Case Studies

Hope Network

  • My team and I partnered with Hope Network to design an innovative service that the organization could offer to employers in order to effectively support and accommodate neurodiverse employees. This initiative aims to create a more inclusive work environment that recognizes and values the unique skills and perspectives of individuals with diverse neurological conditions.

  • The neurodiverse population continues to remain a largely untapped talent pool that offers unique skills and perspectives. Currently, unemployment rates within this community run between 20% and 30%, which is eight times higher than the rate for individuals who do not have a disability. Even when they are employed, many highly capable neurodiverse individuals find themselves underemployed, often working in jobs that do not fully utilize their skills and potential.

  • My team and I are responsible for creating a comprehensive framework or model specifically designed for neuro-inclusive work environments. Our focus will be on crafting an employer-based offering that facilitates the effective development and implementation of neuro-inclusive work environments, ensuring that all employees feel valued and supported in their roles.

  • We hope to create a comprehensive program that effectively enables and positions neurodiversity as a valuable competitive advantage. This program aims to empower employees to help neurodivergent individuals thrive in their roles and contribute meaningfully to the organization. Additionally, it seeks to enable employers to grasp the nuances of neurodiversity, fostering an environment where they can understand, support, and actively champion the unique strengths and perspectives of neurodiverse employees in the workplace. Ultimately, this initiative will assist employers in building more inclusive environments that celebrate neurodiversity as a core element of their organizational culture.

  • Neurodiversity refers to the different ways people think and process information, especially those who do so atypically. To support these individuals, we must create an inclusive environment for everyone.

Preventative Partners

  • It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more.

  • It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more.

  • It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more.

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VXI - Meta

  • As an Agile facilitator working for VXI, a company contracted with Meta, I was responsible for implementing organization and structure to improve the programs efficiency and quality. My approach was to use the Lean-Agile methodology to identify and limit waste within the project. This case study details the challenges faced, the solutions implemented, and the results achieved during this project.

  • The team was experiencing inefficiencies in Idea management within Jira. As a result, process for updating Issues in the programs BSL: Idea Management Board in Jira was not being consistently followed. And when followed, updates were difficult to find.

  • With these challenges in mind, we identified four opportunities of improvement. Firstly we restructured task to remove redundancy, duplicate work and therefore increasing accuracy. Secondly we increased work visibility by requiring updates to be displayed at the first level, This increased stakeholder transparency. Thirdly we enabled JIT by only addressing work that was prioritized. This was addressed implementing WIP point estimation.

  • Making these changes streamlined processes by 77%. This change increased quality as task switching was eliminated and therefore flow increased. Additionally the focus was directed on high value work prioritized by the impact on the program’s ROI.

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VXI - Roku

  • As a scrum facilitator working for VXI, a company contracted with Roku, I was responsible for implementing organization and structure to improve the customer support team's efficiency and satisfaction. My approach was to use the Agile Scrum framework to break down projects into milestones and tasks, and to train team members on best practices to optimize their work processes. This case study details the challenges faced, the solutions implemented, and the results achieved during this project.

  • The customer support team at Roku was facing several key issues that were impacting customer satisfaction and agent efficiency. One major challenge was an identified UX feature that was causing increased agent handle time and decreased customer satisfaction. Additionally, ticket escalations made up 5% of contact types, and agent TTR (time to resolution) was high, resulting in reduced customer satisfaction and increased costs for the company.

  • To address these challenges, I implemented several solutions while working for VXI. Firstly, I analyzed customer data and identified the UX feature causing the issues. I then recommended improvements to the feature, resulting in a 20% decrease in agent handle time and customer dissatisfaction. Next, I implemented process recommendations on ticket escalations and provided revamped training to agents, resulting in a 3% reduction in escalations. Lastly, I increased agent TTR from 7 to 2 days, improving customer satisfaction and saving Roku $288,000 quarterly.

    To ensure these solutions were implemented effectively, I followed the Agile Scrum framework and used Asana to break down project milestones and tasks. This improved project and team organization, and I also provided training to team members to ensure proper use and adoption. These efforts increased project velocity, resulting in successful project outcomes and increased team motivation and efficiency by 73%.

  • The results of these efforts were significant for Roku, with customer satisfaction improving, agent efficiency increasing, and cost savings realized. The UX feature improvements resulted in a 20% decrease in handle time and customer dissatisfaction, while the reduction in ticket escalations and agent TTR saved the company $288,000 quarterly. In addition, the project and team organization improvements resulted in increased team motivation and efficiency by 73%.

    Overall, the implementation of Agile Scrum and Asana, combined with process improvements and training, had a significant positive impact on the customer support team at Roku. As a project manager contracted with VXI, I was able to address key challenges, improve customer satisfaction, reduce costs, and increase efficiency and motivation within the customer support team.

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Hatchery

  • I was contracted by Hatchery, a software development startup company, to improve their business functions. The cross-functional team was working off Waterfall and wanted to transition to Agile, as this method is proven more effective in software development.

  • One of the biggest projects involved creating a clinical trial training platform, so ensuring stakeholder transparency was a high priority. We needed to create product and sprint backlogs, host daily standups, and perform sprint retrospectives. To make matters more challenging, the team was new to Agile and needed guidance on how to successfully implement the methodology.

  • To address these challenges, I led the company's transition to Agile methodologies, specifically SCRUM, to improve project flows and increase cross-functional team performance. I provided guidance on how to implement the methodology, created and managed backlogs, conducted daily standups and sprint retrospectives, and used Jira to track project progress and measure team performance.

  • My coaching resulted in several positive outcomes, including improved project flows, increased collaboration and communication between teams, and improved project outcomes. These results, in turn, resulted in increased stakeholder satisfaction. Furthermore, I helped the team identify inefficiencies in the user data file management system and provided recommendations on how to implement various Excel functions such as VLOOKUP, conditional formatting, and data validation to improve the accuracy and efficiency of data processing. This reduced task time by 24 hours, resulting in improved data quality and faster data processing times.

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