service design

The first journey map I produced was during my time at Nest, where I designed a visual of our comprehensive marketing communications at the time and weaved in analytics and revenue realized for each. Not only did it give us tactical insight into where we could optimize, but it also formed a narrative of the comprehensive journey that our customers go through.

I went on to facilitate the development of journey maps and blueprints at Google, SkySlope, and Autodesk.

At Autodesk, I worked with 14 folks from different parts of the company to develop a strategy on better help and support experiences from the website, Knowledgebase, within products, and even beyond through a combination of AI and human touch.