Service
Service Design
Overview
Great products live inside services — support, onboarding, billing, the moments between touchpoints. I map the end-to-end experience across channels and teams, then redesign the points of friction that quietly cost you customers.
How I approach it
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Map the current state
I document every touchpoint and the people, systems, and hand-offs behind them to expose where the journey breaks down.
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Locate the friction
Combining analytics with frontline interviews, I pinpoint the moments that drive drop-off, confusion, and support load.
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Design the future state
I redesign the journey holistically — front-stage and back-stage — so improvements hold up across the whole organization.
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Sequence the rollout
Change lands in prioritized, measurable phases so the team can ship value without a risky big-bang launch.
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