Featured Work
LabCorp
HEALTHCARE
LabCorp’s charge was to double-down on their excellent customer service, but to ensure it was delivered well throughout the entire customer journey. Each stage and touchpoint—from scheduling and arrival, to testing, results, and billing—needed to be considered not as discrete activities but as part of a larger patient experience.
DCU
FINANCIAL SERVICES
As a credit union, member-centricity has always been core to DCU. But, despite a long track record of delivering excellent in-person service, the results were proving uneven in a digital-first world.
Blue Cross Blue Shield
HEALTH INSURANCE
I worked with Blue Cross Blue Shield of Massachusetts to create an innovative new in-person experience to bridge the gap between consumers and the larger healthcare system, one dedicated to putting co-creation and human-centered innovation into action.
SES
SATELLITES
SES is one of the world's leading satellite owners and operators with over 70 satellites in both geostationary and medium Earth orbits. They offer high performance video and data solutions virtually everywhere on the planet. My work with SES helped them become more customer centric in order to drive service innovation and growth.
Shorelight
EDUCATION
Shorelight works with universities across the U.S. to create innovative programs that deliver comprehensive educational services to international students. I worked with Shorelight to improve the student experience, streamline employee systems and workflows, and identify innovative marketing initiatives to restore their growth velocity.
Insightfil
HEALTH CARE
Over 60 million Americans struggle to manage their complex medication regimens, leading to poor healthcare outcomes and $300 billion in avoidable medical costs for our country. Insightfil, a health care start-up, wanted to do something about it.
CSU East Bay
EDUCATION
CSU East Bay's continuing education unit wanted to adopt an enterprise CRM and design a new website. There was only the small matter of branding, positioning and CRM methodology to consider. Oh, and a user-friendly shopping cart. That talked to PeopleSoft.
Head Start
HUMAN SERVICES
Head Start provides comprehensive education, health, nutrition, and parent involvement services to over a million low-income children and their families each year. I worked with the Early Head Start National Resource Center to ensure their evidence-based content would find its audience.
Simmons University
EDUCATION
Simmons is a small, private university in Boston. During my career at Simmons, I designed and built the University’s online presence from the ground-up to increase brand awareness, advance enrollment marketing, support students and faculty, and engage alums.
BetterLesson
START UP
BetterLesson gives teachers access to the best, most effective lessons, units, and curricula online. I started working with BetterLesson in its very early days to create an engaging and compelling digital experience for teachers to explore, create, and contribute.
Interesting Initiatives
Clients
* featured case studies
Air Force Research Lab
AMI Leasing
Artefact Design
Berklee College of Music
BetterLesson *
Blue Cross Blue Shield *
Boston Symphony Orchestra
Brandeis University
Budget Rent-a-Car
Cantina
CSU East Bay *
CSU Fullerton
Davis Square Lofts
Digital Credit Union *
Embry-Riddle Aeronautical U.
Forbes Park
Georgetown University
Harvard Common Press
Head Start *
Holcim
Intersystems
Insightfil *
Jacobs
John Hancock COIN
Johns Hopkins University
LabCorp *
Lincoln Public Schools
Literacy Collaborative
Mass College of Art & Design
Mass Music Educators Assoc.
Michele McGrath Makeup
Non-Event
Northern Colorado U.
Rivier University
San Jose State U.
SES *
Shorelight Education *
Simmons College *
Somerville Arts Council
Story+Structure
The Money Experience
Two Trick Pony
UC Santa Cruz Silicon Valley
University of Houston
US Postal Service
VetsFirstChoice
Wolperts Insurance
Worcester State U.
Your Call Football
Speaking at a Service Design Network event with one of my clients, where we featured the project we worked on together.