A brilliant solution to the wrong problem can be worse than no solution at all: solve the correct problem.
Don Norman
Strategic Charette
The work that builds an organization's permanent capacity to sustain the other two at scale.
Genworth | Building an Enterprise Research & Design Capability
Genworth needed more than individual research projects to re-enter the long-term care insurance market — it needed a permanent capacity to understand customers and act on that understanding at scale. Here's what that took to build.
Capabilities Built: Customer Intelligence, Behavioral Insights (Market Research, Behavioral Economics, Social Psychology), Human-Centered Design, Choice Architecture, User Experience Design, Service Design
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Genworth | Adaptive Coherence Operating Model
The research and design function needed to both inform the business and run the business — without either mandate crowding out the other. This is the dual-track operating model built to do both, and the practical expression of the same "adaptive coherence" construct examined in my doctoral research.
Capabilities Built: ResearchOps, DesignOps, Governance, Cross-Functional Alignment, Dual-Track Research Operating Model Design
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Genworth/ CareScout | Enterprise VOC Strategy
Customer signal existed, but had no structured way to reach the people who could act on it. An enterprise Voice of Customer strategy built that channel — connected to governance and insight-to-implementation workflows that route signal into funded action.
Capabilities Built: Enterprise VOC Strategy, CX Measurement Design, Governance, Change Management
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