Research-Backed Service Maps
Service blueprints and primary research revealing how systems actually work.
Research & Analysis
Service systems break in the gaps between what people need and what the system delivers. My research maps those gaps through interviews, observation, and systems analysis - revealing the policies and decisions that shape experience, not just the surface problems.
Future of Luxury Retail: Current-State Blueprint
Trend Forecast & Service Designer · Mar–May 2026
A five-phase service blueprint mapping how luxury flagship stores deliver Gen Z experiences. Built from five in-depth customer interviews, the blueprint reveals the gap between intentional brand strategy (exclusivity positioning) and service failures (gatekeeping behavior) - showing that the system isn't broken, it's designed exactly as intended.
The real opportunity: keep the exclusivity while eliminating the exclusionary practices through staff training, transparent communication, and formal recovery processes.
Zelle Security Strategy - SCAD × Wells Fargo
Service & CX Designer · Mar–May 2024
Wells Fargo needed to understand where Zelle's security experience was breaking down for customers. I assisted with the interviews and surveys, then built the customer journey map the strategy was based on.
The finding: 30% of surveyed customers had experienced a security issue. That number, and the journey map behind it, went into an executive whitepaper with a costed business case - not a classroom deliverable, a document built to move a real decision.
