Who are your customers, really? What are their biggest pain points? How do they conduct research online for products or services like yours? What’s the right format and level of content for their needs?
If you need to more deeply understand your customers’ mindset and behaviors, create a seamless experience across all of your digital channels, or completely overhaul a clunky website or app, here’s how I can help:
I use analytics, business goals, customer research, and competitive intelligence to create results-driven customer experience strategies. I’m a big picture thinker who also likes to get in the weeds.
Design-thinking, human-centered, user-friendly, mobile-first — it’s all automatically baked into everything I do. Do you need a UX strategy for your website, mobile app, or email programs? Or a CX strategy that considers the offline experience, too? I do both.
USER EXPERIENCE DESIGN
World-class customer experiences don’t happen by accident. I use deep customer insights and collaborate with you to design the right solution for your customers.
I can help you bring the customer experience to life by designing user flows, clickable prototypes, site maps, journey maps, and more.
Hearing or witnessing customers’ stories first-hand energizes me. I look for problems that need to be solved, and then get to work.
My careful approach to recruiting the right people and interviewing skills yields powerful, actionable insights and personas. You’ll quickly see that I am a passionate advocate for your customers.
- Usability testing
- Focus groups / workshops
- Online surveys
- Diary studies
- Contextual interviews
- Card sorts / tree tests
Customer Journey Map
Using research insights from your teams and customers, I can help you create a customer journey map that visualizes your customers’ activities, thoughts, and emotions at every step. Next, I will breakdown how to use this map as an internal communication tool and lever to improve or design the ideal customer experience.
Gain in-depth findings about your customers’ mindset, behaviors, goals, and motivations so that you can confidently develop messaging, marketing and sales strategies, and products specifically for them. Understand where your target customers spend their time, what type of content they are looking for, and their preferred content vehicle (e.g., YouTube video, results-driven case study).
Multi-Channel User Experience
How will your customer seamlessly move from a native ad to your website to email sign-up and back again? I can help you think through what your users need at every micro-step, and then choreograph a simple, elegant solution.
Past projects have included: online appointment tools, cost calculators, product configurators, new customer onboarding programs, e-commerce checkouts, account creation experiences, blogs, preference centers, lead gen programs, progress trackers, and many more.