gretchen kish













  • hey-oh


    i am an experience research, strategy, and design expert. i lead teams to breakthrough innovation.


    i solve for complexity, and help organizations build simplicity as a capability. I have been at the forefront of innovation for 15 years, working on software, medical, and iot product design and service delivery.


    well-designed products + services show tremendous respect, and create great outcomes, for the humans who use them.


    my mission is to design the future. contextual inquiry, deep customer understanding and radical collaboration deliver transformative experiences with demonstrable business results.

  • co-create and collaborate

    ideas become more powerful when built upon by others



    experience lab

    empathy maps

    mental models

    systems thinking

    ecosystem mapping

    journey builder

    direct observation

    extreme user research

    business model canvas

    design sprints


    super powers


    design research
    user flows
    user stories
    cross-functional alignment
    workshop design + facilitation
    actionable insights
    service design
  • cloud-based saas

    innovation and transformation

    customer first transformation

    this connected planning company was looking to propel itself to high growth targets. in order to achieve this, a customer-centric mindset is the first goal for employees across the globe. 10 steps to creating a customer first DNA blog post.


    with a robust calculation engine and multi-dimensional planning capabilities this is complex platform and some degree of change management is required to implement and adopt the platform.


    continuous improvement and innovation

    this can be challenging for customers, requiring is a laser-focus on continuous improvement of customer outcomes. deep customer listening drives the insights for improvements in service delivery and innovation. launched customer research and insights program. launched customer experience center.


    cultural development + values

    • work life balance study and implementation
    • corporate social responsibility program implemented
    • company values redefined and implemented
    • remote worker guide
    • persona-based service blueprints for delivery ecosystem
    • xlab methodology for innovation
    • workshop design and facilitation training course
    • extraordinary presenter training course
    • empathy training for all employees
    • customer journey mapping and touchpoint experience design
    • ecosystem mapping, for customers, partners and employees
    • stakeholder mapping and alignment for scale and speed
    • customer CoE research discovery and transformation design
    experience strategy principal
    ipo 2018
  • biometric authentication

    innovation at speed and scale







    biometric technology





    a large financial institution was rolling out new authentication technology. by using a fin tech vendor with an aggressive testing schedule we were able to move from PoC to launch in only 9 months for 70 million customers.



    bridgecrest medical

    designing the future state ecosystem


    implementation required change management both internally and externally. stakeholder alignment and communication required precision. deep understanding of adoption hurdles and customer context was key. extreme user research and direct observation was helpful to the team as we tested and iterated.


    experience lab future state design


    outcome: adoption rates beat expectations and resulted in reduced customer friction and increased loyalty among mobile banking customers. this in turn droves significant cost savings as call center use was reduced.


    service design lead

    large FI

    san francisco, ca

  • future state xlab methodology

    what is the future experience lab methodology?

    this multi-step process enables all stakeholders to envision the target state ecosystem to effectively plan, design, validate and implement great experience outcomes. designing into the future.


    product-driven companies sometimes struggle with experience design innovation. internal resources may focus on delivering products, while experience and service design, far less tangible, are not intentionally designed.

    to help teams navigate to the future state before the technology and capabilites arrive, there was a need to create a framework for envisioning the future and meet users evolving future expectations, i designed and implemented the future state experience lab methodology to improve outcomes with 4 key elements.

    a compelling story for change

    where are is the friction

    technology innovation brings with it change management and new experiences to design. xlab starts with a compelling story for change: a new product implementation, a necessity for behavior change, friction for customers or employees, an organizational challenge, a reason to operate differently in the future.


    step 1: bring teams together and share the story.

    peer to peer support

    cross functional alignment

    change is hard for organizations and customers. create a framework within the organization for cross-functional peer to peer support to manage through the process. use stakeholder mapping, set clear expectations, create shared goals, expected outcomes.co-design and set realistic milestones and timeline.


    step 2: create a framework for the project.

    future state

    direct observation workshops

    hold a series of workshops. cross functional teams explore the functionality in a myriad of contexts. create imagined future journeys validated by product and delivery teams. run journeys through happy and dark paths with functions. through direct observation and extreme user research expose gaps. iterate.


    step 3: predict user confusion and frustration to pre-solve prior to launch by testing.

    co design

    pain relievers and gain accelerators

    once you understand future pain points, co-design solutions. work with content teams test instructions, messaging, and to take your customers on a seamless journey from initial trial to habituation. hold a workshop with messaging in place to make sure users are able find help in real time, rather than simply front-loaded.


    step 4: pain relievers and gain accelerators to refine. test and iterate for a seamless experience.

  • iot, wearables, service design

    preventing accidents before they occur for the mining industry.



    fatigue management solutions




    a gold mine in argentina found 60% of accidents were caused by worker fatigue. the open pit site is located at 15,000 ft elevation: a low oxygen, high altitude environment that affects worker health, safety, and productivity.




    bridgecrest medical

    research to close the empathy gap


    we learned about mining operations and culture to design and implement a new system for fatigue management, using real-time health data.


    we designed a choreographed alert system that was empathetic to workers and effective for medical staff and management, service design and IoT brought together to increase safety.

    health advisories 

    via wearable and smart phone alerts



    miner sleep metrics and heart rate are now tracked with wearables. smart watch, mobile, and dashboard alerts are automatically triggered if worker fatigue thresholds are reached, before a shift begins and as shifts continue.


    workers, supervisors, and medical staff are alerted. workers are given the opportunity to sleep or assigned less dangerous tasks.


    workers become partners in health + safety



    we recommended a mobile data tracker for miners to monitor and manage their own health data in real-time on their smartphones. miners are provided training in healthy habits and sleep, enabling a healthy habit partnership with their employer.


    lead product designer

    bridgecrest medical

    san franccisco

    acquired by ability wearables

    june 2017



  • e-boo​k search

    ux for a.i.

    contract assignment


    stealth ai project, smart website for an online library of digital content, show c-level executives what is available and provide visual of books, ability to create custom book lists, personal library, wish lists, save for later, history, favorite books, authors, subjects.

    exploring classifications

    key features: infinite scroll, single call to action, search by title, author, subject, isbn. conversational tone, browsing feature, sliding tools follow browse, binary fiction/nonfiction multiple categories, preferences, history, and exclusions to aid search optimization.


    affordances and

    information architecture

    translucent book information window animates over homepage on book click, book details, another click takes you to ebook or synopsis, sliding toolbar stays with you to jump to search, settings, or book lists.

    removing distractions,

    clear call to action

    cover art remains as you read details and synopsis of books for constant visual reference. call to action is clear, and draws attention.

  • let's keep in touch