creating a shared understanding

Bringing crossfunctional teammates together through workshops, collaborative design methods and diagramming to align on feature and product goals.

Customer data processes

Diagramming based on interviews and discussions with stakeholders and technology teammates. Visual representation of data along multi channel touch points in a person's journey from prospect to loyal customer.

This diagram was used initial product team and stakeholder alignment.

Validated and deepened understanding with Build Your Own Database Card Sorting.

Empathy mapping

Planned and facilitated of an”Hour of Empathy” with the product team to listening to customer service call recordings. From these calls the team observed and noted the how retail customers experience their personal identifiable data.

Goals: Understand how designs of back end databases, APIs and services impact customers’ service and experiences. Identify customer pinpoints for to inform database architeure improvements.

build your own database/card sort

Planned and facilitated sessions with product teams and enterprise users to get their input on data points to inform database architecture and customer data management interface designs.

Goals: Identify how internal customer data users would relate the various types and customer data and what type of customer data is required for users’ task. This helped the product team understand how to manage customer data in compliance with GDPR, CCPA, and the orgs internal data polices,