Hi
Hi
Hi
Josh Nesselrodt
Experience
designer
I'm a DC-based Experience Designer and Strategist
I'm a DC-based Experience Designer and Strategist
My Skills
As an experience designer, I translate consumer insights into clear, compelling experiences that align user needs, product strategy, and business goals.
1. human-centered design
Journey mapping and service design
Persona development
Problem framing & JTBD definition
Experience strategy & design principles
2. UI/UX Design
Wireframing and prototyping
Usability testing and user feedback analysis
Information architecture
3. Research
Qualitative research facilitation (Interviews, focus groups)
Mixed-methods & VOC analysis
Insight synthesis & visual storytelling
Research storytelling & infographic
4. Product Management
Product discovery & roadmapping
Requirement gathering
Cross-functional collaboration
Outcome & impact measurement
1. human-centered design
Journey mapping and service design
Persona development
Problem framing & JTBD definition
Experience strategy & design principles
2. UI/UX Design
Wireframing and prototyping
Usability testing and user feedback analysis
Information architecture
3. Research
Qualitative research facilitation (Interviews, focus groups)
Mixed-methods & VOC analysis
Insight synthesis & visual storytelling
Research storytelling & infographic
4. Product Management
Product discovery & roadmapping
Requirement gathering
Cross-functional collaboration
Outcome & impact measurement
1. human-centered design
Journey mapping and service design
Persona development
Problem framing & JTBD definition
Experience strategy & design principles
2. UI/UX Design
Wireframing and prototyping
Usability testing and user feedback analysis
Information architecture
3. Research
Qualitative research facilitation (Interviews, focus groups)
Mixed-methods & VOC analysis
Insight synthesis & visual storytelling
Research storytelling & infographic
4. Product Management
Product discovery & roadmapping
Requirement gathering
Cross-functional collaboration
Outcome & impact measurement
About me
Hi, I'm Josh — a DC-based customer experience designer and strategist passionate about crafting meaningful and impactful products and experiences.
0
0
Years of Experience
0
0
Years of Experience
0
0
Years of Experience
0
0
Completed Projects
0
0
Completed Projects
0
0
Completed Projects
0M+
0M+
Consumers Impacted
0M+
0M+
Consumers Impacted
0M+
0M+
Consumers Impacted
Featured Projects
These selected projects reflect my passion for blending consumer insights with strategy to solve real problems through intentional design and impactful storytelling.
AARP Now Redesign
As CX lead on the AARP app redesign, I helped shape experience strategy across a complex, cross-functional product initiative. My work focused on usability testing aimed at improving onboarding, discovery, and relevance through enhanced local experiences and a personalized, AI-powered homepage, enabling members to more easily connect with benefits and content aligned to their needs and interests.
Reimagined Onboarding Experience
I led the strategic exploration of a more cohesive new member onboarding experience, approaching the work through a human-centered and product-led lens. By grounding concept development in consumer research and iterative testing, the effort focused on clarifying early value, reducing friction, and designing an onboarding experience that felt intentional, differentiated, and scalable.
AARP Rewards Revamp
Working on the evolution of AARP Rewards allowed me to apply product and experience strategy to a large-scale loyalty ecosystem. Through consumer research, usability testing, and close partnership with product and UX teams, I explored what the evolution of the program looked like and helped refine how benefits are discovered and navigated, supporting a more intuitive and engaging loyalty experience.
'Make It Right' Service Recovery Program
I led the design of a new service recovery approach by examining the end-to-end experience through both member and frontline perspectives. Using voice-of-the-customer insights, service blueprinting, and in-market testing, the work translated complex operational challenges into clearer decision support for agents, improving resolution quality while strengthening member trust and loyalty.
My Design Process and Philosophy
My process blends strategy and design to address challenges, craft solutions, and deliver experiences that effectively meet consumer needs.
01.
Solve real user problems
Focus on unmet needs and meaningful outcomes, not assumptions, features, or noise.
01.
Solve real user problems
Focus on unmet needs and meaningful outcomes, not assumptions, features, or noise.
01.
Solve real user problems
Focus on unmet needs and meaningful outcomes, not assumptions, features, or noise.
02.
Design across the full journey, not just moments
Understand how touchpoints connect across channels, time, and systems to shape the end-to-end experience.
02.
Design across the full journey, not just moments
Understand how touchpoints connect across channels, time, and systems to shape the end-to-end experience.
02.
Design across the full journey, not just moments
Understand how touchpoints connect across channels, time, and systems to shape the end-to-end experience.
03.
User insight powers great products and experiences
Ground decisions in research, synthesis, and behavioral understanding, not opinions or anecdotes.
03.
User insight powers great products and experiences
Ground decisions in research, synthesis, and behavioral understanding, not opinions or anecdotes.
03.
User insight powers great products and experiences
Ground decisions in research, synthesis, and behavioral understanding, not opinions or anecdotes.
04.
Design with empathy, clarity, and intent
Create solutions that are intuitive, accessible, and purposeful for the people who use them.
04.
Design with empathy, clarity, and intent
Create solutions that are intuitive, accessible, and purposeful for the people who use them.
04.
Design with empathy, clarity, and intent
Create solutions that are intuitive, accessible, and purposeful for the people who use them.
05.
Test, learn, and iterate toward better outcomes
Continuously validate ideas, learn from feedback, and evolve solutions based on real-world use.
05.
Test, learn, and iterate toward better outcomes
Continuously validate ideas, learn from feedback, and evolve solutions based on real-world use.
05.
Test, learn, and iterate toward better outcomes
Continuously validate ideas, learn from feedback, and evolve solutions based on real-world use.
Hi
Hi
Hi
Contact me
Interested in working together? Have a question, idea, or challenge you’re thinking through? I’m always happy to chat about CX, design, and product strategy.
Hi
Hi
Hi
Josh Nesselrodt
Experience
designer
I'm a DC-based Experience Designer and Strategist
I'm a DC-based Experience Designer and Strategist
My Skills
As an experience designer, I translate consumer insights into clear, compelling experiences that align user needs, product strategy, and business goals.
1. human-centered design
Journey mapping and service design
Persona development
Problem framing & JTBD definition
Experience strategy & design principles
2. UI/UX Design
Wireframing and prototyping
Usability testing and user feedback analysis
Information architecture
3. Research
Qualitative research facilitation (Interviews, focus groups)
Mixed-methods & VOC analysis
Insight synthesis & visual storytelling
Research storytelling & infographic
4. Product Management
Product discovery & roadmapping
Requirement gathering
Cross-functional collaboration
Outcome & impact measurement
1. human-centered design
Journey mapping and service design
Persona development
Problem framing & JTBD definition
Experience strategy & design principles
2. UI/UX Design
Wireframing and prototyping
Usability testing and user feedback analysis
Information architecture
3. Research
Qualitative research facilitation (Interviews, focus groups)
Mixed-methods & VOC analysis
Insight synthesis & visual storytelling
Research storytelling & infographic
4. Product Management
Product discovery & roadmapping
Requirement gathering
Cross-functional collaboration
Outcome & impact measurement
1. human-centered design
Journey mapping and service design
Persona development
Problem framing & JTBD definition
Experience strategy & design principles
2. UI/UX Design
Wireframing and prototyping
Usability testing and user feedback analysis
Information architecture
3. Research
Qualitative research facilitation (Interviews, focus groups)
Mixed-methods & VOC analysis
Insight synthesis & visual storytelling
Research storytelling & infographic
4. Product Management
Product discovery & roadmapping
Requirement gathering
Cross-functional collaboration
Outcome & impact measurement
About me
Hi, I'm Josh — a DC-based customer experience designer and strategist passionate about crafting meaningful and impactful products and experiences.
0
0
Years of Experience
0
0
Years of Experience
0
0
Years of Experience
0
0
Completed Projects
0
0
Completed Projects
0
0
Completed Projects
0M+
0M+
Consumers Impacted
0M+
0M+
Consumers Impacted
0M+
0M+
Consumers Impacted
Featured Projects
These selected projects reflect my passion for blending consumer insights with strategy to solve real problems through intentional design and impactful storytelling.
AARP Now Redesign
As CX lead on the AARP app redesign, I helped shape experience strategy across a complex, cross-functional product initiative. My work focused on usability testing aimed at improving onboarding, discovery, and relevance through enhanced local experiences and a personalized, AI-powered homepage, enabling members to more easily connect with benefits and content aligned to their needs and interests.
Reimagined Onboarding Experience
I led the strategic exploration of a more cohesive new member onboarding experience, approaching the work through a human-centered and product-led lens. By grounding concept development in consumer research and iterative testing, the effort focused on clarifying early value, reducing friction, and designing an onboarding experience that felt intentional, differentiated, and scalable.
AARP Rewards Revamp
Working on the evolution of AARP Rewards allowed me to apply product and experience strategy to a large-scale loyalty ecosystem. Through consumer research, usability testing, and close partnership with product and UX teams, I explored what the evolution of the program looked like and helped refine how benefits are discovered and navigated, supporting a more intuitive and engaging loyalty experience.
'Make It Right' Service Recovery Program
I led the design of a new service recovery approach by examining the end-to-end experience through both member and frontline perspectives. Using voice-of-the-customer insights, service blueprinting, and in-market testing, the work translated complex operational challenges into clearer decision support for agents, improving resolution quality while strengthening member trust and loyalty.
My Design Process and Philosophy
My process blends strategy and design to address challenges, craft solutions, and deliver experiences that effectively meet consumer needs.
01.
Solve real user problems
Focus on unmet needs and meaningful outcomes, not assumptions, features, or noise.
01.
Solve real user problems
Focus on unmet needs and meaningful outcomes, not assumptions, features, or noise.
01.
Solve real user problems
Focus on unmet needs and meaningful outcomes, not assumptions, features, or noise.
02.
Design across the full journey, not just moments
Understand how touchpoints connect across channels, time, and systems to shape the end-to-end experience.
02.
Design across the full journey, not just moments
Understand how touchpoints connect across channels, time, and systems to shape the end-to-end experience.
02.
Design across the full journey, not just moments
Understand how touchpoints connect across channels, time, and systems to shape the end-to-end experience.
03.
User insight powers great products and experiences
Ground decisions in research, synthesis, and behavioral understanding, not opinions or anecdotes.
03.
User insight powers great products and experiences
Ground decisions in research, synthesis, and behavioral understanding, not opinions or anecdotes.
03.
User insight powers great products and experiences
Ground decisions in research, synthesis, and behavioral understanding, not opinions or anecdotes.
04.
Design with empathy, clarity, and intent
Create solutions that are intuitive, accessible, and purposeful for the people who use them.
04.
Design with empathy, clarity, and intent
Create solutions that are intuitive, accessible, and purposeful for the people who use them.
04.
Design with empathy, clarity, and intent
Create solutions that are intuitive, accessible, and purposeful for the people who use them.
05.
Test, learn, and iterate toward better outcomes
Continuously validate ideas, learn from feedback, and evolve solutions based on real-world use.
05.
Test, learn, and iterate toward better outcomes
Continuously validate ideas, learn from feedback, and evolve solutions based on real-world use.
05.
Test, learn, and iterate toward better outcomes
Continuously validate ideas, learn from feedback, and evolve solutions based on real-world use.
Hi
Hi
Hi
Contact me
Interested in working together? Have a question, idea, or challenge you’re thinking through? I’m always happy to chat about CX, design, and product strategy.
Hi
Hi
Hi
Josh Nesselrodt
Experience
designer
I'm a DC-based Experience Designer and Strategist
I'm a DC-based Experience Designer and Strategist
My Skills
As an experience designer, I translate consumer insights into clear, compelling experiences that align user needs, product strategy, and business goals.
1. human-centered design
Journey mapping and service design
Persona development
Problem framing & JTBD definition
Experience strategy & design principles
2. UI/UX Design
Wireframing and prototyping
Usability testing and user feedback analysis
Information architecture
3. Research
Qualitative research facilitation (Interviews, focus groups)
Mixed-methods & VOC analysis
Insight synthesis & visual storytelling
Research storytelling & infographic
4. Product Management
Product discovery & roadmapping
Requirement gathering
Cross-functional collaboration
Outcome & impact measurement
1. human-centered design
Journey mapping and service design
Persona development
Problem framing & JTBD definition
Experience strategy & design principles
2. UI/UX Design
Wireframing and prototyping
Usability testing and user feedback analysis
Information architecture
3. Research
Qualitative research facilitation (Interviews, focus groups)
Mixed-methods & VOC analysis
Insight synthesis & visual storytelling
Research storytelling & infographic
4. Product Management
Product discovery & roadmapping
Requirement gathering
Cross-functional collaboration
Outcome & impact measurement
1. human-centered design
Journey mapping and service design
Persona development
Problem framing & JTBD definition
Experience strategy & design principles
2. UI/UX Design
Wireframing and prototyping
Usability testing and user feedback analysis
Information architecture
3. Research
Qualitative research facilitation (Interviews, focus groups)
Mixed-methods & VOC analysis
Insight synthesis & visual storytelling
Research storytelling & infographic
4. Product Management
Product discovery & roadmapping
Requirement gathering
Cross-functional collaboration
Outcome & impact measurement
About me
Hi, I'm Josh — a DC-based customer experience designer and strategist passionate about crafting meaningful and impactful products and experiences.
0
0
Years of Experience
0
0
Years of Experience
0
0
Years of Experience
0
0
Completed Projects
0
0
Completed Projects
0
0
Completed Projects
0M+
0M+
Consumers Impacted
0M+
0M+
Consumers Impacted
0M+
0M+
Consumers Impacted
Featured Projects
These selected projects reflect my passion for blending consumer insights with strategy to solve real problems through intentional design and impactful storytelling.
AARP Now Redesign
As CX lead on the AARP app redesign, I helped shape experience strategy across a complex, cross-functional product initiative. My work focused on usability testing aimed at improving onboarding, discovery, and relevance through enhanced local experiences and a personalized, AI-powered homepage, enabling members to more easily connect with benefits and content aligned to their needs and interests.
Reimagined Onboarding Experience
I led the strategic exploration of a more cohesive new member onboarding experience, approaching the work through a human-centered and product-led lens. By grounding concept development in consumer research and iterative testing, the effort focused on clarifying early value, reducing friction, and designing an onboarding experience that felt intentional, differentiated, and scalable.
AARP Rewards Revamp
Working on the evolution of AARP Rewards allowed me to apply product and experience strategy to a large-scale loyalty ecosystem. Through consumer research, usability testing, and close partnership with product and UX teams, I explored what the evolution of the program looked like and helped refine how benefits are discovered and navigated, supporting a more intuitive and engaging loyalty experience.
'Make It Right' Service Recovery Program
I led the design of a new service recovery approach by examining the end-to-end experience through both member and frontline perspectives. Using voice-of-the-customer insights, service blueprinting, and in-market testing, the work translated complex operational challenges into clearer decision support for agents, improving resolution quality while strengthening member trust and loyalty.
My Design Process and Philosophy
My process blends strategy and design to address challenges, craft solutions, and deliver experiences that effectively meet consumer needs.
01.
Solve real user problems
Focus on unmet needs and meaningful outcomes, not assumptions, features, or noise.
01.
Solve real user problems
Focus on unmet needs and meaningful outcomes, not assumptions, features, or noise.
01.
Solve real user problems
Focus on unmet needs and meaningful outcomes, not assumptions, features, or noise.
02.
Design across the full journey, not just moments
Understand how touchpoints connect across channels, time, and systems to shape the end-to-end experience.
02.
Design across the full journey, not just moments
Understand how touchpoints connect across channels, time, and systems to shape the end-to-end experience.
02.
Design across the full journey, not just moments
Understand how touchpoints connect across channels, time, and systems to shape the end-to-end experience.
03.
User insight powers great products and experiences
Ground decisions in research, synthesis, and behavioral understanding, not opinions or anecdotes.
03.
User insight powers great products and experiences
Ground decisions in research, synthesis, and behavioral understanding, not opinions or anecdotes.
03.
User insight powers great products and experiences
Ground decisions in research, synthesis, and behavioral understanding, not opinions or anecdotes.
04.
Design with empathy, clarity, and intent
Create solutions that are intuitive, accessible, and purposeful for the people who use them.
04.
Design with empathy, clarity, and intent
Create solutions that are intuitive, accessible, and purposeful for the people who use them.
04.
Design with empathy, clarity, and intent
Create solutions that are intuitive, accessible, and purposeful for the people who use them.
05.
Test, learn, and iterate toward better outcomes
Continuously validate ideas, learn from feedback, and evolve solutions based on real-world use.
05.
Test, learn, and iterate toward better outcomes
Continuously validate ideas, learn from feedback, and evolve solutions based on real-world use.
05.
Test, learn, and iterate toward better outcomes
Continuously validate ideas, learn from feedback, and evolve solutions based on real-world use.
Hi
Hi
Hi
Contact me
Interested in working together? Have a question, idea, or challenge you’re thinking through? I’m always happy to chat about CX, design, and product strategy.