Yosi Health · 2025 to Present · Story outline
Building an Experience Intelligence Capability
This Yosi Health story explores how experience leadership connects product, people, processes, and strategy. It sits within my role as Head of Experience and Design, leading product vision, design, and research. The narrative below establishes the opportunity and approach; detailed decisions, artifacts, and verified impact still need supporting evidence.
Context
Customer truth was scattered across teams. Sales, support, and product heard different parts of the story.
Opportunity
Make customer understanding a routine input into prioritization, planning, and reporting.
My role
Initiated, designed, and built the Insights Engine. Led the capability; teams across the company contribute signal and use the resulting evidence.
Approach
Listen, understand, decide, deliver, and learn. The Engine connects research and Voice of Customer to roadmap and growth decisions.
flywheel.Listen. Act. Learn. Repeat.
Gather customer and patient signals from conversations, support, surveys, feedback, and product usage.
Synthesize signals into themes, needs, and opportunities that individual conversations cannot reveal.
Use customer evidence for roadmap priorities, investment choices, and what not to build.
Act on the friction customers encounter through clearer journeys and onboarding improvements.
Feed outcomes back into listening. What changed and what still hurts guide the next loop.
↳ Outcomes feed back into listening. Each loop sharpens the next.
Key decisions and trade-offs
[NEED FROM LOGAN: the decision, alternatives considered, constraints, stakeholder alignment, and Logan’s specific contribution for Building an Experience Intelligence Capability]
The work: artifacts and systems
Before / current context
[NEED FROM LOGAN: approved, anonymized source artifact with an explanatory caption]
After / proposed direction
[NEED FROM LOGAN: approved product, research, brand, or process artifact; label shipped, in progress, or proposed]
Impact and evidence
Platform scale describes the scope of the role. It is not a measured outcome of this individual initiative.
[NEED FROM LOGAN: verified outcome, baseline, timeframe, sample size, implementation status, and an approved supporting quote for Building an Experience Intelligence Capability]
What is next?
Add an anonymized example showing a customer theme, the decision it changed, and the subsequent learning.
[NEED FROM LOGAN: lessons learned and what Logan would do differently]