I Design experiences people actually understand, adopt, and use.

When products, systems, onboarding, or messaging become difficult to understand, performance suffers. Adoption slows. Teams compensate manually. Customers disengage.

I help organizations identify where confusion, friction, and poor learnability are limiting growth — then redesign those experiences to improve clarity, adoption, and performance.

Whether you’re launching something new, improving onboarding, aligning internal teams, or trying to increase activation and engagement, the goal is the same:

Make the experience easier to learn, easier to use, and easier to believe in.

  • Designing products, services, systems, and interactions that make experiences easier, clearer, and more effective for the people using them.

  • How easy something is to understand, learn, and confidently use; without excessive training, support, or frustration.

  • Providing people with the tools, knowledge, systems, and support they need to successfully do their job, use a product, or achieve a goal.

  • The process of customers or employees fully understanding, using, and integrating a product, system, process, or way of working into their day-to-day behavior.

  • Clearly helping people understand why a product, service, system, or initiative matters; and how it benefits them.

My work sits at the intersection of:

Areas of Expertise.

Learnability Strategy

UX & Experience Design

Learning Experience Design

Customer Onboarding

Systems Thinking

Messaging & Value Communication

Customer Education

Behavioral & Cognitive Design

Product Adoption

Enablement Design

Workflow Optimization

Service Design

WAYS WE CAN WORK TOGETHER.

A blackboard divided into three columns labeled 'To Do,' 'Doing,' and 'Done,' with various colorful sticky notes containing tasks and notes, and several hands placing or pointing at notes.

strategy sprint

A focused engagement designed to quickly diagnose friction, identify opportunities, and create a clear path forward.

Ideal for:

  • Teams with unclear adoption problems

  • Organizations preparing for redesign or transformation work

  • Leadership teams needing alignment and strategic direction

Includes:

  • Discovery sessions

  • Audit and analysis

  • Opportunity mapping

  • Prioritized recommendations

  • Strategic roadmap

LET'S CHAT
A hand holding a pen and checking off boxes on a handwritten planner or journal with a grid pattern on the pages.

PROJECT ENGAGEMENT

A scoped engagement focused on designing or improving a specific experience, workflow, onboarding system, or enablement initiative.

Ideal for:

  • Product onboarding redesign

  • UX and workflow optimization

  • Customer education initiatives

  • Messaging and activation improvements

  • Cross-functional experience design

Includes:

  • Defined project scope aligned to a specific experience or outcome

  • Current-state review of the experience or workflow

  • Identification of key friction points impacting adoption or clarity

  • Design direction for improved experience, flow, or system

  • Prioritized recommendations for what to fix and why

  • Clear implementation roadmap with next steps

LET'S CHAT
A close-up of a hand moving a gold king chess piece on a wooden chessboard, with other chess pieces visible in the background.

Embedded
Strategic Partner

Longer-term strategic support for organizations navigating ongoing growth, scaling, or transformation.

Ideal for teams looking for a partner who can support:

  • Experience strategy

  • Learnability initiatives

  • Enablement systems

  • Cross-functional alignment

  • Adoption optimization

  • Continuous improvement

Includes:

  • Ongoing strategic support across experience, adoption, and learnability

  • Continuous identification of high-impact opportunities for improvement

  • Advisory input on product, onboarding, and enablement decisions

  • Cross-functional alignment across Product, Marketing, and Customer teams

  • Design oversight and refinement of key experience systems

  • Regular strategic reviews, recommendations, and working sessions

LET'S CHAT

Built for teams navigating growth, complexity, or change.

I work with clients and organizations that are:

  • Scaling products or services

  • Improving onboarding or adoption

  • Repositioning value propositions

  • Launching new workflows or systems

  • Reducing customer friction

  • Aligning product, marketing, customer success, and enablement

  • Trying to improve engagement, activation, or retention

HOW I CAN HELP.

Top-down view of people working on a project with sketches and colorful sticky notes on a table.

01
Learnability & Experience Audits

Identify where people get stuck, why, and a prioritized roadmap to fix it.

  • This can solve for:

    • Users aren’t adopting features

    • Customers disengage during onboarding

    • Teams over-explain products manually

    • Training isn’t sticking

    • Messaging feels unclear

    • Workflows create friction

    But they don’t know where the breakdown is actually happening.

  • Through a structured learnability and experience audit, I identify:

    • Cognitive overload

    • Friction points

    • Experience gaps

    • Workflow confusion

    • Messaging disconnects

    • Adoption barriers

    • Unclear value communication

  • Deliverables may include:

    • Learnability assessments

    • Experience and workflow mapping

    • Friction analysis

    • UX and onboarding audits

    • Adoption barrier identification

    • Opportunity prioritization

    • Strategic recommendations

  • A prioritized roadmap of exactly what’s breaking adoption, and what to fix first to improve understanding, usage, and conversion.

    • Teams seeing low product or feature adoption after launch

    • Companies with strong traffic/users but weak activation or engagement

    • Organizations where onboarding exists but users still don’t “get it”

    • Leadership teams unsure why performance metrics are stalling

    • Products or services with increasing support tickets or customer confusion

    • Cross-functional teams (Product, UX, CS, Marketing) misaligned on “what’s wrong”

Close-up of a person's hand pointing at handwritten notes on paper, with colorful sticky notes scattered nearby and a container of various pens and markers in the background, on a desk.

02
Experience & Enablement Design

Design experiences that people can continuously learn and navigate.

  • This can solve for:

    • Users or employees struggle to understand how to get started

    • Onboarding exists but doesn’t lead to confident, independent use

    • People rely too heavily on support, training, or internal explanation

    • Key workflows feel confusing, fragmented, or overwhelming

    • Teams have inconsistent ways of teaching or guiding users

    • Product or service value is not immediately obvious in the experience

    • Adoption depends on humans instead of the system itself

    But they don’t have the in-house headcount, capacity or expertise to prioritize it. Sometimes, they just want a fresh set of eyes and approach to push innovation.

  • This work focuses on designing clarity into the experience itself , not just adding more content, training, or documentation.

    I combine UX design, behavioral design, and learning design to:

    • Simplify complex workflows into intuitive steps

    • Design onboarding that builds confidence, not confusion

    • Reduce cognitive load across key user journeys

    • Embed learning directly into the experience (not separate from it)

    • Align product, content, and enablement into one cohesive system

    • Remove unnecessary friction that slows down understanding and action

    The goal is to make the experience self-explanatory wherever possible. So people can succeed without needing translation or intervention.

  • Deliverables may include:

    • End-to-end onboarding experience design

    • Customer or employee journey mapping

    • UX and workflow redesign recommendations

    • Information architecture improvements

    • In-product guidance and learning flow design

    • Customer education system design

    • Enablement frameworks and content structure

    • Service or system experience redesign

    • Adoption-focused interaction improvements

  • A redesigned experience that reduces friction and makes it significantly easier for people to learn, navigate, and succeed without constant support or explanation.

    • Teams rebuilding onboarding or customer onboarding flows

    • Organizations launching new products, features, or internal systems

    • Companies scaling and needing more self-serve experiences

    • Internal teams struggling with inconsistent training or enablement

    • Products that require too much human explanation to use successfully

    • Companies trying to reduce support load or increase self-sufficiency

Two people standing in front of a whiteboard discussing. One person is holding a laptop, and the other is holding a marker. The whiteboard has sketches, notes, sticky notes, and diagrams related to web or app design.

03
Value Messaging & Activation Strategy

Help people understand why your product, service, or system matters.

  • This can solve for:

    • Users or customers don’t understand the product or service quickly enough

    • Strong features exist, but the value isn’t immediately obvious

    • Onboarding drops off before users reach “aha” moments

    • Sales, marketing, and product teams describe value differently

    • Messaging feels too complex, technical, or internally focused

    • Customers sign up or buy, but don’t fully engage afterward

    • Low activation rates despite strong interest or acquisition

  • This work focuses on translating complexity into clarity, so value is immediately understandable across every stage of the experience.

    I align messaging across product, onboarding, and communication systems to ensure people don’t just see what something does; they understand why it matters.

    This includes:

    • Clarifying core value propositions in plain, human language

    • Connecting features directly to real user outcomes

    • Designing activation moments that reinforce value early

    • Aligning internal teams around a single value narrative

    • Removing jargon, assumptions, and internal language gaps

    • Embedding value communication into onboarding and UX flows

    The goal is to reduce the gap between interest and understanding, so people reach value faster and more confidently.

  • Deliverables may include:

    • Value proposition refinement and simplification

    • Messaging frameworks for product, onboarding, or service experiences

    • Activation and onboarding messaging design

    • Cross-functional messaging alignment (Product, Marketing, CS, Sales)

    • Customer journey messaging mapping

    • Feature-to-value translation frameworks

    • In-product or in-experience messaging improvements

    • Adoption and engagement messaging systems

    • Narrative and positioning support

  • Clear, consistent messaging that helps people immediately understand value; leading to faster activation, stronger engagement, and higher conversion.

    • Products or services with strong features but weak conversion or activation

    • Teams struggling to clearly communicate “why this matters”

    • Onboarding flows where users drop off before seeing value

    • Companies repositioning or entering new markets

    • Sales + product + marketing misalignment on messaging

    • Low engagement despite strong acquisition or sign-up rates

    • Organizations where customers “don’t fully get it” after buying or signing up

explore projects

WHY THIS WORK MATTERS.

When experiences are difficult to understand:

  • Onboarding slows down

  • Support increases

  • Adoption decreases

  • Internal alignment breaks

  • Engagement drops

  • Teams compensate manually

But when experiences become clearer and easier to learn:

  • Adoption accelerates

  • Confidence increases

  • Engagement improves

  • Workflows become more efficient

  • Customers reach value faster

Clarity is not cosmetic: it directly impacts performance.

DOWNLOADS.

LEARNABILITY FRAMEWORK

Diagnose: Identify where understanding and adoption breaks

This free framework helps you identify where users get confused, hesitate, disengage, or rely on support; so you can create experiences that feel intuitive from the start.

If people rely heavily on support, hesitate during onboarding, or struggle to progress independently, this framework will help you pinpoint why.

READ MORE
DOWNLOAD

U.S. TRAVEL AND HOSPITALITY INDUSTRY

White Paper: The Rise of Experience-led Travellers

This free research-driven report explores how experience-led hospitality is reshaping the U.S. short-term rental industry and why traditional positioning is becoming less effective in a saturated market.

If your brand is still competing primarily on property features and pricing, this report will help you understand what modern travellers value most and how to position your brand accordingly.

READ MORE
DOWNLOAD

“Working with Kaylyn transformed how we approach growth and process—all in one partnership. As an amazing facilitator and educator, Kaylyn taught us how to take a design thinking approach and its application in designing employee journeys and people strategy.”

— Human Resources Team

“Kaylyn possesses a rare blend of expertise, adaptability, and leadership qualities that are bound to bring success to any team or project. She has also been an absolute delight to work with, and I would choose to work with her again in a heartbeat.”

— Product & Engineering Executive

“We've always been impressed by her innovative approach, strategic thinking, ability to consult with cross-functional partners to get things done, and her diverse skill set. She brings a design and people-centric approach to problem-solving and consistently thrives in complex and challenging environments.” 

— SaaS Executive Team

“Kaylyn excels at connecting the dots and seeing the bigger picture, making meaningful contributions and innovations across our business.

Kaylyn knows that HOW things get done for a client is just as important as WHAT gets done.”

— Global Pharmaceutical L&D Leader

If people are struggling to understand or use what you’ve built, let’s fix it.

Frequently Asked Questions.

  • No. While much of my background is rooted in digital product and experience design, the principles of learnability, adoption, and clarity apply across products, services, systems, and internal operations.

  • Yes. Many engagements involve improving internal workflows, enablement, onboarding, training, or cross-functional alignment.

  • Yes. Depending on the engagement, I can support strategy, design, facilitation, execution, or ongoing advisory work.

  • I work with startups, growing teams, and established organizations navigating complexity, scaling, or transformation.