Harmonizing Impact.
Harmonizing Impact.
Service design for Rhythm Therapeutic Center
Helping people heal with horses is beautiful. Making them chase phone calls, fill paper forms, and stand in the sun for it? Not so much. I led the redesign of RTC’s full-service ecosystem to make it accessible, reliable, and actually comforting like it always should have been.
My Role
Service Designer
Date
7 Sept 2024
Timeline
3.5 Months for end to end planning & implementation
Challenge
Challenge
Rhythm Therapeutic Center had an incredible mission: equine therapy for people who really needed it.
The problem? Everything around that mission felt like it came from a dusty binder titled “How Not to Run a Modern Care Center.”
The facilities were dated. The booking experience made people want therapy for the booking experience. There was no transport. No food. No clear brand. No growth.
Basically, a service that changed lives… wrapped in a user journey that quietly whispered “Please lower your expectations.”
Action
Action
I contributed to a 3.5-month service design sprint key actions:
Mapped the existing service ecosystem and identified high-friction points
Ran co-creation workshops with staff, users, and sponsors to gather real insights
Redesigned the end-to-end service journey to improve comfort, trust, and accessibility
Proposed critical upgrades: shaded waiting areas, on-site medical care, streamlined digital booking + transport, and feedback systems
Reworked the brand’s visual and verbal identity to reflect the care and empathy they deliver
Created a sponsorship strategy to secure long-term support and scale the impact
The focus wasn’t just on fixing it was on building a system that actually supports healing.
Geographic Analysis
1
6
7
Stakeholder Map
User Persona
Behind the scenes
Ecosystem Map
Service Blueprint
Simplifying Journeys
Result
Result
The center transformed from “heart in the right place” to “experience to be proud of.”
Clients felt safer, stayed longer, and gave clearer feedback
Booking and transport became easier, reducing drop-offs and last-minute cancellations
Staff stress went down as systems replaced workarounds
Sponsors saw clarity in value, with increased interest in long-term support
Impact
Impact
Based on projections from stakeholder feedback and capacity improvements, the redesigned service is expected to drive up to 3x more engagement and nearly double the return on investment through higher retention and better sponsor alignment.
White Paper
White Paper
This is where all the deep thinking lives research frameworks, co-creation session outcomes, logic behind the solutions, and the stuff that made the ROI math actually check out. No filler. Just everything that didn’t fit on the pretty slides.
Challenge
The freelance world has no shortage of talent but somehow, still no platform that understands how trust actually works.
Most platforms are bloated with listings, riddled with vague briefs, and pay freelancers on a timeline best described as “eventually.”
Clients are left guessing who they’ve hired. Freelancers are left wondering if they’ll ever see that invoice money. It’s all very “move fast and break people.”
So no, this wasn’t a redesign.
WEVE was built from zero to fix what everyone else accepted as normal.
Action
I contributed to a 3.5-month service design sprint key actions:
Mapped the existing service ecosystem and identified high-friction points
Ran co-creation workshops with staff, users, and sponsors to gather real insights
Redesigned the end-to-end service journey to improve comfort, trust, and accessibility
Proposed critical upgrades: shaded waiting areas, on-site medical care, streamlined digital booking + transport, and feedback systems
Reworked the brand’s visual and verbal identity to reflect the care and empathy they deliver
Created a sponsorship strategy to secure long-term support and scale the impact
The focus wasn’t just on fixing it was on building a system that actually supports healing.
Geographic Analysis
1
6
7
Stakeholder Map
User Persona
Behind the scenes
Ecosystem Map
Service Blueprint
Simplifying Journeys
Impact
The center transformed from “heart in the right place” to “experience to be proud of.”
Clients felt safer, stayed longer, and gave clearer feedback
Booking and transport became easier, reducing drop-offs and last-minute cancellations
Staff stress went down as systems replaced workarounds
Sponsors saw clarity in value, with increased interest in long-term support
Impact
Based on projections from stakeholder feedback and capacity improvements, the redesigned service is expected to drive up to 3x more engagement and nearly double the return on investment through higher retention and better sponsor alignment.
White Paper
This is where all the deep thinking lives research frameworks, co-creation session outcomes, logic behind the solutions, and the stuff that made the ROI math actually check out. No filler. Just everything that didn’t fit on the pretty slides.
Challenge
Rhythm Therapeutic Center had an incredible mission: equine therapy for people who really needed it.
The problem? Everything around that mission felt like it came from a dusty binder titled “How Not to Run a Modern Care Center.”
The facilities were dated. The booking experience made people want therapy for the booking experience. There was no transport. No food. No clear brand. No growth.
Basically, a service that changed lives… wrapped in a user journey that quietly whispered “Please lower your expectations.”
Action
I contributed to a 3.5-month service design sprint key actions:
Mapped the existing service ecosystem and identified high-friction points
Ran co-creation workshops with staff, users, and sponsors to gather real insights
Redesigned the end-to-end service journey to improve comfort, trust, and accessibility
Proposed critical upgrades: shaded waiting areas, on-site medical care, streamlined digital booking + transport, and feedback systems
Reworked the brand’s visual and verbal identity to reflect the care and empathy they deliver
Created a sponsorship strategy to secure long-term support and scale the impact
The focus wasn’t just on fixing it was on building a system that actually supports healing.
Geographic Analysis
1
6
7
Stakeholder Map
User Persona
Behind the scenes
Ecosystem Map
Service Blueprint
Simplifying Journeys
Result
The center transformed from “heart in the right place” to “experience to be proud of.”
Clients felt safer, stayed longer, and gave clearer feedback
Booking and transport became easier, reducing drop-offs and last-minute cancellations
Staff stress went down as systems replaced workarounds
Sponsors saw clarity in value, with increased interest in long-term support
Impact
Based on projections from stakeholder feedback and capacity improvements, the redesigned service is expected to drive up to 3x more engagement and nearly double the return on investment through higher retention and better sponsor alignment.
White Paper
This is where all the deep thinking lives research frameworks, co-creation session outcomes, logic behind the solutions, and the stuff that made the ROI math actually check out. No filler. Just everything that didn’t fit on the pretty slides.