• gretchen kish

      

     

    experience strategy leader

     

  • hey-oh

     

    i am an experience strategist, service and product design lead.

     

    i inspire teams to push designs further through a holistic well-defined process. innovation is driven by deep understanding of full customer context. I lead with empathy and strategy to bring humanity to new technology.

     

    ultimately, well-designed products + services show tremendous respect and create great outcomes for the humans who use them.

  • get visual!

    bring ideas into the real world for testing

    visualizations are an important human centered design communication tool. knowledge share, inspire empathy for customers, enable holistic strategies, and build stakeholder alignment and feedback across functions.

  • co create and collaborate

    ideas become more powerful when built upon by others

    empathy mapping activity

    methodologies

    systems thinking

    ecosystem mapping

    experience lab

    breakdown to breakthrough

    journey builder

    gamification

    direct observation

    extreme user research

    business model canvas

    design sprint

    hero's journey

    5 e's

     

    super powers

    systems thinking

    storytelling

    data viz
    frameworks
    truth telling
    (research + insights)
    prototyping
    ideation
    user flows
    collaboration
    cross functional alignment
    insight to action
  • recent work

  • biometric authentication

    implementation at speed and scale

     

    face

    voice

    behavioral

    biometric technology

     

     

     

    a large financial institution was rolling out new authentication technology. by using a fin tech vendor with an aggressive testing schedule we were able to move from POC to launch in only 9 months for 70 million customers.

     

     

    bridgecrest medical

    created experience lab process to test and iterate customer introduction in the future state

     

    this required a lot of change management both internally and externally. stakeholder alignment and communication required precision. deep understanding of adoption hurdles and customer context was key. extreme user research was helpful to the team as we tested and iterated.

     

    experience lab is still in use at the FI today on new technology implementations

     

    outcome: adoption rates beat expectations and have resulted in reduced customer friction and increased loyalty among mobile banking customers. this in turn drives significant cost savings as call center calls are reduced.

  • cloud-based saas in hyper-growth

    change management

    customer first framework

    all planning for all people is a bold goal. this connected planning company is looking to propel itself to high growth. to get there, they have adopted a customer-centric mindset from the ceo to all employees across the organization. with a robust calculation engine and multi-dimensional planning capabilities, this is a complex product and is dependent upon a partner ecosystem. because change management is often required for customers during implementation and adoption, there is a laser-focus on continuous improvement of customer outcomes.

    • empathy training for all employees
    • agile implementation methodology for customers
    • customer journey mapping and touchpoint experience design
    • onboarding process redesign
    • ecosystem mapping, for customers, partners and employees
    • customer research and interview program launch for deep understanding of customers
    • introduced persona-based service blueprints to understand process architecture and enablement
    • xlab methodology for gtm tech product teams
    • stakeholder mapping and alignment for gtm scale and speed
    • data hub and customer data change management design and strategy
    • cultural development and values
    impact: ipo october 2018, >40% growth rate YoY, 7% increase in csat

     

     

     

     

     

  • iot, wearables, service design

    preventing accidents before they occur.

     

    fatigue management solutions

     

     

     

    a gold mine in Argentina found 60% of accidents were caused by worker fatigue. the open pit site is located at 15,000 ft elevation: a low oxygen, high altitude environment that affects worker health, safety, and productivity.

     

     

     

    bridgecrest medical

    research to close the empathy gap

     

    we learned about mining operations and culture to design and implement a new system for fatigue management, using real-time health data.

     

    we designed a choreographed alert system that was empathetic to workers and effective for medical staff and management, service design and IOT brought together to increase safety.

    health advisories 

    via wearable and smart phone alerts

     

     

    miner sleep metrics and heart rate are now tracked with wearables. smart watch, mobile, and dashboard alerts are automatically triggered if worker fatigue thresholds are reached, before a shift begins and as shifts continue.

     

    workers, supervisors, and medical staff are alerted. workers are given the opportunity to sleep or assigned less dangerous tasks.

     

    workers become partners in health + safety

     

     

    we recommended a mobile data tracker for miners to monitor and manage their own health data in real-time on their smartphones. miners are provided training in healthy habits and sleep, enabling a healthy habit partnership with their employer.

     

    bridgecrest medical

    san franccisco

    acquired by ability wearables

    june 2017

     

     

  • the future of philanthropy

    social platform start-up leads the drive

    to a more compassionate world

    dual landing page

    from the earliest concept to latest landing page design. language, tone, photopgraphy, logo and branding., iconography, ux, ui.

     

    the promise of the site is connected giving. donors can connect to their values and longterm goals, donation history and join a platform for positive change; fundraises can develop long term relationships, promote expertise and impact, and communicate directly to interested donors, and shift thier focus from fundraising to measurable impact.

    early sitemap and problem statements

    how might we lead the drive to a more compassionate world?

     

    how might we enhance communication between donors and non profits, especially around impact?

     

    how might we leverage donor and non profit networks to increase reach and positive change?

     

    how might we make it easier for donors to be strategic and mindful about giving?

    mobile 

    bridging the empathy gap between donors and non profits. our research showed people really want to see who the non profit partners were, to decide whether to join Sumbon.

    tablet donor landing page w/scroll

    custom icons, bright colorful branding. value propositions for donors.

  • the future of philanthropy

    social platform start-up leads the drive

    to a more compassionate world

    dual landing page

    from the earliest concept to latest landing page design. language, tone, photopgraphy, logo and branding., iconography, ux, ui.

     

    the promise of the site is connected giving. donors can connect to their values and longterm goals, donation history and join a platform for positive change; fundraises can develop long term relationships, promote expertise and impact, and communicate directly to interested donors, and shift thier focus from fundraising to measurable impact.

    early sitemap and problem statements

    how might we lead the drive to a more compassionate world?

     

    how might we enhance communication between donors and non profits, especially around impact?

     

    how might we leverage donor and non profit networks to increase reach and positive change?

     

    how might we make it easier for donors to be strategic and mindful about giving?

    mobile 

    bridging the empathy gap between donors and non profits. our research showed people really want to see who the non profit partners were, to decide whether to join Sumbon.

    tablet donor landing page w/scroll

    custom icons, bright colorful branding. value propositions for donors.

  • e-book search

    ux for a.i.

    wireframes

    stealth ai project, smart website for an online library of digital content, show c-level executives what is available and provide visual of books, ability to create custom book lists, personal library, wish lists, save for later, history, favorite books, authors, subjects.

    exploring classifications

    key features: infinite scroll, single call to action, search by title, author, subject, isbn. conversational tone, browsing feature, sliding tools follow browse, binary fiction/nonfiction multiple categories, preferences, history, and exclusions to aid search optimization.

     

    affordances and

    information architecture

    translucent book information window animates over homepage on book click, book details, another click takes you to ebook or synopsis, sliding toolbar stays with you to jump to search, settings, or book lists.

    removing distractions, 

    clear call to action

    cover art remains as you read details and synopsis of books for constant visual reference. call to action is clear, and draws attention.

  •  

     

    personal emergency responders

    promoting health, safety, and well-being

    for a new audience

     

    stigmatized brand

    invented in the 70s, personal emergency responders are essential products that save dozens of lives every day. they are widely recommended by doctors and medical staff. research shows they are very effective if used.

     

    our research showed widespread adoption has been prevented by the stigmata of old age, weakness, and vulnerability, associated with the devices

     

     

     

     

    clean fresh update

    pers are undergoing rapid product capability expansion with wearable technology and widespread adoption of mobile.

     

    a brand update needed to expand awareness and improve appeal to a much wider audience.

     

    a social network was designed to connect with caregivers, friends, family, and medical staff.

    new user groups 

    we reframed the product as a personal emergency alert system, for younger, more active users, and updated the product and apps with a fresh modern look.in the process transforming the perception pers are only for the aged. this brings empathy and safety to users, expands product market, and potentially saves more lives.

     

    mobile app, website redesign, social network, product development vision

     

  • cure for technology overload

    and urban stress

    adventure society

    "if you think adventure is dangerous,

    try routine; it's lethal"

    paulo coelho

     

    research shows people want a greater connection to nature, the larger world, and each other. if you redesign your life, might it include more exploring, more play, more adventure? less screen time?

    go ahead, live a little.

    or live a lot.

    play, adventure. find meaning and fulfilment.

    keep adventuring.

    gain the perspective you seek.

    design the life you want.

     

    global service jam sf 2015

  • thanks for stopping by

  • you're awesome

    let's keep in touch