Eight disciplines, one governing logic.
Every engagement draws from the same core methodology — sourced discovery, documented architecture, and governance rigorous enough to clear real risk sign-off. What changes engagement to engagement is which of these disciplines the client actually needs.
Experience Ecosystem Architecture
Mapping every surface a client operates — web, app, in-store, phone/IVR, AI assistants, third-party platforms — and identifying who owns each one, what governs it, and how mature that governance actually is. The output is one shared architecture with explicit, documented rules for where surfaces are allowed to diverge, rather than five teams quietly building five different versions of the same thing.
Product Design
Direct design execution when a team needs working screens, not just a framework: wireframes through high-fidelity prototypes, interaction and flow design, and design QA through build and launch. Grounded in the same ecosystem architecture and governance discipline as the rest of the practice, so hands-on execution stays consistent with the system it has to fit into.
Journey & Cross-Channel Service Blueprinting
Starting from a real, specific customer journey — not a generic flow — and mapping every touchpoint transition, every handoff between systems and people, and every failure path. This is where experience actually breaks: the moment a customer moves from one surface to another and the system doesn't carry the context with them.
Design Systems Governance
A proposal process, a review cadence, and a documented exception path — so a design system stays coherent without every decision routing through one person forever. Written at a level of rigor that can support real risk sign-off, not a values statement nobody references after month two.
Agentic Workflow Blueprinting
Mapping the decision boundaries and escalation triggers for AI-driven experiences — where a system should act autonomously, where it should hand a customer to a human, and what context needs to carry across that handoff. Includes calling the distinction plainly: deterministic automation is not the same thing as agentic reasoning, and conflating the two in your own documentation costs credibility later.
Vendor & Delivery Governance
Holding an implementation vendor accountable to a documented vision, over the full length of a build — not just at the kickoff. Every gap between what was designed and what shipped gets documented and tied back to the original objectives, not waved off as a feeling.
DesignOps at Scale
Rolling a governed system out across multiple teams — and, where relevant, a large physical or distributed footprint like retail stores or field service — without the whole thing depending on one person's availability. Adoption gets tracked, not just documented, and a named internal owner is identified before the engagement ends.
Fractional Digital Leadership
Executive-level digital strategy counsel on a monthly retainer, for organizations that need senior design and digital leadership without a full-time hire. The work spans four pillars: digital strategy, customer experience, data and AI tooling, and culture change. It draws on the seven disciplines above, applied continuously rather than scoped one project at a time.
'Fractional' isn't a freelancer, and isn't a consultant either.
A freelancer delivers a project and leaves. A consultant advises from outside the organization. A fractional leader works inside it, part-time, and stays accountable for the outcome — sitting in the planning meetings, owning decisions, and answering for how they play out.
Fractional makes sense when an organization needs senior digital leadership but not a full-time seat — or needs it now, before a full-time hire is justified. If there's budget and sustained need for a full-time leader, that's still usually the right call.
Account Management
Redesigning the surfaces customers use to manage an existing relationship — billing, plan changes, service history — at a scale where a single change touches hundreds of thousands of account holders.
Shopping Cart & Checkout
Originating and governing cart and checkout experiences from first concept through a live, multi-variant platform — where conversion, reliability, and vendor accountability all have to hold at once.
Remote-first, by design.
Every engagement runs distributed — client teams don't need to be in the same room, or the same time zone, for governance to hold. Discovery interviews recorded and transcribed, architecture mapped live on a shared canvas, vendor accountability documented asynchronously across time zones instead of waiting for a shared meeting slot.
Adapts to your tools, not the other way around.
Figma, FigJam, Confluence, Notion, Jira, Zeroheight — the practice works inside whatever a client already runs, rather than asking a team to adopt a new toolchain mid-engagement. Context, not control, extends to the tooling too.
Small & Local Business Services
Fixed-scope projects for businesses that need a specific fix, not a multi-month engagement — a broken quote form, a site that doesn't work on mobile, a full redesign. Every project gets a clear, flat quote before any work starts, not an open hourly clock.
Website UX Audit
A fast diagnostic: where your site is losing customers, ranked by impact. Credited toward a full redesign if you move forward within 30 days.
Quote / Booking Flow Fix
Redesign a broken lead-capture or booking flow — the form people start and abandon, the "request a quote" button nobody clicks.
Mobile Experience Fix
Fix a site that works on desktop but frustrates the majority of visitors on their phones.
Small Business Website Redesign
A focused, multi-page redesign — new structure, clear calls to action, mobile-first, typically 3–6 pages.
Monthly UX Retainer
Ongoing fixes, seasonal updates, and a monthly review of what's working.
Every project gets a flat, scoped quote up front — reach out for pricing based on what you actually need.
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