Working with me
Service designer, Design researcher, Participatory designer and Systems thinker.
Based in NYC.
I help organizations untangle complex challenges and turn them into clear, human-centred experiences. Whether you need research to ground your strategy, a service blueprint to align your teams, or an end-to-end design partner, here is a picture of what I bring to the table.
What I do
Service Design
End-to-end design of services from discovery through to implementation ready blueprints, experience maps and operating models.
End-to-end design of services from discovery through to implementation ready blueprints, experience maps and operating models.
Design Research
Conducting interviews, focus groups and workshops. Synthesising raw qualitative and quantitative data into recommendations.
Conducting interviews, focus groups and workshops. Synthesising raw qualitative and quantitative data into recommendations.
Systems thinking
Mapping organizational processes, ecosystems, identifying leverage points for change. and building insight driven roadmaps.
Mapping organizational processes, ecosystems, identifying leverage points for change. and building insight driven roadmaps.
Participatory Design
Ideation, co-design and prioritization sessions that align stakeholders at every level around a shared vision.
Ideation, co-design and prioritization sessions that align stakeholders at every level around a shared vision.
How I work
Follow the insight
I have an iterative mindset, incorporating feedback and new information at every stage of the design process. Helping to facilitate an understanding of a system and to clarify upstream/downstream impacts of change.
I have an iterative mindset, incorporating feedback and new information at every stage of the design process. Helping to facilitate an understanding of a system and to clarify upstream/downstream impacts of change.
Transparent
My approach and way of working is inherantly participatory and collaborative. Bridging the gap between creative execution and business strategy, building trust and ensuring that every design choice drives measurable results
My approach and way of working is inherantly participatory and collaborative. Bridging the gap between creative execution and business strategy, building trust and ensuring that every design choice drives measurable results
I’m the glue
I bring together experiences across technology, data, product and design, establish a clear view of the entire offering. Bringing to light the connections, dependencies, and duplications that exist within the current service ecosystem
I bring together experiences across technology, data, product and design, establish a clear view of the entire offering. Bringing to light the connections, dependencies, and duplications that exist within the current service ecosystem
Service Design in Practice (methods)
Qualitative research
In-depth interviews and focus groups that surface the lived experiences, motivations and tensions that data alone can't reveal.
In-depth interviews and focus groups that surface the lived experiences, motivations and tensions that data alone can't reveal.
Affinity mapping and thematic analysis. Organising large volumes of qualitative data into clusters that reveal patterns, contradictions and hidden opportunities.
Ideation workshops
Structured sessions that move teams from raw insight to opportunities, building a shared vision toward action.
Structured sessions that move teams from raw insight to opportunities, building a shared vision toward action.
Insight to opportunity framin. Translating findings into clearly articulated opportunity spaces that connect human needs to organizational goals.
Co-design
Actively involving users and communities in shaping solutions, ensuring the people most affected have a genuine voice in the process.
Actively involving users and communities in shaping solutions, ensuring the people most affected have a genuine voice in the process.
Participatory design
Bringing users into synthesis and ideation, moving beyond observation to genuine co-creation of solutions.
Concept workshops
Translating research into testable concepts and pilot frameworks with measurement approaches ready for real-world validation.
Concept development and pilot building
Shaping concepts into testable pilots with defined measurement frameworks so impact can be tracked from day one.
Prioritization workshops
Cross-functional sessions that align stakeholders around a shared direction turning competing priorities into a unified vision.
Stakeholder alignment
Crafting the strategic narrative and facilitation conditions that bring diverse teams into agreement on direction and next steps.
Systems mapping & visualization
Translating complex, fragmented services into clear visual ecosystems that expose hidden bottlenecks, loops, and leverage points across your organization.
Visualizing the end-to-end ecosystem to untangle fragmented workflows, expose blind spots, and unite teams around a seamless journey.
Outcomes / Artifacts
Ecosystem and Linear Maps
Creates an easy way to tell the story of the change we were aiming for and quickly orientates people to the decisions being made. The insights and recommendations uncovered in the research underpin the maps. 
Service Blueprinting
Reveals the complexity of a service, connecting the front and back of house experience. Reveals how the various service actors interact and inform each other in the experience. 
Operating models, roadmaps and next step recommendations
Provides a visual overview of the timeline for defining, developing, delivering, and refining a service.
Vision Casting
Places the entire team in a shared vision of the future, helping us work together to set clear priorities for moving forward.
Service Design Experience
Inzovu Design Studio
Senior Service Designer
Jan 2025 – Present · Chicago, IL
Collaborating with clients to discover, define and create solutions across CX, employee experience and digital transformation. Developing research plans, facilitating ideation workshops and transforming analysis into service blueprints and experience maps.
Tomorrow Partners
Contract Service Designer
Aug – Dec 2024 · Berkeley, CA
Led a digital transformation project reimagining the Indiana Secretary of State's business services platform. Conducted statewide ethnographic research, integrated qualitative and quantitative insights, and produced service blueprints as the foundation for systemic innovation recommendations.
Major US Pharmacy
Contract Service Designer
Aug 2023 – Aug 2024 · Chicago, IL
Led end-to-end design of a first-of-its-kind pharmacy-led contraception service, from facilitating workshops and building prototypes to iterating experience maps and service blueprints toward an inclusive, accessible MVP.
Parsons School of Design
Adjunct Professor
Jun 2023 – Dec 2024 · New York, NY
Led the 'Design of Business' curriculum, mentoring students at the intersection of system dynamics, sustainable operations and design ethics.
Harmonic Design
Contract Service Designer
Nov 2022 – Aug 2023 · Atlanta, GA
Launched a ground-up cybersecurity service, trained a cross-disciplinary team in service design methodologies, and established iterative feedback loops to optimize the service through its first year.
Meld Studios
Lead → Senior → Service Designer
Aug 2017 – Sept 2022 · Sydney, AU
Five years directing engagements across transport, education and government, leading multimodal research, facilitating alignment workshops and delivering implementation-ready outputs for Australia's most critical public services.