Better organizations start with better human experiences.

I help organizations turn complex challenges into clear strategies and experiences that move people — and results — forward. Over 20 years leading change across Fortune 50 companies, healthcare systems, and community organizations.

Garofoli Strategies

Services

I partner with organizations to build the systems, services, and experiences that help you reach more people and deliver greater impact.

Program Strategy

Step back, see the full picture, and build a focused roadmap for what to prioritize, redesign, or scale. Using a systems-thinking approach, we work together to understand how people, processes, and programs connect — so you can make smarter decisions, close gaps, and deliver more consistent impact across the communities you serve.

Community Experience Mapping

A facilitated process for capturing and redesigning how community members move through your programs and services. Done well, journey mapping builds shared understanding across teams — aligning people around what’s working, what’s broken, and where to focus next.

Service Design & Redesign

Even well-resourced organizations can have services that feel disconnected, hard to navigate, or misaligned with community needs. Whether you’re rethinking an existing service or building something new, I guide your team from research through execution — mapping the full experience, identifying friction points, and designing solutions that are accessible, equitable, and built around real community needs.

Community Insights

Understanding the people you serve is the foundation of everything. I design and manage insight programs — from one-time research to ongoing feedback systems — so your organization stays connected to community needs as they evolve.

Stakeholder Collaboration & Alignment

Lasting change doesn’t happen in silos. I facilitate structured conversations and working sessions that bring the right people to the table — uncovering what’s not working, building shared understanding, and aligning teams around a clear path forward.

Digital Usability Assessment

A structured review of your website or app against proven usability principles — surfacing what’s confusing, what’s creating barriers, and what’s driving people away. You’ll walk away with a clear, actionable report your team can act on immediately.

Results

From Fortune 50 companies to community nonprofits, I’ve helped organizations grow by designing systems and services that remove barriers, build capacity, and put people at the center of every decision.
Kaiser Permanente

Modernized Digital Health Experience for 13M Members

As digital strategy lead for Kaiser Permanente, I directed enterprise-wide initiatives across online appointment booking and secure patient messaging — delivering a +19% increase in digital booking usage and +23% CSAT improvement. I built and led a cross-functional team, instituting a member-first operating model grounded in human-centered design that scaled across 230,000 employees.

State Street Global Advisors

Named ‘Best Financial Website’ by Fortune Magazine

As Director of Client Experience for Schwab.com, I led a cross-functional team through a full website redesign — breaking down organizational silos, mapping the client journey across channels, and designing an experience that earned Schwab recognition as Fortune Magazine’s Best Financial Website.

State Street Global Advisors

Built BlackRock’s First In-House UX Team

As Vice President of Global User Experience for iShares.com, I built the company’s first in-house UX team from the ground up and led an end-to-end website redesign that significantly improved the client experience and drove measurable increases in engagement.

State Street Global Advisors

Launched Intuit’s First Content Website

Led a team of researchers and designers using ethnographic in-home customer sessions to uncover how people truly managed their finances — insights that shaped Quicken and QuickBooks into category leaders and drove the launch of the Quicken Financial Network, Intuit’s first content destination.

State Street Global Advisors

Charting a Path to Patient Experience Leadership

Sutter Health engaged me to identify opportunities to strengthen their patient experience. Through stakeholder research and executive-level presentations, I delivered a strategic roadmap that gave their leadership team a clear path forward.

State Street Global Advisors

Led Global Rebranding & Digital Redesign

When State Street Global Advisors undertook a global rebrand alongside a CMS migration, I managed a complex, multi-stakeholder redesign across international teams and agencies — delivering a cohesive digital experience that strengthened client engagement and brought the new brand to life seamlessly across markets.

State Street Global Advisors

Redesigned WellsFargo.com

I championed a large-scale collaboration across multiple business units to lead the full redesign of WellsFargo.com — keeping customers at the center throughout by embedding user research and evaluations directly into the product development process.

State Street Global Advisors

Grew the Email Database from 8% to 29% in One Year

As head of Online Marketing and Sponsorships, I uncovered untapped opportunities and process inefficiencies that fueled a nearly fourfold growth in AAA’s email database — from 8% to 29% within a single year.

State Street Global Advisors

Built an Employee Intranet During Healthcare Reform

As healthcare reform legislation was taking effect, I partnered with Blue Shield of California to design and launch an employee intranet — giving staff a centralized, reliable resource to navigate the questions and changes reshaping their work.

About

For over 20 years, Garofoli Strategies has partnered with some of the world’s largest organizations — Fortune 50 companies, healthcare systems, and financial institutions — helping them understand their customers, build better services, and grow.
About Garofoli Strategies
That same rigor and creativity is now focused where I believe the need — and the opportunity — is greatest: nonprofits, community organizations, and local government. Because the organizations serving our communities deserve the same quality of strategic thinking and design that drives growth at the world’s biggest brands.

Every engagement starts with listening — to clients, employees, community members, and stakeholders — and grounding decisions in research, observation, and thoughtful execution. From there I work with your team through design sprints, co-design workshops, and strategic planning to move from insight to action.

Projects may span a few days or several months, depending on your goals and budget. What stays constant is a commitment to being nimble, collaborative, and resourceful — and to building systems and services that truly work for the people you serve.

Meet Christine

Christine Garofoli is an experience strategist and systems thinker with over 20 years of experience helping organizations build better services, stronger programs, and more meaningful connections with the people they serve.

She has partnered with some of the world’s most recognized organizations — including Kaiser Permanente, Charles Schwab, BlackRock, Intuit, REI, Bank of America, Sutter Health, Wells Fargo and State Street Global Advisors — delivering award-winning products and experiences that drive engagement, build trust, and advance organizational goals.

Today Christine brings that same strategic depth to nonprofits, community organizations, and local government — where human-centered design and systems-thinking can have transformative impact on the communities that need it most.

Christine Garofoli

Testimonials

“Christine oversaw a product team at Schwab and we collaborated together as I managed the client experience for affluent Schwab investors leveraging the products her team created. Christine is a strategic thinker with a solid foundation of understanding and caring about supporting clients (both internal and external). As such, her comprehensive channel marketing plans always received cross-functional approval and buy-in from the client experience teams. She is both a strong leader and a team player – critical for success in large organizations like Schwab that emphasize consensus building and demonstrated intellectual capacity. I look forward to the opportunity to collaborate in another capacity with Christine!”

Jen Heyman
VP Social Media Team at Wells Fargo

“I would highly recommend Christine. She is a collaborative, self-motivated senior manager who is excels at team building and setting strategy and vision. Her strategic planning and cutting edge initiatives have transformed the AAA marketing department. Christine has successfully delivered on key initiative for the organization and is a resourceful leader who excels in a fast paced environment. She has the intuitive ability to understand her staff’s strengths has brought out the best performance from them.”

Wanda Roland
Partner, Interactive Experience at IBM

“I worked with Christine while I was a consultant at Charles Schwab. She is a great manager and has an excellent understanding and capability around effectively building and revamping websites to meet the needs of consumers. She is a big believer of user design and interface, ensuring that a website truly meets the needs of its end user as well as delivering the necessary business results. She’s a pleasure to work with and has a great sense of humor which is so helpful in any environment.”

Cara France
CEO of The Sage Group

“I’ve worked with Christine on projects over the course of several years when she was my client at Charles Schwab. Christine is smart, articulate, and extremely organized. It was a pleasure to work with someone who clearly understood the value of research and human-centered design.”

Maria Guidice
Founder, Hot Studio and Author, “Rise of the DEO”

“Christine brings to the table a wealth of creative and strategic perspectives to digital products. She is able to clearly see the product vision, and work closely with the key stakeholders in a large organization to achieve it. Christine worked closely with me on the redesign of WellsFargo.com. Christine approaches challenges effortlessly and is a creative problem solver. Christine also is very loyal, hard working and committed. She is a pleasure!”

Shannon Lundgren
VP Internet at Wells Fargo

“Christine is a terrific person to work with. As primary liaison between her company and mine Christine led with insight, knowledge, passion, and humor. Each organization was going through significant transition and, by Christine’s leadership, great work was produced despite numerous distractions. She is a terrific addition to any team and can be counted on to produce great results while building a strong organization.”

Mike Heiser
Managing Director at AHA!

“I had the great pleasure of working with and for Christine Garofoli on CCT at Schwab. Christine was an incredibly intelligent and efficient manager. She does not waste time. Christine is smart as a whip, competent, organized, fun and wonderful to work with. She is a great team leader and a powerful influencer of everyone around her–she has an uncanny ability to just get things done, especially hard and complicated projects/impossible tasks. I would love to work with her again, if you are lucky enough to get the chance to work with this remarkable woman I say take it.”

Emily Dixon
Digital Strategist/Social Media Consultant

“In leading the UX function for iShares.com (part of BlackRock), Christine took leadership in promoting a user centered design approach across the business. Christine is very passionate about enhancing web user interface and is a great advocate of client experience within the organization. She also takes ownership of UX and is consistently proactive in reaching out to different teams in promoting and enforcing UX best practices.”

Frank Guo
UX Consultant

“I had the opportunity to work with Christine on a fast paced start-up. She worked tirelessly to lead the efforts of a re-branding and redesign of a B2C financial services public website and portal that launched with an amazing success. If you are looking for a leader who can enable success by driving your marketing vision and brand into a web interface, then look no further.”

Brian Runyan
CTO at Software Anywhere

“Christine Garofoli is one of the most talented people I’ve had the pleasure of working with. Her ability to guide a massive, complex website project from A to Z is unparalleled by anyone I’ve ever met. Along the way, she gracefully manages multiple stakeholders, magically gaining alignment and meeting deadlines without sacrificing quality. What I appreciate most about Christine is that she’s extremely focused on the customer experience and user-centered design, ultimately delivering an exceptional product that helps her clients connect with their target audience and achieve their marketing goals.”

Anna Wolf
Founder of SuperScript Marketing

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