Design Thinking

I facilitated a cross-functional assessment of customer experience modernization.

As a Digital Experience Architect and Strategist, I led the collaboration between stakeholders across multiple business areas. The collaboration utilized a Design Thinking format guiding stakeholders to customer empathy, journey mapping, pain point analysis and opportunity identification.

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Human centered design is my passion.

In this project, I asked teams to study how customers might transition in to newly implemented business systems. Having this understanding provided an opportunity to develop seamless transitions. The below journey represents a future state intended to build awareness, educate and mitigate negative impacts.

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