Services

I map the complete experience your patients or customers have with your organization, identifying where things work well and where friction exists. Using qualitative research methods like interviews, observation, and process analysis, I help you see your services through the eyes of the people you serve.​

​

Ideal for:

• Medical practices wanting to improve patient retention

• Small businesses trying to understand where customers drop off

• Nonprofits seeking to enhance community engagement

What you get:

• Visual journey maps showing every step of the patient/customer experience

• Identification of pain points and opportunities for improvement

• Prioritized recommendations for immediate and long-term action

Great experiences require operational excellence. I conduct root-cause analysis to understand why processes break down, where inefficiencies exist, and how workflow issues impact patient or customer satisfaction.​

​

Ideal for:

• Practices with booking, scheduling, or communication challenges

• Businesses experiencing operational bottlenecks

• Organizations where staff and leadership feel overwhelmed by inefficient workflows

What you get:

• Analysis of current operations and workflows

• Root-cause identification of recurring problems

• Practical recommendations and implementation roadmaps

From website setup to booking systems to patient communications, I help you establish the foundational tools and processes that make experiences seamless.

​

Ideal for:

• Startup or independent practices building infrastructure from scratch

• Organizations needing to optimize existing communications channels

• Teams wanting to improve patient/customer touchpoints (emails, calls, scheduling)

What you get:

• Evaluation of current communications and systems

• Recommendations for tools, workflows, and improvements

• Implementation support tailored to your budget and capacity

Not every project fits a standard model. I offer custom research and discovery to answer your specific questions: Why aren't patients coming back? What do customers value most? Where should we focus our limited resources?​

​

Ideal for:

• Organizations facing complex, undefined challenges

• Teams needing data to support strategic decisions

• Leaders who want to understand the "why" before investing in solutions

What you get:

• Custom research design (interviews, surveys, observation, competitive analysis)

• Analysis and synthesis of findings

• Actionable insights and strategic recommendations​