I help organizations improve their relationships with people in several ways:

As a technical writer, I design and write materials that help users be more productive with less stress. I research, design, and manage document systems. Technical writers are oriented towards the products and services to which they are attached.

As a service designer, I use design tools, methods, and principles to build business processes that include several touchpoints. Service design starts with users, researches their experiences and designs services to empower them. I have extensive experience with experiential social media in which I design services to engage people in digital public. I am very experienced at conceptualizing, testing, and iterating #customer #journey #maps.

One of my superpowers is Agile Digital Ethnography research, which changes the rules of user/customer research. I use ethnographic methods to study people’s behaviors within the context of a community. As an ADE practitioner, I study digital social data, which is secondary research; however, many clients have told me that the richness of our results rivals primary research. ADE is qualitative since it’s rich with social context, and it's quantitative, so we can compare and measure results. I use ADE to develop and iterate customer experience maps, journey maps, and other artifacts. I use ADE to conduct persona studies in which I validate and quantify the characteristics of each persona, and these can be longitudinal as we can measure their change over time.

As a consultant, I advice clients in digital transformation at several levels. I lead social media strategy, un-marketing strategy, customer experience transformation, and employee experience transformation projects. I have led business strategy engagements for enterprise and startup clients.

Although these services may seem very different from each other, the common thread is helping organizations understand and relate to people, so they can serve them better. Organizations that serve people best are more resilient and profitable. Their employees are more productive, and their customers/users are happier and do more business with them.