Customer Experience Researcher, Strategist & Design Lead

My Strengths

Research

I use qualitative research to help my clients better understand their customers — not just what they do, but why ; uncovering insights about customer values, motivations and priorities. Some of the methods I apply to research are: contextual inquiry, observation, intercepts, competitive analysis, heuristic evaluation, usability testing, cognitive walkthrough, ethnography, stakeholder and expert interviewing, personas, empathy maps. View my work.

Strategy

I help my clients set their vision for a customer experience designed to deliver business results, then create a roadmap for how to achieve that vision. Tools and methods I use: touchpoint mapping & strategy, customer journey mapping, service blueprinting, facilitation, participatory design, storyboarding, roadmapping, measurement & metrics strategy. View my work.

Design Leadership

I lead design teams to create digital products that meet user needs and achieve business goals. I take a goal-driven and scenario-based approach to design, encouraging my design team to always stay focused on the user. Techniques I have expertise in: digital channel definition & planning, user flows, DoGo mapping, information architecture, content strategy, prototyping, wire framing and interaction design for responsive website and mobile apps.

From people I've worked with

“Lissa is that extremely rare professional who can articulate tangible business outcomes, identify customers’ needs, translate customers’ wants, think strategically within constraints, and lead diverse teams to actually get useful stuff done.”

Heather Tyler

Heather Tyler, former manager

“I never felt like my ideas were excluded when she lead a project. I learned so much…like how to think like a strategist, how to facilitate workshops, and how to work with clients to figure out what’s best for both user and business.” (full recommendation on my LinkedIn profile.)

Auldyn Matthews

Auldyn Matthews, former co-worker

“If you’re NOT interested in understanding your clients—and your own design process—in more meaningful ways, stay clear of Lissa. She’s too good at uncovering transformative insights in both of those critical areas.” (full recommendation on my LinkedIn profile).

Michael Robinson

Michael Robinson, former co-worker

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