Connect Xpressions
A Vision for Amplified Customer Voices
“Connect Xpressions was our blueprint for transforming scattered, incomplete feedback into a unified, predictive, and actionable system that amplifies every customer voice.”
Year
2025
Services
UX Strategy & Visioning, Service Design Mapping, Stakeholder Workshops & Facilitation, Narrative Storytelling & Vision Prototyping, Cross-Functional Alignment
Context
Our existing feedback system worked, but only partially. Signals from support tickets, reviews, social media, and communities were captured unevenly — some were over-represented, while others were missed entirely. Customers often felt their input went into a void, and internally, teams struggled to connect dots across products.
Challenge
We needed more than incremental fixes. The opportunity was to move from fragmented, reactive capture → to a predictive, holistic platform that made every voice count.
Approach
I led a visioning process that worked backwards from a defined “North Star” presentation:
Workshops & Co-Creation → aligned product, engineering, and support around shared principles, personas, and critical user journeys.
Research & Synthesis → competitor scans, market trends, persona validation.
Narrative Prototypes → created future-state stories that illustrated how the platform could transform customer engagement.
Solution
We needed more than incremental fixes. The opportunity was to move from fragmented, reactive capture → to a predictive, holistic platform that made every voice count.
