HOW I CAN HELP

Strategic and hands-on expertise to help organisations turn vision into outcomes.

Experience Strategy

I define experience strategies that align real human needs with business priorities — unlocking clear opportunities for growth and impact.
Through my work, I distil complex research into actionable insights and shape customer experience frameworks that align stakeholders and teams.
Along the way, I combine human rigour with AI-enabled acceleration to move from ambiguity to clarity faster, without compromising depth — so teams can make confident, future-focused decisions.

Outcomes:

Improve customer and employee experiences in ways that strengthen relationships, engagement, and long-term value.
Remove friction across services and journeys to deliver clearer, more connected experiences that drive growth.

Service and Product Design

With a focus on designing services and products that are purposeful, usable and scalable, I connect big-picture vision with practical delivery. Whether creating new offerings or reimagining what exists, I use creative problem solving, systems thinking, and storytelling to shape experience maps, blueprints, and actionable roadmaps that move ideas into action. Prototyping is also core to my approach: using hands-on design and AI-enabled tools, I explore, iterate, and refine concepts efficiently — making strategies execution-ready, accelerating learning, and reducing risk.

Outcomes:

Deliver simplified and differentiated services and products that meet customer needs
Improve service performance through efficiency, process refinement, and stronger operational management.
Boost speed and confidence in delivery

Design Leadership

When stakes are high and teams are stuck, rapid senior firepower and neutral influence can cut through the noise and get work moving. I lead with clarity, empathy, and a bias for action. Whether building capability, setting design vision, or stepping in as a high-impact individual contributor, I bring structure quickly, raise delivery quality, and foster collaboration across functions. My strength as an external partner is being able to influence with neutrality, provide fresh perspective, and accelerate momentum without heavy onboarding.

Outcomes:

Fast ramp-up with minimal onboarding
Alignment across leaders, teams, and delivery streams
Higher quality outcomes without the cost of added headcount
Elevating design’s role and maturity as a strategic asset

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Multi-disciplinary toolkit

I work fluidly across design, strategy, and product — bringing the right tools to the challenge at hand.
Whether shaping strategy or delivering in the detail, I combine systems thinking with deep craft to move from ambiguity to clarity, and from vision to action.
This model shows how I typically work: grounded in evidence, shaped by imagination, and focused on outcomes that last.

“Mona is possibly one of the most delightful hires I’ve made in my career. Her toolkit is deep so she can tackle any strategic issue - thoughtfully, thoroughly - and within a team, she makes strategy fun as she elevates everyone thinking”

— Laurie Dillon Schalk, Strategy Director @ FCB

Hire me.