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

Case Studies

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 celebrates 730th consecutive day

Mar 11, 2022, commemorates two years of daily meetups and the bringing together of people from every continent for over 215,000 person/minutes of quiet reflection together. Visit at250.org for today's mindfulness. @2:50 was initiated on 12 March 2020 at MIT as a...

Peculiar Produce – The Alphabet Book

It was probably the third month of the lockdown in 2020 when an old friend reached out to say hello again. This connection was one of many I was making at the time, so it felt natural to talk about old times and propose new projects. "Old times" was Los Angeles in the...

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...