I help organizations find + map the unmet needs in peoples’ lives and spark the creation of new platforms, services and places.
After six years at CP+B I've forged a tiny new consultancy focused on my sweet spots: the early phases of platform design, service design and civic innovation. Here's how I help agencies, brands and cities grow:
Behavioral insights: I help organizations understand the moment-by-moment relationships that people have with their products, services and places. And I map those journeys to spot unmet needs and untapped opportunities.
Opportunity mapping: I lead executive teams in prioritizing and addressing those gaps, which become briefs for improving current-state experiences and inventing new sources of value.
Accelerated making: Sometimes you need to drop the strategic muck and make something to understand it. I lead creative ideation, interaction design and prototyping efforts to jumpstart the making process.
City of Philadelphia • City of Miami
Turkish Airlines • American Express Travel
Vail Resorts • Hotels.com
Domino's • Best Buy • Microsoft
American Express OPEN • NBC
Aspen Dental • B-Cycle • P.ink
Research: key activities
Persona creation and scenario development
User research, interviews, observations and behavior mapping
Stakeholder interviews (internal/external)
Current-state experience auditing
Workshop/internal: observations, insights and next steps
Strategy: key activities
Internal/organizational capabilities discovery
Current-state user and organizational journey mapping
Workshop/external: collaborative design with target users and external stakeholders
Workshop/internal: opportunity identification, prioritization and key alignments
Design: key activities
Future product/service journey mapping: ideal state + first launch
Ideation, concepting and creative direction
Interactions planning and design
Digital and physical prototyping
Workshop/external: iterative feedback from users/stakeholders
Workshop/internal: creative collaborations and reviews