Experience & Operations Consultant
About
My Background
I'm a researcher and consultant with a PhD in Mass Communication from Penn State University and over 13 years of experience uncovering what makes experiences work—or why they don't. My career has spanned academic research, teaching, and most recently, UX research in corporate settings where I led projects across ecommerce, customer experience, and employee-facing applications.
While I valued the insights work in UX, I wanted to make a broader, more tangible impact—especially for the types of organizations that inspired me most: small, independent practices and businesses that care deeply about the people they serve but don't always have the resources of larger competitors.
My own experiences as a patient—both the remarkably good and the frustratingly bad—showed me how much opportunity exists to improve healthcare journeys. I realized I could apply my research expertise to help small medical practices, nonprofits, and growing businesses build better patient and customer experiences while strengthening the operations behind them.
How I Work
I bring an investigative, pragmatic approach to consulting. Before recommending solutions, I dig deep to understand root causes: Where do patients or customers drop off? Why do processes break down? What's working well that we can build on?
My research background means I know how to uncover the "why" behind behaviors, using methods like journey mapping, interviews, surveys, and workflow analysis. But my focus is always practical: What will make the biggest difference? What can you actually implement? How do we prioritize and create a realistic roadmap?
I specialize in projects where experience and operations intersect—because you can't deliver great patient or customer experiences without the systems, communications, and workflows to support them. Whether it's optimizing your booking process, improving patient communications, or conducting root-cause analysis on operational challenges, I help you build sustainable improvements that fit your reality.
Who I Work With
I work specifically with small medical practices, businesses, and nonprofits in the Greater Boston area and remotely. These are organizations that:
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Value independence and want a consultant who respects their autonomy and vision
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Need strategic guidance but don't have budgets for large consulting firms
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Want practical, implementable solutions—not corporate playbooks that don't fit their reality
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Care deeply about the people they serve and want to create meaningful experiences
If you're a small practice or business looking to improve how you serve patients, customers, or communities, I'd love to explore how we can work together.
