Norfolk Southern, one of the nation's premier transportation companies, wanted to redefine their business and strategy for the next 3 years. With antiquated technology, cumbersome processes, and services that were not centered around the user, there was an opportunity to make positive change. With a deep focus in research and discovery, I spearheaded several activities in identifying 15 different unique opportunities that created trust through visibility, made informed decisions by simplifying tasks, and repurposed time by being proactive. This led to several conceptual projects form and develop to help their customers and employees through service design.
Confidential: Due to the nature of this project, I cannot share more work examples online. Please reach out and I can walk you through the work. Thank you for understanding.
"The work done here really redefined our whole business strategy as a shipping company. The conceptual designs realigned our vision in keeping up with technology, and putting the customer first while supporting our employees."
- Stakeholder
