As Experience Lead for Ford.com in 2023, I led the creation of a service blueprint to reduce complexity, improve customer touchpoints, and drive operational efficiency. Our research revealed fragmented digital experiences, multiple logins across Ford sites which created friction in the ownership journey. I guided the team through blueprinting stages (Find, Gather, Define, Map, Refine), culminating in a customer workshop to validate and prioritize improvements. Next steps include stakeholder alignment and prototyping a unified digital experience.

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