Service & Experience Design

Aligning your product, teams, and operations across the full journey — because a good experience on screen still falls apart if the organisation behind it isn't aligned.

• 🗺️ End‑to‑end journey mapping - Identifying friction, drop-off points, and operational gaps across the entire user experience.
• 🏗️ Service blueprints and operating models - Clarifying how internal teams, systems, and workflows support what customers see.
• 🔄 Cross‑channel experience design - Ensuring consistency across product, support, marketing, and delivery touchpoints.
• 🧭 Product and platform strategy alignment - Connecting roadmap decisions to long-term business and technical goals.
• 🧱 Information architecture, wireframes, and prototypes - Testing structure and flow before investing heavily in build.
• 🔬 User research and testing programs - Grounding decisions in evidence, not assumptions.

Outcome: Clearer ownership, less friction, and services that hold up as they grow.

Past Projects: Equal Entry, medi.me & Weight Watchers

Accessibility & Inclusive Design

Embedding accessibility into how your organisation builds and evolves products — because it's not a feature, it's how you build things.

• 📊 Around the world - 1 in 4 adults in the U.S. ^↗ and Europe ^↗ have a disability. 16% of people in Asia and the Pacific. ^↗ 27% of Canadians ^↗ aged 15 and above. These are already your users, your players, your customers — designing for them makes the experience better for everyone
• ♿ WCAG audits and remediation plans - Prioritizing accessibility improvements based impact, not just compliance.
• 🧩 Inclusive design systems - Building accessible foundations into product infrastructure so decisions made once multiply across every screen.
• 🎓 Accessibility governance and enablement - Accountability models and training so accessibility stays embedded over time, not just during a project.
• 👩‍🦽 User testing with people with disabilities - Validating real-world usability beyond checklists.
• 🏢 Organizational accessibility assessments - Evaluating maturity and defining a realistic path forward.

Outcome: Accessibility that supports your users, your growth, and your team's confidence — without having to start from scratch every time.

Past Projects: Square Enix & Square Enix Hub

Playtesting Accessibility Review

There's a big difference between checking a game against a guidelines list and watching someone with a disability actually try to play it. This service does the second thing.

• 🎮 Structured playtesting sessions - Remote, on players' own devices, in their real gaming environments.
• 👥 Diverse player cohort recruitment, including players with disabilities.
• ⏺️ Session recordings with voice, screen, and touch interaction captured.
• ⭐ Accessibility friction report with severity ratings and gameplay context.
• 📋 Prioritized recommendations mapped to your development stage.
• 🗒️ Synthesis notes and highlight clips — ready to share with your team.
• 💭 Optional: follow-up validation round after fixes are implemented.

Outcome: Barriers caught before launch. Player evidence — real clips, real feedback — to make the case for fixes. Games that actually work for the players who are often left out.

Design Systems & Governance

Accessibility decisions made in a design system get multiplied across every screen, every flow, and every update. Getting them right early saves a lot of fixing later.

• 🧰 Design systems and component libraries - Reducing inconsistency and accelerating delivery with accessible foundations built in from the start.
• 🖱️ Interface and interaction design - Improving usability while strengthening brand clarity.
• 🤝 Cross-team collaboration models - Aligning design and development across distributed teams.
• 🗒️ Accessibility annotation standards for handoff - So engineers know exactly what's expected.
• ♿ Audit of existing component library against WCAG 2.2 AA.

Outcome: Accessibility decisions made once multiply across the whole product. New components are accessible by default. Faster iteration, stronger coherence, and a shared foundation that scales.

Platform Strategy & Delivery

Strengthening the structural foundation of your digital services so they hold up as complexity increases.

• 🏗️ Accessible front-end architecture strategy - Ensuring resilience across devices and assistive technologies.
• ⚡ Usability optimization tied to KPIs - Improving task completion, engagement, and retention.
• 📱 Responsive, multi‑device experiences - Ensuring everything works well on phones, tablets, and computers.
• 🤝 Implementation oversight and developer collaboration - Bridging strategy and build to reduce delivery gaps.

Outcome: Platforms that stay coherent, accessible, and resilient as they grow — without accumulating technical or accessibility debt.

Past Projects: Shoogies NYC

Ongoing Support

Most of the best work happens after the first project ends. I stay involved — at whatever pace makes sense for your team.

• 👀 Regular check-in sessions - Frequency matched to your team's pace.
• 👨🏽‍🔬 Retest support as fixes are implemented.
• 💬 Advice on accessibility questions as your product evolves.
• 🧠 Training refreshers when teams grow or change.
• 🤝 A standing relationship, not a series of cold starts.

Outcome: Progress keeps moving after the initial engagement ends. Your team has someone to call when an accessibility question comes up — without having to re-brief a new consultant every time.