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For the last 20 years, I’ve been crafting meaningful and valuable human experiences across every touchpoint - from digital: sites, apps and emails; to the physical: kiosks, in-store and spatial experiences; and services that interweave from: membership and loyalty programs, clienteling and end-to-end retail.
FOCUS AREAS:
Research & Field Studies
Personas & Archetypes
Value Proposition Design
Customer Journey Mapping
Service Blueprints
Ops & Process Flows
Spatial Experience Design
Concept Testing
Global & Cross-Culture Design
Leadership for multi-disciplinary teams
My approach is holistic, empathetic and systematic - I consider all the moving parts that belong to an experience: people, processes, policies and technology.
I love leading teams of diverse, talented individuals to bring both physical and digital worlds to life. Whilst I have had experience in a broad range of sectors, I specialise in Luxury, Beauty and Fashion.
Through this experience, I’ve had the opportunity to work in over 12 countries, across 4 continents. The exposure to leading international teams as well as designing for different cultures has developed my passion of how we design for real human beings - not just our customers, but for those employees who enable them.
I call myself a “turbo-nerd”, spending my spare time playing video games, Dungeons & Dragons and painting miniatures.