HOW I WORK
DIRECT
One process. Three ways in.
Every engagement runs on DIRECT, a six-phase service design process. A few working sessions and a six-month build use the same phases. What changes is where you come in and how deep each phase goes.
Two things never change. Nothing gets built before we know what’s actually in the way, and nothing ends without a way to know it’s still working.
Service Mapping
Diagnose and Initiate Phases
In a few structured sessions, I work with your team to map the challenge end to end, what your customers experience, what happens behind the scenes to deliver it, and where the business is losing ground.
Service Design
Refine, Execute and Complete Phases
Together, we design and build what needs to change and customize the training so your team can run it. They keep improving it for the business and your customers, and get more room to do their best work.
Ongoing Support
Track Phase
Accountability gets built into the training for the team, having an outside player helps it stick faster. I stay with your team until the change sticks, adjusting it as feedback comes in from the team, the business and your customers.
DIAGNOSE: See the whole picture.
We map the challenge end to end. What customers experience, what the team does behind it, the decisions, tools and handoffs that connect the two, and where it breaks down. A stalled sale, a slow approval and a growth plateau can all trace back to the same place. What looks like a people problem is usually a design problem.
You leave with a map of the challenge as it really is and what’s most in the way.
INITIATE: Agree on where it’s going and what done looks like.
Before anything gets built, the investment, timeline, owners and gaps go on the table. A named goal, a done condition everyone can point to, and ownership made explicit. Most projects that fail don’t fail in execution. They fail here, when everyone assumed they were aligned and nobody checked.
You leave with a plan, a done condition and named owners.
REFINE: Design and build the change, with the team.
The right people come into the room. Working with your team we build the processes, tools, customer touch points and decision rules in structured working sessions, and we pressure-test them against real conditions before anyone relies on them. Every session ends with a decision or a defined next step.
You leave with a working solution the team built and can run without anyone explaining it.
EXECUTE: Put it to work and measure what matters.
The change goes live, with measures tied to what Diagnose found, not to whatever was tracked before. Most organizations have goals. Fewer have a clear line between the goal and what someone does differently on a Tuesday morning. This builds that line.
You leave with live measures and a check-in rhythm the team owns.
COMPLETE: Close it cleanly.
A formal review against the done condition agreed at the start. What moved, what the team now owns and what comes next get stated plainly. A 60-day check-in is booked before anyone leaves the room.
You leave with a closed engagement, not a handoff and a hope.
TRACK: The growth alarm.
Everything built gets wired into a forward-looking monitor that tracks momentum and flags drift early, so the team adjusts instead of rebuilding. It’s the proof the work held, and it’s what I stand behind.
You leave with an early warning system, and support to adjust it as the team, the business and your customers change.
WHO THIS IS FOR
Brand teams, agencies and growing businesses whose work has outgrown the way it’s organized. The common thread isn’t industry or size.
It’s that something capable is stuck,
and the people inside it are too close to see why.