emma warren
Service designer, Participatory designer, Design researcher and Systems thinker.
Based in NYC.
Service designer, Participatory designer, Design researcher and Systems thinker.
Im interested in how design can be used to explore and enable positive social change. I’m inspired by the possibility that design can play a transformative role in both the public sector and civil society.
My service design experience is fueled by a desire to be apart of crafting experiences that genuinely improve lives. Having worked across the public and private sectors in both Australia and the US, I’ve learned that the most meaningful solutions come from untangling complex organizational challenges. Once this has been achieved, it’s possible to make impactful change.
I specialize in synthesizing messy information into clear, strategic recommendations. Whether I’m co-designing new ways of working or building out a 10-year strategic roadmap for the design and development of a Metro, my focus is always on balancing the big-picture organizational goals with the way humans are. I enjoy the challenge of finding those hidden opportunities that help organizations and governments move closer to the people they are hoping to connect with.
My service design experience is fueled by a desire to be apart of crafting experiences that genuinely improve lives. Having worked across the public and private sectors in both Australia and the US, I’ve learned that the most meaningful solutions come from untangling complex organizational challenges. Once this has been achieved, it’s possible to make impactful change.
I specialize in synthesizing messy information into clear, strategic recommendations. Whether I’m co-designing new ways of working or building out a 10-year strategic roadmap for the design and development of a Metro, my focus is always on balancing the big-picture organizational goals with the way humans are. I enjoy the challenge of finding those hidden opportunities that help organizations and governments move closer to the people they are hoping to connect with.
Design Experience
Inzovu Design Studio,
Chicago, IIIinois, USA
—
Senior Service DesignerJan 2025 - Present
In this role, I drive the service design process by developing robust research plans and facilitating ideation workshops that frame how users interact with emerging experiences and technologies. I transform raw analysis into actionable service blueprints and experience maps, operating with an iterative mindset to refine concepts through prototyping and stakeholder collaboration
I collaborate with teams and clients to help discover, define and create solutions that empower people and drive positive change. With expertise in customer experience (CX), employee experience, digital transformation, and experience design (UX), we work across industries to create scalable and sustainable solutions that empower people and drive positive change.
I collaborate with teams and clients to help discover, define and create solutions that empower people and drive positive change. With expertise in customer experience (CX), employee experience, digital transformation, and experience design (UX), we work across industries to create scalable and sustainable solutions that empower people and drive positive change.
Tomorrow Partners,
Berkeley, California, USA
—
Remote Contract, Service DesignerAug 2024 - Dec 2024
I joined the Tomorrow Partners team to carry out a digital transformation project that reimagined the Indiana Secretary of State's digital business services platform as a comprehensive, user-centric ecosystem that simplifies business interactions with state processes and agencies.
The projects purpose was about building trust in government, fostering innovation in a radically changing economic landscape, finding efficiencies and cutting costs for both business and the State government when it comes to their interactions.
In this role I conducted statewide ethnographic research to uncover how Indiana's residents interact with government services. Integrating qualitative insights with a large-scale quantitative study, I drafted detailed service blueprints and experience maps. These deliverables visualized the current state and served as the foundation for the recommendations on optimizing service delivery and systemic innovation.
The projects purpose was about building trust in government, fostering innovation in a radically changing economic landscape, finding efficiencies and cutting costs for both business and the State government when it comes to their interactions.
In this role I conducted statewide ethnographic research to uncover how Indiana's residents interact with government services. Integrating qualitative insights with a large-scale quantitative study, I drafted detailed service blueprints and experience maps. These deliverables visualized the current state and served as the foundation for the recommendations on optimizing service delivery and systemic innovation.
Major US Pharmacy,
Chicago, Illinois, USA
—
Remote Contract, Service DesignerAug 2023 - Aug 2024
I led the end-to-end design of a first-of-its-kind pharmacy-led contraception service, translating a complex digital health strategy into a pilot-ready reality. I worked with cross-functional teams to identify user needs, ensuring the service was both inclusive and accessible. This involved facilitating workshops to gather customer insights and building service prototypes to test and iterate on concepts that had no prior market precedent. By maintaining an iterative design mindset throughout, I incorporated the user and pharmacist feedback into the evolving experience maps and service blueprints to optimize the MVP and future state customer journey.
My role was central in creating the conditions to test non-existent concepts, bridging emerging technology with clinical delivery through polished, high-fidelity design artifacts.
My role was central in creating the conditions to test non-existent concepts, bridging emerging technology with clinical delivery through polished, high-fidelity design artifacts.
Parsons School of Design,
(New School)
New York, NY, USA
—
Adjunct Professor Jun 2023 - Dec 2024
In this role, I led the 'Design of Business' curriculum, mentoring students to navigate the intersection of system dynamics and sustainable operations. I challenged future designers to critically evaluate the ethical implications of bringing new products into the world, moving beyond aesthetics to analyze the systemic dependencies of material sourcing and resource allocation. By fostering a deep understanding of economic and environmental footprints, I empowered students to see themselves as strategic stewards of the global ecosystem.
The role included teaching students how to analyse material sourcing, resource allocation and post-production impacts, considering contributions to the overall economic, social and environmental footprint of a product or service.
The role included teaching students how to analyse material sourcing, resource allocation and post-production impacts, considering contributions to the overall economic, social and environmental footprint of a product or service.
Harmonic Design,
Atlanta, Georgia, USA
—
Remote Contract, Service DesignerNov 2022–Aug 2023
In this role I led the launch of a ground-up cybersecurity service, I operated at the intersection of product delivery and institutional mentorship. I led the end-to-end design of the consultancy ecosystem while simultaneously training a team of designers, developers and researchers to integrate service design methodologies into their agile workflows.
I focused on building long-term design equity, translating complex security requirements into accessible, inclusive user journeys and establishing the iterative feedback loops (measurement) necessary to optimize the service during its critical first year of operation.
I focused on building long-term design equity, translating complex security requirements into accessible, inclusive user journeys and establishing the iterative feedback loops (measurement) necessary to optimize the service during its critical first year of operation.
Meld Studios,
Sydney, NSW, Australia
—
Lead Service DesignerMay 2022–Sept 2022
Senior Service Designer
June 2020–May 2022
Service Designer
Aug 2017–June 2020
At Meld, I directed a diverse portfolio of engagements across the transportation, education, and government sectors, leading end-to-end service design initiatives that bridged complex user needs with intricate organizational constraints. I specialized in multimodal research, conducting extensive statewide fieldwork to synthesize vast data sets into clear, strategic themes and actionable insights.
My role required a sophisticated balance of empathy and rigor; I navigated highly sensitive contexts from how vulnerable populations access essential state services to major social infrastructure planning consistently advocating for marginalized groups while managing the expectations of multidisciplinary partners and senior stakeholders.
My role heavily focused on moving from 'insight to impact' by facilitating ideation and prioritization workshops that aligned stakeholders at all organizational levels around a unified vision. By leveraging iterative testing and journey mapping, I refined concepts into high-polish, implementation-ready deliverables that optimized touchpoints and improved outcomes across Australia’s most critical sectors.
My role required a sophisticated balance of empathy and rigor; I navigated highly sensitive contexts from how vulnerable populations access essential state services to major social infrastructure planning consistently advocating for marginalized groups while managing the expectations of multidisciplinary partners and senior stakeholders.
My role heavily focused on moving from 'insight to impact' by facilitating ideation and prioritization workshops that aligned stakeholders at all organizational levels around a unified vision. By leveraging iterative testing and journey mapping, I refined concepts into high-polish, implementation-ready deliverables that optimized touchpoints and improved outcomes across Australia’s most critical sectors.
University of Technology Sydney (UTS),
Sydney, NSW, Australia
—
Design Studies Lecturer and TutorMarch 2019 - Nov 2021
As an academic practitioner, I guided students in developing a deep understanding of design frameworks and methodologies. By combining theoretical concepts with practical insights, I helped them view design as a strategic discipline for solving complex problems and turning ideas into innovative solutions. Through mentorship, I supported students in critically analysing, conceptualising, and refining transformative design interventions.
Design Education
Massey University,
Wellington, New Zealand
—
Bachelor of Design BDes(Hons)March 2010 - Nov 2014
Bachelor of Industrial Design with first class honours, minoring in fashion and textile design.
Rhode Island School of Design,
Providence, RI, USA
—
Summer SchoolAugust 2016 - October 2016
Athletic footwear concept creation summer school.
Linnaeus University,
Vaxjo, Sweden
—
Oversease exchange Aug 2012 - June 2013
Semester abroad in the design + change sustainability program
Design Awards
Good Design Award | 2022 Winner
Design team of the year
Banksia Sustainability Award | 2022 Winner
NSW large business transformation award
Good Design award | 2021 Winner
Port Authority of NSW’s Sustainability Plan
James Dyson award | 2015 Finalist
Graduation project; Top 3 National finalists
NZ Best awards | 2015 Finalist
Graduation project awarded finalist in the Product design student category
Design team of the year
Banksia Sustainability Award | 2022 Winner
NSW large business transformation award
Good Design award | 2021 Winner
Port Authority of NSW’s Sustainability Plan
James Dyson award | 2015 Finalist
Graduation project; Top 3 National finalists
NZ Best awards | 2015 Finalist
Graduation project awarded finalist in the Product design student category