John Fletcher

About John Fletcher

Bring me your complex, hard to understand, and non-optimal services. I work with federal, state, local and small businesses, teams and organizations who want clearer answers to: “Where is the business value?”, “Why does this slow delivery?” and “Why aren\'t users getting it?”. This looks a lot like “green” dashboards and red experiences.Most technical services can hit their SLAs, ship releases, and still get hammered by user complaints, failure demand, and quiet risk. Under pressure to “optimize and automate,” teams end up hard-coding today’s broken workflows into tomorrow’s platforms.I help break that efficiency trap.Through Maverick Moon’s engagements, I embed a service experience layer alongside your existing tools and vendors. We observe how work or service experience really happens, map the true end-to-end service (including workarounds), and translate that into concrete design changes and backlog items your teams can execute.Results typically look like:– At least 40% reduction in time and effort for common requests– 50% fewer recontacts on support flows freeing up staff to work on more complex things– Clear, visual stories that support CX differentiation (read customers like you more), modernization decisions (what brings value in the backlog?), and recompetes (partner notIf you’re responsible for a complex internal service that looks green but feels red, I’m interested in talking.Best fits: CIOs, CTOs, CXOs, and business leaders running ITSM, ITOM, device refresh, onboarding, or other high-impact services.Current focus: short, intensive sprints on a single service to surface hidden waste, design targeted changes, and de-risk larger cost reduction efforts.

Experience

1. Founder

   Maverick Moon

   Sep 2022 — Present · Knoxville, TN, US

   Leading an independent product and service innovation consultancy helping companies and organizations maximize their software and service teams through human centered design, DevSecOps and product thinking. Utilizing journey mapping, user research, organizational design and analysis, system thinking and other methodologies as levers to catalyze digital transformations.

Education

• Coursera

  Google UX Design, UX/UI

• IDEO U

  Foundations in Design Thinking

• James Madison University

  Bachelor of Science - BS, Integrated Science & Technology

  2004 — 2007

Skills

• IT Strategy
• Project Management
• Software Documentation
• Enterprise Software
• Enterprise Architecture
• Javascript
• IT Audit
• Business Analysis
• Microsoft Office
• Process Improvement
• Business Transformation
• Requirements Analysis
• Scrum
• Management
• Information Technology
• Program Management
• Change Management
• Systems Analysis
• Governance
• Sharepoint
• Active Directory
• Requirements Gathering