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Hi, I’m Betsy.
I design customer-centric services and strategies that enable resilient businesses.
I’m a service designer and CX strategist with over 13 years of experience advocating for humans 🧑🏻🤝🧑🏽 and the places they live 🌱 using design and systems thinking.
I have deep roots in:
Service design
Understand, optimize, and innovate the holistic experience customers have with your services and products. I used tools like journey mapping and service blueprinting to pinpoint priorities, break down silos, and orchestrate experiences across touchpoints.
Stakeholder engagement
Through workshop, alignment, and ideation sessions, break down silos and harness the power of different perspectives coming together. I create welcoming and generative spaces for sharing and incorporate compelling stories and play to help stakeholders uncover their creativity.
Customer experience research
Get a deep understanding of the experience your customer has when trying to do a job that includes your service. I use qualitative and generative research methodologies, rigorous analysis of data, co-creation, and ideation to explore the current or desired experience.
Well-crafted communications
Powerfully share your message, whether it’s to gain buy-in from leadership or activate research findings for a product redesign. I bring my background in graphic design, communications, and writing into the forefront when it comes time to engage stakeholders around a new initiative.
I'm actively growing these capabilities:
Trauma-informed design and research
Taking workshops like this one with Jax Wechsler and nerding out on podcasts like this one with Jenny Winfield
Participatory design methods + mindsets
Integrating the approach of Beyond Sticky Notes and loving this federal gov project with community researchers
Journey management and orchestration
Learning platforms like TheyDo and devouring webinars like this one from Marzia Aricò
Design for the public sector
Take a look at some projects ✨
Recent case studies
➜ Embedding customer-centricity within a highly institutionalized health insurance organization
➜ Understanding the experience of selling a business and what service opportunities exist for small business banking customers
Other projects
A gallery of projects in participatory research, exhibition experience design, event design, branding, and graphic design
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