Lead / Staff — UX & Service Design
I turn tangled service journeys into systems people can actually follow.
Fifteen years of journey mapping and service design across telecommunications and retail. I find where the experience breaks, map the whole flow, and design the clean system that resolves it.
Resolved into
Stages
4
Touchpoints
14
5M+
Customers and users reached through redesigned experiences
40+
Cross-functional workshops and journey-mapping sessions co-led
500+
Research participants synthesized into actionable insight
Selected work
Case studies, outcome-first
Making operational work legible at enterprise scale
Mapped authenticated and operational digital experiences for store and support teams at The Home Depot, turning scattered tooling into one coherent, accessible end-to-end workflow.
+25%
usability & accessibility scores
-30%
design rework
A future-state experience vision for 20+ customer journeys
Built the frameworks and operational plans that connected Residential and Business customer needs to a single future-state experience direction, and kept it alive through roadmap and delivery.
20+
end-to-end journeys
+25%
customer experience improvement
Workshops that turned stakeholder tension into a roadmap
Planned, designed, and co-led 40+ co-creation and journey-mapping sessions, leading the Service Design workstream and converting cross-functional debate into 25+ prioritized initiatives.
40+
workshops facilitated
25+
prioritized initiatives
Twenty digital features, designed to lower the cost of getting things done
Designed interfaces and interaction flows across residential and business customer platforms, grounding each feature in usability testing and shipping measurable reductions in task time.
-15%
task completion time
20+
features designed
Approach
Evidence before the system
Research the real flow
Interviews, observation, and service-blueprint audits to find where the journey actually breaks — not where the org chart says it should.
Map it wall-sized
Current-state and future-state journeys that connect customer needs, business objectives, operations, and digital touchpoints in one legible frame.
Design the clean system
Turn the map into decisions, ownership, and measurable outcomes — validated with users before anything reaches a backlog.
Visual storytelling
Bringing ideas to life through form and color
Fifteen years, 20+ enterprise initiatives, 75+ feature enhancements. The full record is in the resume.
Download resume (PDF)Let's map the journey that's been holding you back.
Open to Lead and Staff UX / Service Design roles.