Hi. I'm Jess, a service design and product strategy professional. I solve problems, facilitate workshops, and expand design capabilities to drive better user experiences in regulated environments.
Featured Projects
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Collaboration between XCELab and Xcel’s Customer Satisfaction Rally Room, to address the factors negatively impacting JD Power CSat scores by taking a systemic view of the overarching customer experience and identifying opportunities for sustaining long-term satisfaction (vs. short- term fixes). Outcomes included alignment around a single end-to-end customer experience, identification of prioritized opportunity areas and associated action plans.
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Partnering with our Corporate Sustainability team, the XCELab developed priorities and requirements for an enterprise-wide sustainability tracking platform. leveraging user interviews and a combination of live and online workshops and working sessions.
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A service market test to understand what it would take to create, stand up and execute a service designed to support and motivate African American women (age 45-64) to make active lifestyle changes to reduce their risk of becoming prediabetic.