My Work
Most organizations struggle with the gap between their brand vision and what customers actually experience. Here are a few examples of projects that show how I help bridge that gap—from strategic workshops that get teams aligned to end-to-end experience redesigns that customers actually notice.
Supporting Foster Parents
Client: Tennessee State Department of Children's Services and nonprofit partners
The Challenge: Foster parents in this state have a 50% attrition rate in the first year. How can we better support them to increase their tenure?
My Role: Project lead for CX design, insights lead
What We Did:
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user research
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current and future state journey mapping
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stakeholder workshop
The Outcome: Aligned both the state and nonprofit partners around key pain points; $2,000,000 grant received to continue the initiative based on my findings
Deliverables: current and future state journey maps, insights report
Attendee Learning Journey
Client: UN Sustainable Development Goals; Salesforce
The Challenge: With tens of thousands of people coming to a tech conference, how can we integrate the UN SDG's into their experience to build awareness and engagement in a meaningful way?
My Role: Project lead for CX design, Marketing lead
What We Did:
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Journey mapping
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Partnership building
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Asset & toolkit creation
The Outcome: more visits to the SDG website during the conference than during the UN's own event three weeks prior
Deliverables: Attendee journey maps, SDG messaging frameworks, toolkits for partner teams, cohesive attendee journey on site and online for more than 100,000 attendees
[Project Title]
The Challenge: [1-2 sentences about what the client was struggling with]
My Role: [Strategy workshop facilitator / Fractional CMO / Project lead for CX redesign]
What We Did:
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[Key activity 1]
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[Key activity 2]
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[Key activity 3]
The Outcome: [Specific results - even if qualitative: "Aligned 5 cross-functional teams around a unified brand vision" or "Reduced customer onboarding friction by redesigning 3 key touchpoints"]
Deliverables: [Brand positioning framework / Customer journey maps / Implementation roadmap / etc.]
Additional Clients Include:
