My specialties
In Financial Services, Insurance, and Health-Tech industries, organizations are increasingly leveraging Experience Design to drive digital transformation, improve customer engagement, and stay competitive.
I integrate Design Thinking, User Experience expertise, and deep industry knowledge while providing transformative solutions that bridge the gap between business goals and customer needs. As an independent contractor, I specialize in delivering scalable, innovative experiences that empower financial organizations to thrive in competitive markets on short-term or long-term needs.
Design Discovery Workshops
To uncover user needs, business goals, and pain points before initiating projects.
Design Discovery Workshops
To uncover user needs, business goals, and pain points before initiating projects.
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Why It’s in Demand:
- Helps align stakeholders and set clear objectives for product development.
- Critical for defining problem statements and identifying opportunities for innovation.
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Example Use Cases:
- Banking: Defining user needs for new mobile banking features
- Health-Tech: Exploring workflows for telehealth platforms.
- Insurance: Mapping touchpoints in the claims process.
Customer Journey Mapping
To visualize and improve the end-to-end customer experience.
Customer Journey Mapping
To visualize and improve the end-to-end customer experience.
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Why It’s in Demand:
- Identifies inefficiencies and gaps in user interactions with systems.
- Helps streamline complex, multi-touchpoint processes.
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Example Use Cases:
- Financial Services: Mapping the mortgage application process.
- Health-Tech: Visualizing patient journeys from appointment booking to follow-up care.
- Insurance: Improving the policy renewal experience.
Service Design and Blueprinting
To align people, processes, and technology for seamless service delivery.
Service Design and Blueprinting
To align people, processes, and technology for seamless service delivery.
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Why It’s in Demand:
- Integrates back-office systems with front-end customer experiences.
- Addresses challenges in workflows, scalability, and system integration.
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Example Use Cases:
- Financial Services: Designing advisor tools integrated with CRM platforms like Microsoft D365
- Health-Tech: Building workflows for integrating wearables with EHR (Electronic Health Records).
- Insurance: Creating automated systems for claims management.
Usability Testing and UX Audits
To evaluate the effectiveness of digital platforms and identify usability issues.
Usability Testing and UX Audits
To evaluate the effectiveness of digital platforms and identify usability issues.
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Why It’s in Demand:
- Ensures platforms meet user needs while complying with accessibility standards (e.g., WCAG 2.1).
- Informs iterative design improvements
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Example Use Cases:
- Banking: Testing the usability of online banking platforms.
- Health-Tech: Auditing the accessibility of patient portals.
- Insurance: Evaluating the usability of mobile apps for policyholders.
Rapid Prototyping and Wireframing
To create low-fidelity or high-fidelity prototypes for validation and feedback.
Rapid Prototyping and Wireframing
To create low-fidelity or high-fidelity prototypes for validation and feedback.
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Why It’s in Demand:
- Accelerates stakeholder alignment and user testing.
- Reduces time to market by validating concepts early.
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Example Use Cases:
- Financial Services: Prototyping dashboards for wealth advisors.
- Health-Tech: Creating interfaces for virtual care platforms.
- Insurance: Wireframing self-service portals for customers.
UX Strategy Development
To define long-term UX goals and roadmaps aligned with business objectives.
UX Strategy Development
To define long-term UX goals and roadmaps aligned with business objectives.
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Why It’s in Demand:
- Organizations need to embed design into their digital transformation strategies.
- Ensures UX investments are aligned with measurable outcomes.
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Example Use Cases:
- Financial Services: Establishing a UX strategy for a digital-first banking initiative.
- Health-Tech: Developing a roadmap for AI-driven healthcare solutions.
- Insurance: Designing a strategy for omni-channel policyholder engagement.
Accessibility Consulting
To ensure digital platforms are inclusive and meet accessibility standards.
Accessibility Consulting
To ensure digital platforms are inclusive and meet accessibility standards.
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Why It’s in Demand:
- Accessibility compliance is critical in highly regulated industries.
- Improves user satisfaction and expands the customer base.
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Example Use Cases:
- Financial Services: Ensuring compliance in online trading platforms.
- Health-Tech: Making telehealth apps accessible for patients with disabilities.
- Insurance: Designing accessible claims portals.
Design System Creation
To create reusable UI components and design guidelines for consistency and scalability.
Design System Creation
To create reusable UI components and design guidelines for consistency and scalability.
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Why It’s in Demand:
- Ensures brand consistency across products.
- Speeds up design and development processes.
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Example Use Cases:
- Banking: Building a design system for digital banking solutions.
- Health-Tech: Standardizing interfaces for patient and provider tools.
- Insurance: Creating a library of components for self-service apps
Data-Driven UX Research
To leverage analytics and user behavior data to inform design decisions.
Data-Driven UX Research
To leverage analytics and user behavior data to inform design decisions.
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Why It’s in Demand:
- Ensures design is aligned with actual user needs and behaviors
- Enables continuous optimization of digital products
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Example Use Cases:
- Financial Services: Using heatmaps to improve online application forms.
- Health-Tech: Analyzing patient interaction data to enhance engagement.
- Insurance: Tracking customer behavior to refine policy comparison tools.
Emerging Tech Experience Design
To design user interfaces for cutting-edge technologies like AI, blockchain, and IoT.
Emerging Tech Experience Design
To design user interfaces for cutting-edge technologies like AI, blockchain, and IoT.
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Why It’s in Demand:
- Organizations are investing in innovative technologies but need UX expertise to make them usable and impactful.
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Example Use Cases:
- Financial Services: Designing conversational AI for customer support chatbots.
- Health-Tech: Creating intuitive interfaces for IoT-enabled medical devices.
- Insurance: Building user-friendly blockchain-based claims systems.
A Proven Process
for Success
At the core of my methodology is a structured yet flexible process that ensures I deliver tailored, impactful solutions. Whether it's a short-term project or a long-term partnership, my approach is designed to align business goals with customer needs while fostering innovation.
1
Understand
- Conduct in-depth stakeholder interviews and research.
- Identify key challenges, pain points, and opportunities.
- Analyze existing systems and workflows to establish a baseline.
2
Ideate
- Facilitate collaborative workshops to generate ideas and prioritize solutions.
- Create initial concepts, prototypes, and workflows.
- Align stakeholders around a shared vision for transformation.
3
Validate
- Test designs and ideas with real users, gathering actionable feedback.
- Refine solutions based on insights to ensure usability and feasibility.
- Iterate designs to address user pain points and enhance efficiency.
4
Deliver
- Present polished designs, customer journey maps, and service blueprints.
- Provide a detailed roadmap for implementation, including timelines and milestones.
- Offer strategic guidance to support seamless execution.
Tailored to Your Needs
I understand that every organization has unique requirements. That’s why I offer flexible engagement models to suit your specific goals and timelines:
Short-Term Engagements & Workshops
Ideal for organizations needing quick wins or focused insights for accelerated solutions.
- 2–4 weeks
- Workshops (e.g., Design Discovery or Envisioning or Creative Problem Solving).
- UX maturity assessment & Design adoption readiness.
Medium-Term Projects
For teams seeking deeper transformations across specific areas.
- 2–4 months
- End-to-end Service Design initiatives.
- Customer journey reimagination for critical workflows.
- Prototyping and testing for new digital solutions.
Long-Term Partnerships
For organizations looking for ongoing design leadership and expertise as partial service, fulltime or need-bases.
- 6+ months
- Embedding design into your digital transformation strategy.
- Reimaging the role of Design in the organization.
- Establish an in-house Design team or function.
Let’s Work Together
If you’re ready to transform your customer touchpoints and deliver meaningful experiences that drive business growth, let’s connect. Whether it’s a single design discovery workshop or a comprehensive reimagination of your service ecosystem, I’m here to help.
let’s connect