Collaborating closely with a prominent rental car agency, undertook comprehensive ethnographic research, orchestrated user interviews, and meticulously designed surveys. The primary objective was to gain deep insights into the intricate dynamics between the employee experience and its impact on the customer experience. The ensuing recommendations encompassed a holistic approach, incorporating physical, digital, and hybrid solutions, all aimed at enhancing operational efficiency and elevating overall customer satisfaction.

As part of this project, generative AI was leveraged as a storytelling companion to a Service Blueprint, helping to communicate the proposed future state to executive level stakeholders outside the context of the dense blueprint artifact. The proposed solution was adopted and presented by the CTO at their All-Leadership Offsite meeting before being put into production soon after.