Service and user experience design for technology, research, and innovation.

Case Studies

Service Design Strategy for Federal Zero Trust Integration

Zero Trust is a countercurrent to traditional perimeter-based security practices. Published CISA guidance helps us get better at employing...

Engage users where they are with omnichannel service design strategy

How a user-centered, multimedia, B2C service strategy doubled the number of new leads and increased existing engagement ten-fold. ...

Grow engagement with integrated customer experience journeys

How a CRM, marketing email automation, and go-to-market toolkit redesign increased sales and user engagement & retention by 50%....

Special Projects

Experiential @2:50 ten-minute daily mindfulness practice

Almost everything works better again if you unplug it for a bit, including your mind. In order to operate at optimal levels as a service designer, to empathize, and to remain present with human and complex challenges, I maintain a regular daily mindfulness practice. I...

Peculiar Produce – The Alphabet Book

Peculiar Produce presents opportunities to learn about uncommon foods and discover the names of children from different cultures. With its alliterative text and aspirational vocabulary, the book encourages discussion around variety in fruits and vegetables while...

Gratitude_x – How gift economy influences learner attitudes in a massive open online course

Massive Open Online Courses or MOOCs have grown in membership and influence since their introduction at the beginning of the 21st century. Research on these courses and their communities has focused primarily on learning outcomes for participants and economic...

Designers see the future – to find insights

Originally published at MassArt Design Innovation (updated here) Designers see the future, specifically when surfacing insights. Seeing the end is a multi-step process for the designer, forming wisdom from the body of research about midway. It's hard. I pace around...