I focus on the "fuzzy front end" of new product development: helping you understand your customers, and how you can improve their lives (and your business). I'm fluent at bridging between design, engineering, and marketing, and fostering a shared vision and buy-in across diverse stakeholders.
Innovation & Experience Strategy
I have 20 years experience helping some of the world's major brands innovate. I'll help you lay the foundation for transforming your customer experience, and identifying new opportunity areas and value propositions for growth.
Customer insights & Journey Mapping
How does your existing experience measure up in terms of addressing customers' needs, goals and concerns? How consistent is it across touchpoints, and how effectively does it move customers along the purchase path?
Workshop & Sprint Facilitation
Getting started is often the hardest part. A workshop is a great way to kick-start your next project, get your thinking unstuck, or achieve stakeholder alignment. Learn about my customized workshop and Sprint facilitation.
How can I help you Create a better future?
Find out more about my experience in innovation and UX strategy, customer research, multi-channel customer journeys, and specialist knowledge in financial services.
I've worked with some of the world's leading companies to innovate, and have learned some things about making innovation successful - which often go against conventional wisdom.
What You Can and Should be Doing With Your Customer Journeys (Harvard Business Review)
Using Customer Journey Maps to Improve Customer Experience (Harvard Business Review)
Touchpoints Bring the Customer Experience to Life (Harvard Business Review)
A Great UX Doesn't Guarantee a Great Customer Experience (Harvard Business Review)
Compete on Know-Why, Not Know-How (Harvard Business Review)