Ford Experience Design
Senior Experience Design Strategist
Provide vision and strategy to design team on new customer experiences and touchpoints across the whole Ford brand.
YEAR
ROLE
TEAM
SKILLS
BRAND
2023 - Current
Experience Design Strategist
Ford Experience Design
Experience Design, Strategy, Marketing, Customer Care, Operations, Research
Ford Motor Company
Ford is one of the oldest names in the automotive industry. We're in the midst of the biggest change the automotive industry has ever seen. Just as cars changed the world over the last century, new technologies such as self-driving cars, electric powertrains, and connected vehicles will radically reshape how we live, work, and play in the next hundred years. Every day, Ford's vehicles, and services support millions of people around the world. We craft every touchpoint our customers encounter, designing people and society's needs into the heart of our next generation of out-of-vehicle products, services, and experiences.
Key Activities
Workshop Facilitation
End-to-End Journey Mapping
Stakeholder Management
Strategy Development
Storyboarding
Wireframing
Prototypes & Mock Ups
Systems We Work With
Brand - What does Ford and it's vehicles mean to customers?
Marketing - What messaging are customers receiving or experiencing already?
Accessories - What experiences can best showcase vehicle accessories / capabilities?
Merchandise - What business goals can be influenced by great experiences?
IT - What information can help improve our customer's experience?
CX - How does
Field Ops - What do dealerships need and how do they represent Ford?
Accomplishments
Led design strategy for innovative retail experiences at Ford Dealerships, aligning design initiatives with overarching strategic goals.
Collaborated with diverse stakeholders (Brand, Marketing, Accessories, Merchandise, IT, CX, Field Ops, etc.) to discern implications, devise trial strategies, and execute trials to enhance sales and customer loyalty.
Built and launched trial experiences in dealerships for live testing, created dealership playbooks, and led training for dealership staff.
Utilized insights and data to formulate recommendations that progress design development, improve complex operations, and begin defining product strategy.
Championed discussions with senior executives & stakeholders across the company to guide the team, overcome challenges, and drive meaningful progress in intricate projects.
Developed the inaugural customer journey map for new vehicle services, strategically designed to amplify awareness, facilitate trials, drive sales, and sustain customer retention throughout the product lifecycle.
Curious? Ask me about:
In dealership trials
Research & testing strategies