Service Design

Service Design Blueprinting and Customer Journey Mapping are critical tools for understanding and optimizing the end-to-end experience across all touchpoints, whether digital, physical, or human.

My approach involves meticulously charting these journeys and underlying processes, revealing opportunities to streamline operations, enhance employee experience, and deliver exceptional value to customers. I translate complex service ecosystems into clear, actionable blueprints, driven by data insights & analytics, with a keen eye on ROI projection and strategic roadmaps.

As evidenced by my recent coursework with the Nielsen Norman Group, I am highly skilled in defining and mapping comprehensive user and customer journeys, creating detailed service blueprints that visualize the entire service ecosystem to identify critical touchpoints, pain points, and opportunities for improvement. My work creating the holistic journey for the Visa Business Solution Experience, encompassing accounting integration software and data solutions, directly demonstrates my ability to map multiple complex service journeys.

Translating business vision into tangible action led me to develop a comprehensive roadmap for improving new flows at CSAA Insurance Group, ensuring a 50% growth in AutoPay enrollment, directly impacting business value. Additionally, my work at Visa Commercial Solutions led to a remarkable 300% increment in company revenue in 2022, directly impacting user usability and fidelity. This success was achieved by integrating data insights & analytics into the design strategy, clearly demonstrating ROI and strategic alignment with measurable business outcomes for product and service enhancements.

My work often extends to improving the employee experience that underpins successful service delivery by addressing user sentiments and behaviors, ensuring a more positive and effective environment for employees delivering the service.

While Data Visualization is a distinct service, it plays a vital supporting role in my service design work. I leverage visual methods to clearly present insights derived from customer journeys and service blueprints, making complex data accessible and actionable for clients and end-users. This ensures that the narratives of the service experience are not only well-understood but also visually compelling.