Broken websites? Confused customers and staff? Communications that just don't connect? I've solved these types of business problems for a wide range of large and small companies and non-profits for over twenty years.
We’ve all felt the frustration of having to deal with online tools that seem to treat users more like machines than as people. Digital communications and services are easier than ever to create—especially with the latest AI tools—but that ease often comes at the cost of inconsistencies between your in-person and digital brands, which can erode trust. I use proven user-centered techniques to help you bridge the gap and make your online experiences much more human-friendly.
Have you ever heard feedback that your customers are having a hard time filling out your online signup and checkout forms, or that they just can’t figure out what they’re supposed to do next? It happens—processes have a stubborn tendency to grow overly complicated over time as businesses grow. I can help uncover where things get confusing, why it happens, and make the experience smoother and more trustworthy for the people who rely on your products and services.
Sometimes, even the best and most clearly designed systems require training so that users are able to get the most efficiency and productivity from them. Learning by trial and error is simply not an option in critical applications where mistakes not only cost time and money, but can even lead to legal and regulatory penalties. I create tools and resources that help staff and partners learn new systems, follow new processes, and understand complex information with greater ease.
When the goal is to design trustworthy digital products, there is no substitute for working from a deep and informed understanding of your users and customers so that you are able to meet them where they are. I can help—send me a quick message and let’s come up with a plan together!
