Michael C. Bou-Maroun

EXPERIENCE

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Blue Cross Blue Shield of Michigan  Senior Service Designer

Detroit, MI, March 2021 - Present

• Develop and implement human-centered research and design strategies to innovate user experiences, resulting in an increase in customer satisfaction.

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• Utilize design thinking methodologies and frameworks to communicate the user experiences through journey maps, personas, and service blueprints.

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• Conduct usability testing and micro-level research to uncover intricate user problems, influencing product roadmaps and business strategies.

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• Guide project teams through the research and design process to develop insights, leading to robust and data driven customer-facing solutions that support business goals and increase customer engagement.

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• Develop strategic plans and roadmaps by conducting futures forecasting through signal, trend, and driver analysis, allowing for stakeholders to become future-ready.

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• Mentor and manage younger designers throughout project work, including human-centered qualitative and quantitative research methodologies, project management, and usability testing.

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Booz Allen Hamilton  Design Strategist

Washington, DC, January 2019 – March 2021

• Simplified complex problem spaces into rich insights through human-centered design and research.

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• Visualized synthesized data into journey maps, customer ecosystem diagrams, and service blueprints, leading to the development of user-centric solutions.

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• Influenced decision-making be presenting findings to executive leadership and cross-functional teams.

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• Led in-person and virtual workshops to identify opportunity spaces and develop concepts for customer-facing solutions

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Clients: VA Veterans Experience Office, Office of Survivors Assistance, Veterans

Health Administration, DC Innovation Center, Center for Medicare and Medicaid

Services, The ALS Association, US Air Force, US Department of Agriculture.

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Saks Fifth Avenue Visual  Merchandising Associate

McLean, VA, September 2015 - April 2017

• Designed, planned, and executed displays for interiors and windows to enhance customer experience and drive increased revenue on focused initiatives.

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Arena Stage Group  Sales Associate

Washington, DC, December 2012 - September 2015

• Identified and cultivated organizational relationships to contribute to a goal of $1.2 million.

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• Created marketing materials and processed tracking of payments, budgets, and reports.