Product Experience Strategy
Developed cross-organizational review process based on the nine universal experiences
In my role at Merative, I identified a critical need for an end-to-end (e2e) experience review model to not only enhance client experiences but also pinpoint opportunities for cross-team collaboration. Within a 10-week timeframe I worked to develop a comprehensive map detailing all client touchpoints. I hosted workshops to identify areas for improvement, prioritize opportunities, and implement solutions.
This project bridged the gap between our teams and provided awareness of each others work. We revealed pain points, and initiated targeted interventions such as new event designs, custom contact pages, support link enhancements, and an Account-Based Marketing (ABM) campaign strategy.
Highlights:
Created e2e experience review model
Led cross-team collaboration
Hosted workshops online and in Dublin
Developed clear action items
Worked across marketing, product, and sales leaders
Outcome: Improved event signage and branding
Outcome: Updates to wayfinding in digital experience
Outcome: New client email cadence
