Work with me

Service design & creative operations consultations

What I can help with

• Set up and run processes for creative teams
• Turn design hunches into hypotheses, then a plan to measure them
• Launch products and services in physical places

Look, Build, Tell: A method for service & creative process knowledge development

1. Look

Find out what’s actually going on. I talk to employees, customers, and the people who sign off. I walk the spaces, notice the difference between what was planned and what is. I learn the money: unit economics, the subscription math, launch costs, production costs. Every friction point gets logged and ranked. I map the journey, the promo calendar, and the go-to-market timing. Last, we write down a hypothesis everyone believes: if we change this, that happens.

You leave with: a real problem, a way to know when it’s solved, a stats model, and a test plan.

2. Build

Turn the belief into a plan. Options, costs, and a recommendation. A diagram of what depends on what. Blueprints, wireframes, and storyboards. Requirements for each team (IT, retail, marketing, L&D), including scripts, user stories, test cases, and creative briefs. Then the test design, dashboards, status rhythm, and a timeline with change-management steps and go/no-go gates.

You leave with: a plan that’s been poked at and is safe to roll out.

3. Tell

A great plan nobody understands is a failed plan. I explain the why, backed by evidence, and show what coherence looks like. I build the story with each team so they own it. When the test ends, I bring the results on a roadshow, including what surprised us and how to scale from here.

You leave with: alignment, momentum, and a story people can repeat.

If your organization has a strange idea it can’t quite justify yet, that’s my favorite kind of project.