Alignment. Clarity. Focus.

This is how strategy wins the battle against mediocre customer experiences.

About Me

I’ve been working in digital for nearly 2 decades, and have lead multiple strategy and development teams in planning, designing and building hundreds of digital experiences

Each of these projects have added to my deep expertise in digital strategy, innovation and user experience and have provided me with the skills and knowledge to consistently drive digital engagement, increase online conversions, and build brand advocacy for some of the world’s largest companies.

I deeply value honesty, creativity, collaboration and pragmatism and love tackling a big, juicy challenge, especially if it will makes life better for someone.

What I Do

My focus is on end-to-end customer experience design. The discovery services I offer are designed to create understanding, alignment and validation among business stakeholders and those supporting them. The strategy and experience design services are focused on generating improved usability and increased customer engagement, conversions and brand affinity. The bulk of my experience is in digital, but most of these services can be applied to make any customer experience better.

Research & Insights

Discovery Workshop Facilitation
Stakeholder Interviews
Customer/User Research
Journey Mapping/Service Blueprinting
Customer Persona Development
Usability Evaluations
Competitive Analysis
Content Analysis

Vision & Strategy

Goals, Objectives & KPIs Development
Future State Workshop Facilitation
Content Strategy
User Scenarios/Stories Development
Prioritization & Roadmapping
Resource Planning

Digital Experience

Information Architecture Development & Testing
User Flow Diagrams
Experience Mapping
User Experience Wireframe Development
User Testing & Optimization
Content Development

Digital Program/Project Oversight

Project Discovery
Project/Program Strategy Development
RFP Development
RFP Response Evaluation
Digital Agency Vetting
Digital Resource Planning

Agency-Specific Services

RFP Response Support
Sales Process Improvement
Client Onboarding Experience Improvement
Discovery/Strategy Process Improvement

Music Playlist Curation

Okay… Okay… I just wanted a sixth thing to balance out this section. However, I do makes some pretty amazing indie music playlists. Check out my latest on Spotify

Companies I’ve Worked With

Bravo_TV

united-healthcare-stacked

waltdisneycompany

Los Angeles Tourism & Convention Board

Let’s Connect

If terms like design thinking, the future of work, service experience design, jobs to be done, design sprints and behavioral economics get you all geeked up, we should definitely hang out. If you want to learn more about how to apply these and other tools for your business, let’s talk.

My LinkedIn Profile

@michael_k_brown