Seamless and invisible experiences

If you want to create seamless experiences for your customers, consumers & partners, you need to inspect your business through their eyes and the eyes of your employees. Listening closely to what they are saying. Observing their behavior to uncover the motivations and needs that go unspoken and unmet. Solving problems before they even knew one existed. 

That’s the essence of human centered design, and it’s where you’ll find the greatest opportunities. To re-imagine and digitize end-to-end business processes and services to power remarkable market funnels and journeys.

The need is greater than ever

I’ve helped companies refocus on their customers, patients, internal users, employee and partners. All of whom demand experiences that are seamless, immediate, secure, omnichannel, on-demand, convenient, and personalized. The impact of such work is rapid and dramatic on multiple fronts:

• Customer satisfaction and retention
• Revenue growth
• Cost to serve, support or produce
• Employee engagement and retention

Over the past few years I’ve …

• Cut the time it takes customers to open a new account from 3 to 6 days to 20 minutes with a services exchange company contributing to a 25% increase in new account openings.
• Assisted an online skills exchange with establishing an accurate end to end view of their customer funnel through transaction tracking tools, and discovery sessions like market profiling.
• Helped an automotive dispatch decrease ~40% of their operational costs by addressing silos, fostering cross departmental collaboration, and adopting technology like automation.

My Process?

Whether through double diamond, design thinking, human factors, etc., my basic ‘buckets are …