’s Board of Directors and as a result additional projects were proposed and sold to further refine product offering.
DEFINING DIFFERENTIATION IN ARCHITECTURAL COATINGS
PROJECT DETAILS & ROLE
12 Weeks - Project lead overseeing client interactions and 4 person multi-disciplinary team of researchers, visual designers, and product strategists
CONTEXT
Despite over 150 years in the market, a leading paint manufacturer struggled to stand out from competitors. Its products had become commoditized, making it difficult to build preference among architectural professionals.
OBJECTIVES
Identify digital opportunities to increase specifications among commercial architects, and interior designers.
METHODOLOGY
In depth interviews, contextual observations, analogous research, competitive benchmarking, journey mapping, concept development, executive workshops
OUTCOME
Research revealed that the key opportunity for differentiation lay in collaborating with architects during the paint selection process, providing tools that simplify access to physical samples. We identified three digital product opportunities that not only enhance sample accessibility but also offer unprecedented insight into the behaviors and decision-making processes of professional paint buyers.
REGAINING PATIENT TRUST THROUGH BILLING REFORM
PROJECT DETAILS & ROLE
18 Months - Research and strategy lead working in conjunction with 5 consultants and dozens of client stakeholders
CONTEXT
A large not-for-profit healthcare network with over 50 hospitals and 29 million patients (annually) had a major problem: Patients who should qualify for financial assistance were being charged or declining care to avoid being billed, and existing systems used to identify them were failing.
METHODOLOGY
Contextual observations, Content Design, Prototyping, Evaluative Testing, Quantitative Analysis, VOC Surveys, Embedded employee training, Journey mapping, Workshops, Executive presentations
OUTCOME
Over 18 months, our team engaged in several initiatives- first mapping the financial assistance journey of vulnerable patients, and then identifying key areas to intervene. In response, we prototyped multiple new methods of engagement including digital, phone and in person interactions, launching new services to patients across several test regions. The result was dramatically increased patient and employee satisfaction and increased revenue cycle efficiency. Our prototypes were ultimately expanded and rolled out to the entire healthcare network.