What I've done

American Express Next Generation Customer Service

American Express was looking to shape a vision of how technology could used to create a better and more personal customer service through new ways of thinking and connecting.

I lead a small IBM design team to research the art of the possible and prepare for a workshop-lead collaboration week in American Express' headquarters in New York.

The workshop brought together senior stakeholders from American Express and subject matter experts from IBM's industry and consultancy departments.

The workshop made use of deBono methodologies to structure the conversation between the 30+ participants to get maximum insight and input and to help break out of conventional thinking with a lateral thinking approach.

The output was set of high-level customer experience journeys mapping Amex' internal processes and capabilities as well as an underlying technology map to identify what would need to change or put in place to deliver coherent high quality experiences across journeys.

A set of animations was produced to distil the complex journey maps into assests easier to communicate and share with a wider internal audience.

Low resolution Sample Customer Journeys

Sample Customer Journey Sample Customer Journey

What I've also done


Experience Design Group, EMEA

Established the Salesforce Experience Design Group in EMEA with 4 regional teams (London, Berlin, Paris, Amsterdam).

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B2B/B2E Social Business

Led a category-defining program from initial vision and concepts through to delivery.

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Experience Design Advisory

Provided Experience Design coaching, org design and support to help Unilever establish their own design team.

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Small Business Ecosystem Vision

Shaped a vision of how ING can help small business owners beyond financial products. Included a prototype app for testing.

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America Express

Next-generation Customer Service

Prepared and facilitated a workshop program aimed at producing a high-level future vision for next generation customer services.

More on Amex customer service
Shop Direct Group

Helpful Personalisation

Led the user experience team and co-facilitated workshops to define a near-future vision on the topic of "Helpful Personalisation" for Shop Direct Group.

More on personalisation at SDG