I am a freelance Creative Director and Digital Product Strategist working at the intersection of operations, business offering and customer experience.
Design Research
Audience immersion, prototyping & actionable synthesis.
Product Strategy
Evaluation, analysis, requirements & prioritization.
Experience Design
Customer journey, content strategy & service innovation.
Creative Direction
Design leadership, consultation, equilibrium & mentoring.
Case Studies
FedEx Express
Designing mobile tools for a global workforce
Working directly with the FedEx product ownership and development teams, I led the experience design effort to create the next generation of mobile software tools for FedEx couriers and station agents.
After several years of research, design, prototyping, development and refinement, this software has successfully launched and will serve over 85,000 employees worldwide by the end of 2020.
Nike Pacer Portal
A centralized system designed to empower the Nike Running promotional team and streamline their operations.
National Geographic
A new marketplace for mission-driven destinations connecting travelers to unique, curated experiences.
Pinehurst Golf Resort
The cradle of American golf leverages its heritage story to publish evocative content in a robust web experience.
Looking for more work samples?
I have plenty of work to share. Contact me for more samples of service innovation and customer experience design.
Let’s work together
Hire me to help you…
- uncover what is most important.
- find answers to hard questions
(or define what questions must be asked). - evolve in the face of change.
- prioritize the best ways forward.
- deliver value to your audience.
I partner with individuals, organizations and small businesses to deliver value to the people they serve. Together, we work to understand the true need, explore options and bring the best solution to life.
erin@erinblackkurtz.com