I’m Jen Dolan.
I lead enterprise experience strategy for complex systems, grounded in research, systems thinking, and business impact.

I’m a service design and experience strategy leader with 20+ years of experience helping organizations turn complex user and operational needs into clear, scalable digital products and workflows. I’ve worked across enterprise, healthcare, education, and global SaaS environments, partnering closely with product, engineering, operations, and business teams to lead discovery, shape future-state experiences, and drive alignment from problem statement definition through delivery.

More recently, I’ve focused on how generative AI and agentic systems are reshaping end-to-end enterprise workflows, developing strategies that connect user needs, business goals, and emerging technology in practical, usable ways.

Outside of my work, I’m a mother, wife, and avid reader, and I believe coffee makes everything better.

my experience:
balancing user needs with business objectives

I have hands-on experience in all major user-centered design methods, and I’ve managed and mentored other team members. Coworkers, clients, and partners tell me they appreciate my depth of experience, can-do attitude and calm nature.  Here’s some examples of my work.

Aerial view of a hospital

Healthcare on a mission
Streamlining, integrating, and delivering value for a top academic medical center - with $1.7 million in annual savings as a result.

Designing smarter SaaS workflows
Planning for an AI-enabled future, while reducing the admin burden with flexible automation.

University takes a user-centered approach
Putting the focus back on the needs of prospective students.

Homeowners insurance

Demystifying homeowners’ insurance
Making a complex process easy for veterans and their families.

Methods & Tools

I don’t believe in a cookie-cutter approach to every project, or that if you simply go through a rote process, a great experience will be spit out at the end.  Rather, it’s important to take a careful look at each unique situation and prescribe only the methodologies that will deliver the most value.  

I’ve honed my own approach to time-tested UX methodologies, through a combination of experience, education and networking.  

Tools I use include:

  • Figma

  • Axure

  • Mural / Miro

  • Microsoft Copilot / ChatGPT

  • Optimal Workshop

  • User Interviews

  • User Testing

  • Maze

  • Dovetail

  • Condens

…and a variety of others that I employ depending on the project.

Methodologies I use include:

  • User & stakeholder interviews

  • Contextual inquiry

  • Workshops

  • Heuristic review

  • Research synthesis, insights, and reports

  • Sitemaps

  • Wireframes

  • Clickable prototypes

  • Usability testing

  • Personas & archetypes

  • Jobs to be done (JTBD)

  • Service design blueprinting

  • Journey mapping

  • Card sorting / tree testing

  • Information architecture

  • Object-oriented UX (OOUX)

  • Competitor/comparator reviews