Customer Experience (CX) Strategy and Service Design
I collaborate with PMs, stakeholders, business analysts and solution architects to create future-state customer experience or service design strategies and roadmaps, founded in customer research. I also occassionally perform a quick analysis of one element of a customer experience strategy to provoke next best actions or to define a fuller CX project.
My consultation is founded on deep expertise. After working as a product designer, UX consultant, creative director, innovation strategist and leading a large team of designers, I created the CX capability in APAC for an award-winning global agency, globally recognised in The Forrester Wave™: Midsize Digital Experience Agencies, Q4 2018 report. I have been working as an independent consultant since mid 2019, working across multiple industries.
To find out more about my approach and how I have helped many clients, please get in touch.
Select case studies
Digital transformation strategy for a global sporting organisation
Service design strategy for local government
Service design solutions for disability care workers
Online superannuation member services platform
CX insights briefing for a local Australian bank
Rethinking an automotive service ecosystem
Analysing the usability of a university staff services platform
Free tools
Approach to co-designing experience principles