Blueprinting is a strategic service design tool that visualises the end-to-end customer journey, detailing both frontstage and backstage interactions. It maps out processes, touchpoints, and roles, ensuring alignment across teams and identifying opportunities for optimization. By leveraging blueprinting, I can create current and future states to help businesses create seamless, efficient, and user-centered service experiences.

Customer Experience (CX) Strategy is a holistic approach to designing and managing every interaction a customer has with a brand. It aligns business objectives with customer needs, ensuring consistent, personalized experiences across all touchpoints. Through CX strategy, I help organizations build long-term loyalty, enhance satisfaction, and drive growth.

Workshop design & facilitation involves crafting interactive, collaborative sessions that align teams, drive innovation, and solve complex problems. By tailoring workshops to specific goals, I create engaging environments where participants can co-create solutions and generate actionable insights. This approach fosters creativity, ensures alignment, and empowers teams to make informed decisions.

Behavioural profiles and persona creation involve developing detailed representations of target users based on data-driven insights and observed behaviours. These profiles help uncover motivations, pain points, and preferences, ensuring a deep understanding of customer needs. By creating accurate personas, I enable businesses to design more personalised and effective experiences that resonate with their audience.

Prototypes and final products, including demos, are tangible representations of design concepts that bring ideas to life and test their viability. I co-create interactive prototypes to validate solutions, gather feedback, and refine designs before moving to production. By showcasing demos, I help stakeholders visualise the end product, ensuring alignment and driving informed decision-making throughout the development process.

Business analysis, combined with service design, helps identify challenges and opportunities to improve both operations and customer experiences. I assess processes, data, and stakeholder needs to find areas for improvement and create practical solutions. By using service design, I ensure these solutions align with the user journey, driving better results for both the business and its customers.

Through a mix of qualitative and quantitative user research methodologies—such as surveys, interviews, ethnographic studies, and usability testing—I gain deep insights into customer behaviours, motivations, and pain points. I apply a "test and learn" approach, continuously iterating and validating strategies through A/B testing, prototypes, and feedback loops. This ensures that every decision is rooted in real customer data, allowing businesses to refine their approach and stay responsive to evolving needs.