As Managing Partner of MarketspaceNext—a digital strategy and innovation firm spun out of Monitor Deloitte—I partnered with clients to accelerate growth by integrating insights from customer experience, emerging technologies, and business strategy. Our work was guided by the principle that customer experience is the next frontier of competitive advantage.
Projects included reinventing the digital strategy for a PE-backed luxury jewelry brand; leading an innovation engagement for a top-3 retail investment firm to revolutionize financial search; and developing a patient experience strategy for a global pharmaceutical company to support women navigating menopause treatment—an emotionally complex process shaped by medical advice, online research, and personal influence.
I developed a CX Diagnostic to optimize the customer experience within and across touchpoints. The resulting insights drove increased engagement, loyalty, revenue growth—and competitive advantage.
For a PE-backed luxury jewelry brand—I transformed the e-commerce and merchandising strategy, replatformed the online presence, and built both an in-house team and a scalable design system—reducing costs, accelerating improvements, and driving a 200% revenue increase in 18 months.
redesigned product detail page
Redesigned and replatformed the site to improve performance and streamline updates. Optimized the merchandising strategy for conversion with lifestyle photography featuring models wearing the jewelry—and built seamless access to online stylists to boost confidence at the point of purchase.
new brand story page
Made Ippolita—the designer behind the brand—a visible part of the digital experience, inviting customers into her life and offering a more intimate way to connect with the brand.
For a top-3 retail investment firm—I led an innovation engagement to revolutionize financial search—using ideation workshops and iterative research. This project was part of a multi-stage engagement which resulted in growth, cost savings, increased customer satisfaction and faster innovation.
home page concept testing
Led user research to evaluate homepage concepts, identifying 'Money Coach' as the preferred metaphor—and uncovered users' desire for personalized guidance and reassurance that others face similar complex and stressful financial decisions.
customer journey storyboards
Developed storyboards of the customer journey, mapping the digital experience from awareness to post-purchase. Paired with a detailed design brief, these tools aligned the team, connected strategy to implementation, and balanced user needs with business goals.
For a leading global healthcare company—I led the design and usability testing of a sales dashboard to support product launches and lifecycle management, including a menopause treatment. The resulting tool pulled real-time data, reducing meeting prep time, and strengthening the quality of conversations with physicians.
reality for pharma sales reps
prototype of sales dashboard
Led an iterative design process, including usability testing of paper and interactive prototypes. The resulting dashboard helped reps track performance, personalize outreach, and facilitate conversations with physicians across therapeutic areas.