A selection of services I have audited end to end, finding the behavioral gap first, then designing the intervention that actually closes it.
A chronic care program with thousands of clients kept losing people and it looked random from the inside. I ran the research, found six mindsets driving the drop offs and gave the team a way to spot trouble early instead of reacting to it.
Onboarding was tuned for volume and it showed. Doctors and coaches were drowning in people who were never going to stick. I rebuilt the intake around readiness instead of willingness to pay and the post payment mess mostly cleared up.
The care teams had a summary panel and they ignored it completely, keeping a hidden spreadsheet of their own instead. I figured out why and rebuilt the whole information architecture so it finally reached the numbers that matter.
Before this I was doing research in a lot of homes and a lot of client projects. In home visits to watch how people really use things, hundreds of sources pulled together into something a team could use and recommendations that actually shipped. There is a Project Excellence Award and a couple of CSAT awards in there too.
That older work lives on Behance ↗