Conducted 30+ stakeholder interviews across 21+ teams—including engineering, design, marketing, and operations—to gather insights on:

• Main workflows
• Pain points (customer & internal team)
• Key metrics
• Critical tooling & documentation

Planned and facilitated two workshops for each of the core user groups to 1) validate key customer journey steps, and 2) surface existing and aspirational KPIs

Product leads spoke confidently to their areas of ownership but surprisingly, were deeply curious about unfamiliar functions.

Insight: Passionate Individuals, Siloed Structure

Each team was a deep expert in their own areas but highly siloed within the org. They struggled to understand how their work impacted other teams and the larger customer experience.

In one of the last major client validation sessions, we were left with a key concern: The Employer/Employee map overlooked deep interdependencies between Accountants and Employers.

Focusing on the underlying concern, I compared both high-level journeys, identified key areas of overlapping workflows, and prototyped two ideas for integration to share with my team. Co-creating a final version that met client goals and preserved our core architecture, we were able to minimize disruptive changes and project delays.

Insight: Surfacing Hidden Workflow Dependencies

The client loved how the final version balanced showing interdependencies without compromising each map's core purpose.

Our final deliverable wasn’t a static artifact—it was a flexible system designed for a wide range of users to guide urgent action today and inform strategic planning tomorrow.

Championing Proactive, Systems-thinking

Presented end-to-end user journeys to shift from reactive to proactive churn mitigation strategies. Helped scale internal service design team to begin aligning 3,600+ employees around systemic design thinking.