This company sought to deepen its financial planning strategy. The challenge? Nine senior stakeholders, from investment to insurance, had misaligned priorities and competing visions for company growth.
As the design strategy lead, I facilitated high-stakes workshops and served as a trusted thought partner. My goal: unify executives around a cohesive, long-term client vision.
Impact:
Aligned cross-disciplinary leadership on a single roadmap to increase average account value by 55%.
Elevated design thinking by embedding human-centered practices into strategic planning at the senior level.
Reflection:
This project reinforced that leadership is about forging shared understanding. When big-picture strategy comes together, service design becomes a strategic force.
The medical questionnaire asked clients to review ten years of health history, which was frustratingly long and prone to drop-off.
As service design lead, I brought together product, business ops, product design, and content design to reimagine the process. I designed and facilitated team workshops to build a shared vision for simplification.
Impact:
Delivered a refined questionnaire flow in ten weeks.
Elevated client satisfaction from 84% to 97%, while reducing completion time by 30%.
Achieved a 100% stakeholder satisfaction rating through collaborative alignment.
Reflection:
Leadership is about creating collaboration under pressure and from discomfort, and creating clarity for both users and teams.
Crafting Ecosystem Cohesion Across Product Silos
Disconnected digital tools across client and advisor experiences created a fragmented journey, clients and advisors lacked continuity.
As the ecosystem designer, I consulted with enterprise architects, product managers, and business process leads. I synthesized siloed systems into a unified ecosystem vision.
Impact:
Created a cross-functional ecosystem map enabling continuity.
Facilitated strategic alignment on shared platforms and tools, enhancing both employee experience and system scalability.
Learnings: Leading at this level means seeing the system, not just the touch-points. Cohesion becomes possible when people understand the system as one.
