How I work
A simple arc, repeated until the outcome is better.
Every engagement moves through the same five stages. I can run the whole arc or join at any point — working on my own or alongside your staff, developers and providers.
- 1
Discover
Understand the organization, its people and what it is really trying to do.
- 2
Map
Make the existing service and its information flows visible — including the friction.
- 3
Redesign
Develop a better future-state experience, simplified before it is automated.
- 4
Build
Implement the appropriate technology — a prototype or a working application.
- 5
Improve
Evaluate whether outcomes actually improved, then refine.
Interactive
Explore a service blueprint
A blueprint lines up what people experience with what happens behind the scenes. Pick a stage to see every layer — including where it tends to hurt today.
People
The client submits a request.
Frontstage
An online form — clear, short, accessible.
Backstage
The request is logged and acknowledged automatically.
Systems
Intake form → database.
Pain point
Before: a PDF emailed in, re-typed by hand.