Case study: Starting a CX Program at a federal agency
When: Spring/Summer 2023 Problem space: Federal requirements for digital transformation, including 2018’s 21st Century IDEA Act, called for a specific focus on improving what it is like to be a public and internal user of federal digital systems, e.g. the customer experience [CX]. In order to improve something, it must be measurable, measured, and meaning… Continue reading Case study: Starting a CX Program at a federal agency
The magic of prototyping
In conversation with design thinking Professor and agile shop Director of Staff Maggie Lewis, I go off on prototyping and why we all should be doing it. Three words: learn by doing.
Case Study: Product Management for voting issue resolution
When: Winter/Spring 2023 Problem space: The Lawyers Committee for Civil Rights runs the US’s largest Election Protection program to monitor and address ballot-based voting interference. Between a cadre of poll-watchers, a hotline, and behind-the scenes partners on deck to correct issues, they keep track of thousands of incidents each year. In 2020, their digital intake… Continue reading Case Study: Product Management for voting issue resolution
Case study: Solving problems using experience journeys
A case study about solving business problems by using an experience journey framework, instead of an experience moment lens / republished on Medium. What’s the difference between a moment and a journey? A moment happens briefly, whereas a journey is a collection of moments creating the story of an overall experience. You remember moments – yet… Continue reading Case study: Solving problems using experience journeys
What I Learned Designing a CX Listening Program
As I wrap up a role in which developed a Customer Experience [CX] data listening program, I wanted to share a few of the learnings surfacing as I write a playbook on my exit. Firstly, the purpose of a CX program is to get evidence to inform meaningful enhancements to digital and physical experiences. We… Continue reading What I Learned Designing a CX Listening Program
Keynote: Active Care Interventions in Workshops
I came to facilitation after many years of hosting and presenting live performances. The similarities are deep: engage people, care for them and their experience, produce something meaningful worth everyone’s time. And, sometimes: things go sideways. I presented a framework for active care at Voltage Control’s Control the Room facilitator conference in Austin, 2022. The… Continue reading Keynote: Active Care Interventions in Workshops
Values-first Redesign of Financial Services for a Social Justice Fiscal Sponsor
Getting and managing grants is a key part of sustainability for small orgs and projects. If the money’s not coming, it’s over. But what about when the money IS coming but you‘re not certain how to manage it? What about when you are making money and you realize it requires all new skills? Over the last… Continue reading Values-first Redesign of Financial Services for a Social Justice Fiscal Sponsor
Portfolio Highlights, 2010-2019
Click the red links in the slide below for more detail on the projects, process and outcomes of each.
How I use speculative games to test design-driven innovation
This article first appeared in Prototypr, Jan 2019 Innovation requires engagement in the problems of reality as well as a willingness to imagine the delights and pitfalls of possible futures. As makers and designers, we’re not usually up against a lack of problems to solve: we’re up against limits on resources and limits to what… Continue reading How I use speculative games to test design-driven innovation