Work

Case studies

Three projects across customer experience, service delivery and complex information systems. All cases are anonymized; visuals are simplified illustrations, not internal material.

Case 01 · 2022 – 2025

Building & Scaling a Customer Journey Practice

From isolated customer feedback to a repeatable improvement system.

From isolated customer feedback to a repeatable improvement system — one Customer Journey workshop that grew into a structured approach used across regions and services to surface pain points, define owned actions and drive continuous improvement.

Service DesignCustomer ExperienceFacilitationTransformation

Request
Validate
Approve
Fulfil
Close
Feedback

Case 02 · 2024

From Fragmented Requests to Digital Service Workflows

Transforming operational services into structured digital workflows.

Transforming operational services into structured digital workflows — converting complex service requests into standardized workflows on an enterprise service-management platform through stakeholder alignment, process design, UAT and rollout support.

Business AnalysisService TransformationUATProcess Design

Knowledge hub

AI assistant
By dimensions
By region
Drawings
Legacy view

Case 03 · 2026

From Fragmented Standards to an AI-Ready Knowledge Hub

Making enterprise knowledge easier to find, understand and reuse.

Making enterprise knowledge easier to find, understand and reuse — a research-driven redesign of 30–40 standards pages into a scalable information architecture for both people and future AI-assisted access.

Information ArchitectureProduct ThinkingKnowledge ExperienceAI Enablement