Program Design and Development Consulting

NeighborWorks America — Customer Journey Mapping Technical Assistance Program: Customer Journey Maps tell the story of accessing your service from your customer’s point of view, defines what successful experience looks like as well as “pain points” along the way, and reveals “blind spots” in your operations. In this participatory and highly interactive technical assistance project, participants received individualized and timely technical assistance in creating client avatars and developing customer journey maps, leading to more responsive program design and greater client success.

Quaboag Valley CDC – Financial Fitness Club: Residents of western Massachusetts are known for their small-town spirit and can-do attitude, and the communities of Ware and Palmer are no exception.  But living in a small town provides challenges to transportation, education, and business capitalization that differ from their big-city neighbors.  Club members attend monthly financial education classes and save in 1:1 matched savings accounts for education, a car, renting an apartment, or equipping a small business.  With a 100% completion rate, participants exemplify the ethos of Western Massachusetts.

NeighborWorks America – Financial Capability Learning Lab: Financial capability service providers are always running, working hard to enhance their clients’ financial security.  Sometimes this keeps them from reflecting on current systems and holds them back them from doing their best work.  Two NeighborWorks organizations worked with me to “get unstuck” in their customer engagement and client flow.  In biweekly coaching sessions they uncovered their strengths and saw potential where it might have been overlooked.  With renewed focus and energy, they are bringing their services to the next level.