Articles

Implementing Experience as an Organizational Value

UX Magazine

Bringing customer-centered thinking into an organization is about more than just proclaiming that you’re focused on experience. It’s about changing your process, sure, but it goes even deeper: It’s about changing attitudes. It’s about making your customers a central organizational value that guides behaviors and decision making.

Leading Customer Experience

UX Magazine

Guiding your organization to achieve an experience-first mindset means understanding your context, building connections, and communicating your intention.

How Building a Human-Centered Product Helped an Organization Strengthen Its Mission

Medium

Taking a patient-centered approach we were able to align a the values of the organzaiotn with a sustainable, patient-centered approach to product design & development. Here's how we did it.

World Usability Day – Healthcare

Summary of the event I hosted in coordination with the Colorado chapter of HIMSS

Presentations

Service Design to Orchestrate Customer Touchpoints

Outdoor Retailer Snow Show

Many organizations are trying to determine the best way to begin focusing on Customer Experience. We take a proactive approach to CX by being intentional with how your customers interact with your business.

Driving Organizational Alignment Through Customer Experience

American Psychological Association

Speaking to the values and processes necessary to ensure "experience" is an organizational value to achieve customer-centric & experience-focused organizational cultures.

Leveraging UX & Kanban to Unleash Your Inner Startup

Denver Startup Week

The focus of the presentation is how to ensure "experience" is an organizational value to achieve customer-centric & experience-focused organizational cultures.

How To Entice Leadership To Crave Customer Discovery

Denver Startup Week

How to gather compelling customer stories and how to successfully measure these insights. Yes, you can measure aspects of customer experience and use these measures to encourage decision-makers to crave even more customer discovery.