Selected Work

Connecting internal structure to external experiences

In complex organizations, customer experience is rarely shaped by one department. Internal decisions, processes, interactions, and physical spaces combine to create what people ultimately experience.

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In complex organizations, customer experience is rarely shaped by one department. Internal decisions, processes, interactions, and physical spaces combine to create what people ultimately experience.

Learn more ➔

In complex organizations, customer experience is rarely shaped by one department. Internal decisions, processes, interactions, and physical spaces combine to create what people ultimately experience.

Learn more ➔

Organization

Massachusetts General Hospital

Organization

Massachusetts General Hospital

Focus

Patient experience and cross-functional alignment

Work

Observation, analysis, communications, experience review

Replacing reactive work with clearer systems

When organizations are under pressure, immediate needs can begin driving decisions across the business. Clearer priorities and systems can help short-term demands support, rather than compete with, longer-term goals.

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Organization

YMT Vacations / Travelopia

Organization

YMT Vacations / Travelopia

Focus

Revenue strategy, prioritization, and operational alignment

Work

Process design, digital advertising strategy, agency selection, long-term budget planning