Services

A staggering number of customer-facing projects — from web re-designs to new product launches — fail outright. And even more are launched just to be re-done because what goes live simply isn't fit for purpose.

Chances are you've experienced projects like this in your career. You know the stress, not to mention the wasted time, energy and money is enormous. It's a nightmare for everyone concerned. If you want to get it right first time I can help.

If you have a project going off the rails, or are starting an initiative where failure simply isn't an option I can guide you to success. Over the last twenty years I've seen just about everything that can go wrong and what it takes to get it right: the right people, following the right process, with clear goals, roles and priorities.

If you know that you have a customer-related problem — they are dissatisfied, switching to competitors, or spending less — or you know there is an opportunity to grow your business — by making your products or services easier or more enjoyable to discover, buy and use — but you aren't sure of the most efficient and effective way to approach these challenges and opportunities I can help.

I've worked with leading brands in luxury, healthcare and travel on exactly this sort of project, written about how to do this extensively, and my presentation on the topic has been the top rated session at conferences around the world. You are in safe hands.

If your digital channels are underperforming, you are dissatisfied with their user experience, or every project feels like pulling teeth, design leadership may be the missing piece of the puzzle.

I've been hired by clients to manage their agency partners, set the strategic direction for digital channels, and to provide design leadership on large scale web re-design projects.

I've also sat in the lead design chair on projects that have delivered a 10:1 return on investment, have made over a billion dollars online in a year, have doubled the online turnover of the business and won awards for their user experience. If those sort of results sound appealing, please get in touch.

Nobody can predict the future, and nobody can guarantee a new product or service will be a smash hit. Even the very best have hits and misses. But, there are definitely things that will guarantee failure, and there are definitely processes and principles that increase your odds of success.

The challenge is it's easy to fall in love with your vision, and easy to get lost in a thousand details at the expense of the bigger picture. It's very hard to read the label from inside the bottle.

If you'd like the peace of mind that comes with knowing you've given your new initiative the best chance of success, to uncover potential blindspots, and to launch with calculated risk rather than on a wing and a prayer, I can help.

I have twenty years of intellectual property — including models and frameworks like The Grid — for assessing the viability of new product or service propositions. I also researched the exact process of creating new products and services used by the world's most successful start up founders and entrepreneurs for my third book, Mastering Uncertainty. Clients have hired me in the past to help stress-test and refine their new value propositions and I can do the same for you.

If you have an idea, proposal or presentation that really needs to land with prospective clients, stakeholders or investors, and you can't see the wood for the trees I can help. I have a decade of experience as a professional writer and keynote speaker. I know how to communicate complex ideas in a powerful, accessible and engaging manner.

Clients have hired me to collaborate with them on white papers and thought leadership pieces. They've also hired me to co-author internal and external pitch decks to prospective customers, c-suite leaders and investors that have secured millions in funding and orders.