Hey, I’m Alexys.

A service designer and customer experience strategist who is passionate about making positive impact.

3 Work Samples

Here are examples of my professional work in the med-tech industry as a service designer.

Communicating product and service value

Project framing | Research Planning | Research Analysis | Persona Generation | Pain-point acquisition

Overview:

As the newly formed Service Experience team took shape, the goal was to clarify the pains and needs of our strategic customers, including C-suite executives and department heads. To bridge this gap, I initiated a research plan to use customer survey responses as a foundation for acquiring pain points and informing strategic personas.

Deliverables:

  • Research plan document for team alignment and execution.

  • AI enhanced customer survey analysis process.

  • 5 strategic personas focusing on pains, key interactions, and service needs.

  • 20 pains for the implementation phase of the customer journey.

Research Planning and Execution:

Creating a centralized document helped the team narrow the scope of the research and align on the methodology to execute. We established 2 questions that the research would answer;

  1. What are our strategic profiles current pains, needs, and expectations related to service?

  2. How and where do strategic profiles interact throughout a partnership or buying journey?

AI Enhanced Analysis

Executing the plan included a deep dive into customer survey responses to understand verbatim customer pains based on phases and profiles.

With the results of the customer survey analysis the team was able to plot the pains of current customers by phase and strategic profile type. This helped the organization understand what phases need intervention to improve services. The future value of exact pain point mapping is the ability to view the pains as actionable tasks and a unified backlog.

Persona Generation

I completed desk research to understand the day to day activities, service needs, and market impact on strategic roles. Building these new personas helped the design organization understand the current roles and service needs of our target customer.

Outcome:

This project improved the business’ understanding of strategic customers through the improved customer personas and comprehensive journey map. Executive leaders and stakeholders were able to align on future business strategies as a result.

Prioritizing customer touchpoints with leadership

Workshop planning | Workshop facilitation | Stakeholder alignment

Overview:

After a global recall of one of the Philips business units, I was tapped to plan and facilitate a workshop geared towards implementing end-to-end customer Net Promoter Score (NPS).

Workshop Planning:

Based on the businesses goals and needs I sought to curate workshop activities to prioritize customer journey touchpoints for NPS survey implementation.

Workshop Activities

  • Introduction and project background

  • Presentation to explain the importance of NPS and lay a foundation for discussion

  • Prioritization Activities to understand the needs of the business unit and customer experience leaders

  • Close session with a recap of learnings and next steps

Workshop Outcomes

  • Demonstrated the importance of tracking customer experience

  • Prioritization of the key moments to capture NPS in the current customer journey

  • Alignment on the use of established surveys and priorities for implementation

Improving the customer experience during upgrades

Overview:

Understanding the customer experience for a global business unit to improve trust by identifying key areas of intervention.

Workshop facilitation | Pain point prioritization | Prototyping

Preliminary Workshops & Prioritization

We met with over 10 subject matter experts to better understand the current state of the business unit and the customer experience. With each workshop, we asked participants to share insight into customer pains, current initiatives, and opportunity areas. After, we asked participants to prioritize the pains based on feasibility and impact to customer on a 2x2 matrix.

Prioritization allowed for the identification of feasible and impactful ways to positively affect the customer experience. Mapping the customer pains with a customer journey helped to show where impactful pains sit on the end-to-end journey.

Prototype Generation

Three storyboards were created to showcase 3 solutions throughout the upgrade process. Below is an example of the storyboard I generated to improve the workflow capture experience before the demo. To validate its effectiveness, I designed a discussion guide with in-depth questions about both the prototype and overall customer experience.

Deliverables:

  • 10 subject matter experts workshop and prioritization sessions.

  • 1 end-to-end customer journey map.

  • 3 storyboard prototypes for testing.

  • Recommendations for service improvements to business leaders