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.
Services
Program Strategy
Community Experience Mapping
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
Stakeholder Collaboration & Alignment
Digital Usability Assessment
Results
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
Testimonials
Contact
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