Franus Experience Design is simply me, leading product innovation and service design. Here's how I help organizations create meaningful change. Scroll down for case studies.
Find the unmet need
What's great? What could be improved? What's the unmet need or untapped opportunity? I help companies gain clarity on the moment-by-moment relationships people have with the products, services and places in their lives.
- Extensive experience auditing
- Persona creation and scenario development
- User research, interviews, observations and journey mapping
- Stakeholder interviews
- Discovery workshop: insights and next steps
Frame the opportunity
What should we be doing differently? What might that future look like? I work with leaders to crystallize their opportunities for change. Together we construct briefs for improving current experiences and for designing net-new ones.
- Alignment workshop: opportunity identification and prioritization
- Envisioning workshop: we define what the ideal state might look like, how it might work, what people might say about it, and construct briefs to set teams in motion.
What will we make? How will people use it? If they talk about it, what will they say? I lead creative ideation, interaction design and prototyping efforts to jumpstart the making process.
- Ideation, concepting and creative direction
- Future journey mapping: ideal states + v1
- Prototype creation and testing
- Workshop/external: iterative feedback from users/stakeholders
- Workshop/internal: creative collaborations and reviews
Digital transformation: Domino's
I led experience design and digital strategy for Domino's at CP+B, and later oversaw the team making magic as Domino's evolved into a prototypical case study in brand transformation. We evolved every major touchpoint in the consumer experience and laid the foundation for frictionless, personalized ecommerce, which is now at the heart of every Domino's digital interaction.
Urban design discovery:
City of Philadelphia
How can we rethink civic engagement in the place where modern democracy was born? I led the extensive, deep-dive discovery phase, along with a team of researchers, technologists, creatives and urban inventionists, for this effort focused on the creation of a permanent, digitally-fueled, block-wide placemaking initiative in the heart of downtown Philadelphia.
Organizational strategy + digital platform development: Integrity Home Care and Hospice
How do we design for dignity within and across during life's most critical moments? I led research, strategic envisioning, executive alignments and experience design for a new platform connecting Integrity's clients and caregivers.
Social impact platform: P.ink
Breast cancer survivors are told they have two options after a mastectomy: reconstruction or no reconstruction. Healthcare doesn't conventionally explore a powerful third option: tattoos. My peers at CP+B and I created P.ink to change the culture of healing. What started as a simple Pinterest board (ranked #1 among all charities) has evolved into app for trying on tattoos; an annual event that's inked hundreds of survivors; and a global platform for exploring new ways to improve the survivor journey. Coverage: BBC, ABC 20/20, MTV, PBS, Associated Press, New York Times, Fast Company. Today P.ink is now its own 501c3. I'm executive director. Website: http://p-ink.org.
Digital platform development:
For two years at CP+B I led experience design and digital strategy for all things American Express OPEN and American Express Travel, including the invention and/or evolution of Small Business Saturday, OPEN Forum, Nextpedition, Fine Hotels and Resorts and other travel inventions.