CX Strategy & Design
Adam Matossian
I'm a translator.
Between competing stakeholder views.
Between customer insights and executive decisions.
Between strategy and the frameworks that make it stick.
That's how complexity becomes clarity that drives action.
Select a project to see which peaks it activated.
The work.
Every project starts the same way: something important is stuck because the people involved can't get aligned on what matters. Here's what unstuck looks like.
How I work.
No two engagements look the same. The industries change. The stakeholders change. The problems change. So the approach has to change too.
I've spent 8+ years building a deep toolbox. Contextual interviews, ethnographic immersion, longitudinal studies, service blueprinting, journey mapping, stakeholder workshops, survey design, behavioral analysis. I don't default to a favorite method. I pick what fits.
What never changes is how I show up. Clear communication. Sharp storytelling. The kind of enthusiasm that pulls people into the work instead of pushing frameworks at them. And a commitment to making sure what I build actually gets used after I leave.
I'm a translator. Between what teams think is happening and what actually is. Between raw insight and confident action.
I build products
IEP Says
IEP Says is an AI-powered platform that reads special education documents parents can't parse — and tells them what schools won't. Upload an IEP, get a plain-English analysis cross-referenced against your state's law.
Built on a 50-state compliance engine, a 6-step AI analysis pipeline, 451+ searchable accommodations, and 41 published articles — all designed with the same CX methodology I use for Fortune 500 clients.
It's not a wrapper around an API call. It's a full-stack product built from research, service design, and domain expertise in special education advocacy.
GrowTale
GrowTale is a live product I designed, researched, and shipped in 3 weeks using Claude Code and the same CX methodology I use for Fortune 500 clients.
It creates personalized social stories for children with autism — built from real user research, grounded in Carol Gray's methodology, and used by real families.
It's not a side project. It's proof that the gap between "strategist who designs products" and "builder who ships products" has closed. For people who know what to build.
Companies I've translated for
