Heatherlee Nguyen

Heatherlee Nguyen

Heatherlee is an independent consultant working at the intersection of UX + Service Design in the Twin Cities. Currently she’s leading a multi-year enterprise project for the call center at a large financial institution bringing the voice of the users (call center agents) front and center for the first time. Using various methods of research and participatory design she’s creating more space for empathy as the team reimagines the anatomy of a call, the process flow and the software products that power the service agent experience. Heatherlee has led similar workshops for high profile projects at UnitedHealth Group, Optum, Mayo Clinic and various Creative Group clients.


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