The Joy of Experience

I led our experience design team in working with mazda to redefine their customer experience journey and experience principles to help achive their goal in being a best in class CX brand by 2030.

meeting customer needs…

Our first big step was understanding the “Jobs to be done” across the entire journey.

Then we developed the Mazda Cx Vision:

“Our Joy is to anticipate and craft thoughtfully unexpected experiences that move our guests.”

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  • Additionally, I led the team to deeper understanding & ideation around Mazda's core value of "Omotenashi"...Japanese Hospitality

Further innovation
for Mazda

AR EDU is a prototype we developed to replace the antiquated owners manual and make discovering features in the vehicle a better experience.

  • I oversaw the continued work we had for Mazda.com - from maintenance work to updating the navigation and vehicle landing pages.

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