Hello, I’m Lauren.
An Experience Researcher, Designer, and Strategist
A naturally curious person, I live for new experiences and thrive on discovery and human engagement. A holistic problem solver, I bridge the gap between stakeholder and user needs to elevate customer experience. Uncovering insights and translating them into purposeful, human-centered solutions is where I shine.
Areas of Expertise
My work in customer experience strategy, service design, and user experience, combined with a background in visual design and marketing, has made me a holistic problem solver and an expert project facilitator. I use these complementary areas of expertise as lenses to inform my work, and tap into my visual design and marketing skills to create high quality deliverables.
My body of work spans a variety of project types, from user research, content strategy and UX/UI, to customer journey mapping and customer experience strategy. I bring hands-on experience from the problem identification and alignment stage, through research, synthesis, strategy, testing and iteration, to final design and delivery. I thrive on engaging with people to understand and solve problems, and this broad skill set enables me to bridge the gap between stakeholders and users, while attending to broader customer experience needs.
Featured Projects
Mapping a Complex B2B Customer Experience: A Non-linear Journey
This extensive end-to-end customer journey mapping initiative was the first of it’s kind conducted for the client. The goal of the project was to align teams across silos with a shared understanding of the customer journey, and was part of a company-wide effort to effectively scale up services, streamline back of house processes, and improve customer and employee experience.
As the point person, I was involved from project planning through research and synthesis, content generation, and the visual design of the deliverables package.
The insights, opportunities, recommendations and action items generated as part of this work set priorities for future research, kick-started CX Strategy projects, and informed roadmap development, future planning and strategy.
Role
CX Strategist / Visual Designer
Responsibilities
Research planning and design, employee and customer-facing qualitative research, service flow mapping, data analysis and synthesis, content generation and visual design for journey maps and deliverable packages, and socialization of insights and recommendations.
Timeline
February 2022 - April 2024
Examining Customer Acquisition: Aligning Teams through Clarity
This client’s knowledge of their acquisition funnel was outdated, and no service blueprint or in-depth journey map existed. The project goals were to provide a current understanding of the customer acquisition journey and back of house work streams, and deliver recommendations for improvement with clear action items.
As Lead Customer Experience Strategist, I handled the day-to-day project coordination, and was involved from project planning through research and synthesis, content generation, and the visual design of deliverable packages.
By mapping the acquisition process, our team identified four key opportunity themes to increase operational efficiency, enhance the customer experience, and boost conversion rates. This research fostered cross-functional alignment, steered the client toward evidence-based decisions for their annual roadmap, and drove the advancement of their acquisition methods.
Role
CX Strategist / Visual Designer
Responsibilities
Research planning and design, existing research audit, qualitative research, service and process mapping, data analysis and synthesis, content generation and visual design for journey maps and deliverable packages, and socialization of insights and recommendations.
Timeline
November 2023 - March 2024
Evolving Professional Identity: A Rebrand and Website Redesign
This professional identity rebrand and website redesign evolved the client’s brand to accurately reflect her status as a mature, respected Information Architect. The redesigned website embodies the new brand, consolidates her content into a central location, and showcases her areas of practice clearly and concisely.
As the Visual Designer on a 3-person remote project team I worked closely with the client, Project Manager/Content Strategist/Information Architect, and a Developer. I conducted brand and user research, provided input on UX, designed the new branding and UI, and worked closely with the developer during implementation on QA/QC to ensure visual consistency and brand adherence across the website.
This rebrand helped position the client for future progress in her career by making her accomplishments and content more accessible, increasing her website’s traffic and merchandise sales, and providing a funnel to revenue via packaged content.
Role
Visual Designer (Branding & UI) and UX (collaborated with an IA/Content Strategist)
Responsibilities
Brand and website audit, business and user research, SWOT and competitive analyses, rebrand concept and visual design, wireframing and UI design for desktop and mobile, hi-fidelity mockups, prototyping and QA/QC.
Timeline
May - September 2020
Designing an Online Micro-course: Ritual as a Path to Learning
This social benefit company turned EdTech startup needed a scalable way to teach parents their proprietary method of coaching preschool-age children. The client’s goal was to create an online micro-course for their hands-on method, but a major blocker was the difficult nature of learning the observationally-driven, empathy-based, and situationally dependent technique.
As a researcher and UX/UI designer on a 4-person team, I conducted foundational research to understand the method, business and user needs, blockers to learning and what set quick learners apart. I was heavily involved with content strategy and information architecture, wireframing and the design of a mid-fidelity prototype and high-fidelity mockups.
The research, prototype, and mockups we developed were presented at HubWeek 2019 by the company founder. Our team’s work served as a catalyst for fundraising efforts and laid the foundation for future development and implementation efforts.
Role
Researcher and UX/UI Designer
Responsibilities
Business and qualitative user research, data analysis and synthesis, content strategy, ideation, wireframing and usability testing, UI for mid-fi prototype and hi-fi mockups.
Timeline
September 2019
I’m a researcher, designer, and strategist who bridges the gap between stakeholders & users to elevate customer experience.
My work sits at the intersection of user needs and business strategy. I’m passionate about connecting with people, understanding their challenges, and turning those insights into impactful, human-centered solutions that drive business success. I’m committed to using my design skills as a catalyst for positive change—creating experiences that empower users and elevate businesses.