Senior Experience Designer specializing in Service Design & Experience Strategy.

I connect customer and employee insight, business priorities, operations, and technology turning fragmented experiences into connected systems that scale.

See my work

I help organizations fix broken systems and build the connected capabilities that deliver superior experiences.

  • Reveal: Nexus Persona Ecosystem

    Turn research into shared understanding.

    I built and activated an enterprise ecosystem of 30+ validated personas, supported by AI-enabled research workflows, training, activation tools, and a maturity framework that embeds insight into everyday decision-making.

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  • Translate: Enterprise Journey Management

    Create a shared view of the end-to-end experience.

    I established and lead the organization’s foundational Journey Management capability, connecting customer journeys, associate service blueprints, and scalable governance to uncover systemic gaps and inform experience strategy.

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  • Transform: Legacy System Modernization

    Design across people, processes, and technology.

    I led a major enterprise modernization initiative consolidating multiple legacy systems and 40+ fragmented workflows into a single future-state concept, aligning leadership on a multi-million-dollar investment strategy.

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  • Enable: Executive Visioning & Alignment

    Turn complexity into shared direction.

    I designed and facilitated a high-stakes executive alignment workshop across brands and business functions, breaking more than a decade of stalled progress to align leaders on a shared Electronic Shelf Label pilot direction.

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  • "Sarah is a strong strategic thinker with an impressive ability to see the bigger picture and how it relates to each part of her work."

    —Jenn G., Director of Enterprise Research & Design

  • "Sarah is able to navigate around blockers and take the lead to continuously push projects forward. She has a trained skill set for identifying gaps and seamlessly bridging them.”

    —Alex R., Experience Designer

  • "Her ability to stay calm and lift others’ spirits keeps fun in focus, even during stressful moments fostering a supportive and lighthearted environment that helps everyone feel motivated and connected despite challenges.”

    —Maddy L., Experience Designer

  • "Even with a strong plan, Sarah knows things won't always go the way you expect, and she is able to re-plan to achieve the desired outcome."

    —Colton D., Senior Experience Designer

I design the systems that enable superior experiences.

I leverage 10+ years experience across business and design to push my work beyond individual touch points. I combine Service Design, systems thinking, journey strategy, research, facilitation, business acumen, organizational enablement, and AI-enabled methods to connect customer and employee insights with the operations, technology, and business realities behind the experience.

My goal is not simply to deliver a great design, but to help organizations understand, deliver, and scale elevated experiences.

  • I leverage Service Design and systems thinking to make complex customer, employee, operational, and technology ecosystems visible to reveal experience gaps, dependencies, and opportunities to activate meaningful change.

    Core Capabilities

    • Customer & stakeholder research

    • Journey Management

    • Customer journey mapping

    • Service blueprinting

    • Persona development

    • Ecosystem & touchpoint analysis

    • Contextual inquiry

    • Experience gap identification

  • I translate research and systems-level insight into future-state direction, priorities, and strategic narratives that help teams and leaders make clearer experience decisions.

    Core Capabilities

    • Strategic problem framing

    • Experience Strategy

    • Opportunity synthesis

    • Future-state visioning

    • Prioritization frameworks

    • Metrics & success criteria

    • Executive storytelling

    • Cross-functional alignment

  • My UX background gives me the fluency to move between the system and the touchpoint—translating service-level insight into workflows, interactions, and prototypes that can be tested against real user needs and operational constraints.

    Core Capabilities

    • Workflow & interaction design

    • Information architecture

    • User flows

    • Prototyping

    • Usability testing & validation

    • Accessibility & inclusive design

    • Co-creation

    • UX & workflow analysis

  • I build the governance, activation models, training, and reusable methods that help organizations turn human-centered insight into consistent ways of working and scale those practices beyond individual projects.

    Core Capabilities

    • Workshop design & facilitation

    • Experience governance

    • Activation strategy

    • Capability building

    • Training & enablement

    • Maturity models

    • Measurement & performance tracking

    • Cross-team ways of working

    • AI-enabled workflows

    • Executive facilitation

  • I coach designers and cross-functional partners to think strategically, work systemically, and increase their influence while strengthening the practices and culture that enable high-quality human-centered work.

    Core Capabilities

    • Mentoring & coaching

    • Career development

    • Critique & knowledge sharing

    • Inclusive team culture

    • Executive communication

    • Cross-functional influence

Superior experiences start with better systems.

If you're working on a complex service, experience transformation, or enterprise capability, I'd love to connect!