SERVICE DESIGNSimultaneously observing and reflecting on the holistic ecosystem or “big picture” while diving into tactical behind-the scenes processes, and human interactions. Concretizing intangible services, and establishing a sequence of events to be able to orchestrate touchpoints – be it human, digital, voice, print or space. Co-create with those that bring the Service into being (employees & vendors), and also those that benefit from it (customers). The data comes from multiple research methods tailored to the project.
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BUSINESS DESIGNBringing a design mindset to business. In the early-stage human-centered innovation and business strategy process, everything is a hypothesis, as the exploration of desirability, feasibility and viability inform each other. Assumptions are laid out and rapidly validated in the real world, business constraints and possibilities emerge, and slowly but surely a clearer picture emerges. Revenue streams, business models, partnerships, process optimization, organizational structure, and even company-level strategy come into play
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INNOVATIONUsing any means necessary to gather the required knowledge and connecting dots to create something novel. The data comes from multiple research methods — Moderated desirability testing, contextual inquiry, longitudinal studies, interviews, surveys and other techniques. And the ideas could be driven by anything between the power of play, to design sprints and the evidence-driven COM-B model. See "Ideas" to view methods I've developed to make research, design and experience strategy tools more accessible to a wider audience.
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