Project Artifacts
Development & Creation Worksheet
Service Flow Diagram
Roll-Out Planning Sheet
CX Lead · Launch by NTT Data · 2019
Led the CX design strategy for the DuPont Tech Lounge — a reimagined in-person IT service experience deployed at DuPont's Wilmington campus. Grounded in employee research across multiple job families, the program delivered a walk-up service model that replaced traditional ticketing with human-centered, face-to-face support.
“Just sitting with someone and talking, that one on one was a better experience.”
DuPont Employee Interview · NTT Data Research, 2019
Outcomes
The Tech Lounge opened at CRP 730, 3rd Floor with an operational service model, trained staff, ServiceNOW integration, and a full suite of walk-in support services from Day 1.
A complete, repeatable playbook — including the Floorplan Guide, Development Worksheet, and Evolution Matrix — enabling DuPont and NTT Data to replicate the model at any campus location.
Employee insights from across job families directly shaped the service model, space layout, staffing zones, and self-service materials — ensuring the experience reflected real employee needs.
Project Artifacts
Development & Creation Worksheet
Service Flow Diagram
Roll-Out Planning Sheet
Approach
Interviewed DuPont employees across Scientists, Engineers, Sales, and Research roles to surface service preferences, pain points, and behavioral patterns.
Mapped the full employee journey from Need through Follow-Up. Defined service zones (Greeter, 1:1 Support, Wait & Break), staffing roles, and the process flow that guides every interaction.
Designed the physical layout for Wilmington CRP 730 — defining furniture needs, signage standards, column wraps, directional signs, and promotional materials aligned to DuPont brand guidelines.
Built the Day 1 → Day 30+ → Future State matrix across three components: Physical Space, IT Processes, and Customer-Facing Services.
Delivered the complete Tech Lounge Playbook, Floorplan & Signage Guide, and Development Worksheet — equipping DuPont and NTT Data with the tools to launch, scale, and continuously improve the service model.