Nick B. Email & Phone Number

Guiding our Government Clients through our Design Intelligence framework, incorporating Human-Centered Design methods to solve end to end organization and experience challenges. Leading and facilitating discovery sessions that uncover customer pain points and identify enterprise level opportunities. Advocating the voice of the customer, ensuring their needs are considered and met with our novel solutions! #punklife design.disrupt.repeat.

Michigan, United States

Dealing in nostalgia-based collectibles of the 80's and 90'sSeeking opportunities to apply Human-Centered Design in atypical spaces►Developing behavioral based products & services for day traders to gain a mental edge and improve outcomes►Consulting web3 projects on CX

Farmington Hills, Michigan, United States

Responsible for infusing Human-Centered Design into the org. in a scalable and measurable way, and consulting top priority projects to deliver outcomes►Developed strategic possibilities to scale Design Thinking within the organization as a core competency and competitive differentiator►Co-led intensive efforts to understand shifts in Team Member and Customer needs and adapt to better serve them amid major disruptions related to the pandemic►Developed and delivered Design Thinking training curriculum for Talent Development►Mentored Leadership Development program participants and consulted their projects

Farmington Hills, Michigan, United States

Formed and led the company's first dedicated Innovation function►Developed and launched the company's most profitable service, adding millions in top-line growth, and serving thousands of new customers►Led cross-functional Service Design activities including physical-to-digital onboarding Service Blueprint and Credit Union empathy journey►Applied Lean Innovation and Rapid Prototyping w/ high-profile partners in Consumer Finance, Fin-Tech, Public Institutions, and Non-Profits►Informed idea management, scaling frameworks, and innovation opportunity evaluation►Taught an inexperienced, scrappy team how to get intimate with problems and develop solutions iteratively

Farmington Hills, Michigan, United States

Responsible for internal Application Support and enhancements for Customer facing support teams►Ran in-depth Customer Experience research campaigns with 100+ team members to inform software and process enhancements►"Humanized Helpdesk" - Overhauled internal Application Support experience resulting in reduced waste, smaller backlog, faster response times, increased CSAT, and more engagement with self-help resources. ►Paired with Talent Development to create user-focused training content and educational resources for software deployments►Developed an extremely close-knit, high performing team of future rockstar contributors, allowing their talents to surface and shine

Farmington Hills, Michigan, United States

Facilitated cross-functional discovery workshops to uncover needs and opportunities within employee and customer experiences, operations processes►Consulted and delivered work on the highest priority operational and partner projects, shipping service enhancements which would impact thousands of people and secure millions in grant funding►Emerged as a Design Thinking leader for the organization, consulting and facilitating workshops on hundreds of projects across all departments►Led needs discovery, design research, and rollout of an all-new online customer portal experience►Aided IT team in transition to Agile Scrum environment and infusing User-Centered Design methods into IT teams

Farmington Hills, Michigan, United States

►Worked directly with business stakeholders to understand technology needs, current states, and gather requirements for enhancements►Designed system and service enhancements to improve employee and customer experience

Farmington Hills, Michigan, United States

►Guided thousands of clients through challenging and emergent financial needs during the Great Financial Crisis►Ascended to top performer, team mentor and highly valued SME aiding in development of service and software design