Experience Strategy

Experience Strategy Template Library

I served as senior UX architect for workplace mobility in enterprise, collaborating with global technologists, architects and developers within the HPE and Microsoft partnership programme “Cloud, Productivity & Mobility”. I established and operationally managed a distributed UX department supporting the app factory model, spanning offshore teams across Northern Africa, India and South Asia. I evangelised user-centred design across governance, architecture and business teams and created a library of UX materials and templates to enable use-case-centred design practices.

Experience Science and Research

I am leading the strategy for the Workplace Experience programme, supporting deployment of an Experience Management framework including XMO structure, XLAs, satisfaction survey processes and continuous improvement mechanisms. The programme operates under a Unified Experience Data Management strategy that integrates subjective (X Data), operational (O Data) and technological (T Data) experience sources.
Sources of data are consolidated into an abstracted ‘meta model’, with a consolidated data model utilising AI tools for NLP, NLU and sentiment analysis. ML features are used to recursively analyse user behavioural patterns across user segments within the ECB. User segments and operational units are monitored for experience underperformance or technology degradation, which is then addressed in real time through advanced service automation or retrospectively through XMO governance.

Systems Thinking

Elements of Workplace Experience

The workplaces of contemporary globalised economies share values and cultural norms with the societies they source their workforce from. Understanding how the microcosm of the workplace is represented, within the mental model of the citizens of those societies, influences the balance between positive or negative outcomes a service can have for end users.

The definition of one, or multiple, mental models within a workforce, acts as a fundamental driver for beneficial experiences. This practice influences adoption rates and learning curves, by constructing a reflection of how elements such as roles, technology, business assets and information relate to each other. A mental model provides a powerful resource which can be used as a reference structure in the shared mind of the workforce.

Systems Thinking

Adoption Strategy

Driving adoption is synonymous with managing and controlling change. In my career as a leader of technology experiences for the Workplace, I have discovered that understanding how communities, distinct groups and individuals adopt or reject change is key to achieving success for my customers.

Systems Thinking

Copilot Experience Analysis

I am leading experience design for DXC in our productisation of Microsoft Copilot for M365. This work is being conducted in collaboration with Microsoft and the DXC M365 practice.