I’m Marc Hébert (pronounced like “Eh Bear”).

For more than a decade, I’ve been a designer, technologist and applied anthropologist (PhD).

I research and build better client experiences across digital and non-digital touch points that people experience with products and services.

As part of a cross-functional team, I improve efficiency and effectiveness from websites to data dashboards, communication by text, email and letters, forms to phone trees and lobby flow. The entire service journey someone might experience, I’ve likely worked on it or something similar.

AI or automated decision-making is increasingly part of my practice. I try to use it thoughtfully and critically.

I can help you in four areas:

1. UX / Research: Do formative to evaluative research; discovery to usability testing, and those in between spaces, like to:
-solve for the right problem with diverse stakeholders
-prioritize the work
-unpack how old and new data can help 
-address the role that values, culture and power have in shaping how problems and data are interpretation

2. Product & Process Improvement: Apply data and insights about a problem, product or process to:
-map or understand it
-facilitate candid conversations about it
-develop incremental, testable and measurable improvements
-adapt or create templates and approaches to sustain the change

3. Government Affairs: Develop and deepen your organization’s relationship with the public sector to:
-understand where to start or go for growth with government partners
-communicate effectively with IT, digital service and procurement teams in the public sector

4. Compliance: Go beyond compliance theatre or stacks of documents to check a compliance box by instead working to:
-assess or build compliance into products meaningfully
-evaluate or measure how compliance shapes the consumer experience
-understand the application of AI and Regulation Technologies (RegTech) to internal operations

Worked in:

Shared with:

Learned from: