Senior Experience Hands-On Delivery
25 years working with organizations to understand what's actually happening with their digital products, service experiences, and the teams behind them.
20/20 Digital was founded in 2017 and has worked with organizations across industries that include financial services, healthcare, government, technology, legal, education, startups, and travel & tourism.
Before starting 20/20 Digital, nearly eleven years at VERB Interactive built the foundation, growing from front-end developer to Director of User Experience and senior leadership. A year as Director of Product and Marketing at aioTV added product ownership, team leadership, and marketing to the mix. Building things, not just advising on them, is what shapes how every project gets done.
Six years in public library operations covered everything from working directly with the public and providing research assistance to supervising teams and managing budgets. That range of experience built the organizational and people skills that inform everything today.
Working across all levels of an organization is intentional, from executives setting direction to managers navigating delivery and the people closest to it.
"Jamie helped us get our healthcare SaaS product market-ready. Customer needs and business goals, always in balance. I'd work with him again in a heartbeat."
Lisa Williams, CEO, UNUM Health Inc.
Latest Articles on LinkedIn Read More Articles →
"We Need Our UX Fixed"
When organizations come to me saying they need their UX fixed, that phrase is usually doing more work than they realize.
Last updated on March 19, 2026
The Tool Is Already Decided
In my experience, teams often arrive at tool decisions before they fully understand the problem. This article looks at why that happens, what gets missed, and what a better starting point looks like.
Last updated March 17, 2026
What It Took to Turn Around a Government Digital Health Portal
A look at how restoring partner trust and building team capability helped turn around a government digital health portal project.
Last updated March 16, 2026
Is your data telling you something you haven't heard yet?
Six data sources brought together revealed a shared root cause behind three problems that had always been treated separately.
March 13, 2026
How League Data Built a Customer Advisory Council That Actually Works
A structured process for getting meaningful input from credit unions with completely different operational realities.
March 3, 2026
UX, AI, and the Human Side of Tech
Key takeaways from four talks on asking better questions, running small experiments, and putting people first.
December 22, 2025
Expertise
- UX Strategy & Consulting
- Product Strategy & Design
- Customer & Product Research
- Workshops & Training
- Usability Testing
- Team & Leadership Advisory
- Service Design
Focus Areas
- User Experience
- Customer Experience
- Digital Products
- Service Experiences
- Digital Strategy
- Employee Experience
Recent Talks
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Creating Memorable Experiences
Volta, Community Event
2026
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The Human Side of Tech
Atlantic Tech Summit
2025
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Responsible AI in the Workplace
Private, Senior Communication Leaders
2025
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Can You Fix Our UX?
Ignite, Marketing Your Startup
2025
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The Business of UX
Ignite, Marketing Your Startup
2024
Background
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Principal Consultant
20/20 Digital
2017 — Present
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Principal, Service Design
Davis Pier Consulting
2017
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Director, Product & Marketing
aioTV
2016 — 2017
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Director, Digital Strategy & User Experience
VERB Interactive
2014 — 2016
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Strategy, Development & Production
VERB Interactive
2005 — 2013
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Branch Operations Supervisor
Halifax Public Libraries
2004 — 2005
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Library Assistant
Halifax Public Libraries
1998 — 2004