The gap RGLR was built to fill
Leaders and teams in transition, with new leadership, rapid growth, a strategic shift or simply too much data and not enough clarity, tend to get either raw research or a vision deck. High-stakes decisions get made with real evidence or with a best guess, and a guess is costly. In the public sector, agencies and the primes who bid for their work need community input they can defend. We go to the field for real evidence, not assumptions.
The role I took
I lead design and research, and I guide client teams through changing systems, technologies and skills, with a focus on AI integration and customer experience. RGLR is a partnership. Beau covers product and Daniel covers strategy, and the three of us work with subcontractors when an engagement needs them.
How my role changed
| Years | Title | What changed in scope |
|---|---|---|
| Founding partner, design and research | Lead design and research, guide client teams through changing systems, technologies and skills with a focus on AI integration and customer experience, and offer CliftonStrengths coaching as a service. |
What changed
| Result | Number |
|---|---|
| LegalEASE access to legal benefits contributed to two multi-year enterprise contracts covering 46,000+ members | 46,000+ members |
| LegalEASE Empowerment Advocacy Center produced a behavioral barrier framework and a service model that informed the toolkit launched in September 2023 | |
| Proactiv received a validated customer journey map, a CX experimentation playbook and a prioritized 90-day roadmap | |
| LegalZoom Equip, earlier work with my co-founders, served 2,600 small businesses and brought in $6.5M in revenue in its first two years | $6.5M |
The initiatives, in order
3 years
Access to legal benefits for underserved populations
Service funnel mapping, empathy research with underserved users, brokers and attorneys, performance measurement and data storytelling.
- Service blueprinting
- Participant research
- Roadmaps and evolution plans
Read the case study
8 months
Empowerment Advocacy Center
Mixed-methods research with employees who had recently gone through legal and financial life events, for a large national bank client.
- Participant research
- Service value proposition definition
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6 months
Proactiv CX foundations and roadmap
Stakeholder interviews, subscriber research and workshops that aligned a siloed team on one customer journey.
- Journey and experience mapping
- Workshop design and facilitation
- Coaching and capability building
Read the case study
2025 – 2026
Public sector build-out
SAM.gov registration, a capability statement, a procurement partner and proposals to public sector buyers.
- Convening and community partnerships
Pilot
CliftonStrengths coaching
A coaching service line, currently in the pilot stage.
- Coaching and capability building
What I carried in, and what I am building
RGLR is where the pattern from HP, LegalZoom and Indeed became a practice. Go to the people closest to the problem, turn what they say into a direction leaders can defend, and leave behind tools a team can use without us. We aim to solve the problem and then get out of the way.