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Service Design, Innovation, Research & Strategy
Highly skilled and innovative designer, product developer and planner with ability to create actionable insights, develop new solutions and services and strategy by combining human centered design, consumer research, innovation strategy, and product development leadership experience.
Service Blueprint, COPD Patient
Prototype for Employee Engagement
Product Development and Design, Brammer Cabinets
Recruited to work as a service designer and innovation expert focused on consulting for product and service development, business operations, innovation strategy and process.
Introduced and led system-wide Human-Centered Design and Service Design methods to improve patient experience and quality, increase staff engagement, and provide mentorship, working closely with senior leadership. Consulting partner to quality improvement, strategic development, clinical units, and operations to develop improvements, new services, and culture change initiatives.
Perform CPG research for Sylver Consulting, an international innovation research and strategy firm located in Chicago and Brazil that helps companies define new growth opportunities for their organizations and discover both the explicit and latent needs of current and potential customers.
Conducted field research and ethnography for major retail brand in the U.S. that led to insights to improve the employee experience.
Research and analysis lead for new opportunity space. Conducted in-field, in-depth user research through interviews, shadowing, ergonomic and human factors studies that lead to insights and concepts for development of new opportunity space. Researched industry trends and precursors to ground and contextualize thinking. Deliverables included: task analysis, video analysis, working frameworks, user journeys, and ergonomic studies.
Design lead for two teams in consumer goods products in insect division. Analyzed user research to refine concepts to bring concepts to market in a way that was meaningfully different. Conducted user research and product validation testing in US and European markets. Liason between technical department, product team, and design firm in developing final product and designs.
Led user research, analysis and synthesis incorporating usability studies and in field studies; conducted VOC interviews for Six Sigma project to guide strategic roadmapping and competitive analysis; Implemented design improvements for sample dispenser based on usability testing and user research studies; Led re-design of multi-department equipment maintenance program now standard with all equipment sales after leading and conducting user research study; Responsible for production of marketing communication efforts.
Senior Technical Writer
Oversaw holistic program for development of graphically oriented technical documents, video how-tos, and packaging resulting in 3% decrease in calls to Customer Service Center and Lowes equipment replacement order..
Lead and implemented standardizing sessions for grading art and design portfolios for Advanced Placement studio art programs. Coordinated work of 60 professionals who evaluated over 15,000 portfolios annually. Collaborated in writing and development of 3-D high school curriculum used in the Annual National Teachers Guide and on the Educational Testing Service web site.
Co-managed marketing, development, installation, technical documentation, and testing of Johnson & Johnson (Jansson Belgium) pharmaceutical mills with over 200+ machined parts for implementation and replacement program throughout Europe.
Managed daily operations of jewelry design facility; Developed five year strategic curriculum to increase enrollment, budget, and resources; Taught, facilitated, and developed college-level classes, workshops, and programming; Supervised 5-7 employees.
Education in the area of services leadership and excellence developed by world renowned academic faculty and tailored for how to compete and grow through the use of service and services.
Masters program for professionals with proven track record of leading innovation focused on deep learning of design thinking and learning to solve and dissect complex problems combining user research method based approach to innovation that enhance leadership and collaboration. Client examples: The Columbus Dispatch, Hispanic Health Coalition, Lululemon & Campus Crusaders for Christ