Human-Centered Design & Service Design
Designing with Empathy to Drive Product and System Change
Using human-centered design to surface consumer pain points, build organizational empathy, and guide improvements across product teams and the broader ecosystem — shifting internal focus from siloed experiences to seamless, end-to-end journeys.
Section
02
3 projects
02 — 01
Enterprise Experience Strategy & Optimization
Defining and operationalizing an enterprise-wide experience strategy that connected frontline service delivery to long-term product decisions.
Read more02 — 02
Defining the Consumer Experience Vision for Optum
Building the north star for what a unified Optum consumer experience could look like — grounded in research and designed for organizational alignment.
Read more02 — 03
Making Consumer Insights Unforgettable
Turning complex consumer research into compelling, human artifacts that made insights stick and shaped product priorities across the organization.
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