“I'm not here
to make noise.
I'm here
to make sense.”

You've reached the digital residency of:

Principal Designer
Product, Service & Experience Design

I’m an award-winning Design Principal with more than 25 years of experience across 80 companies and 14 industries. My work encompasses the entire spectrum of product, service, and experience design from product launches and design systems to enterprise research, digital strategy, innovation, and CX transformation. I leverage a systems thinking approach to connect customer needs with business priorities, surface common pitfalls, and make decisions that ensure lasting value.

CX Transformation

Connecting web, call center and field service so customers get one clear answer, every day and in every storm.

More Case Studies

Claims Service TransformationTransforming claims for customers, contractors, and employees

Enterprise Research & DesignTurning a cost center into a strategic internal capability

Rethinking Online SchedulingRebuilding vehicle service scheduling from the ground up, starting before the contract was even won

Artifacts

Patterns of Engagement

Claims Service Map

Enterprise Research Findings

Design System

Ten practice areas, one way of working.

1. 01Experience Strategy

   Define product, service and experience vision, journey, and AI-informed future states that create value and provide a clear direction.

2. 02User Research & Insight

   Expert researcher directing, collecting and distilling output into actionable insights. Leverage AI-augmented tools to create efficiencies, create confidence, and guide investment.

3. 03Product & Service Design

   Own the planning, execution and efficacy of activities and deliverables promoting the intentional delivery and positive perception of any products, experiences, enterprise platforms, and connected services.

4. 04Digital Transformation

   Collaborate with teams and disciplines to highlight needs for increased enablement, communication, and clarity across product, service, and employee experiences.

5. 05Design Systems & Platforms

   Build highly scalable and intentionally integrated component libraries, design systems, and governance models that improve consistency, efficiency, and delivery quality.

6. 06Organizational Enablement

   Align leaders, teams and cohorts by normalizing knowledge sharing, insight management and capability workshops.

7. 07Innovation & AI

   Experiment and apply generative AI, agentic workflows, and emerging technology to realize new value, speed, efficiency, and growth.

8. 08Design Ops & Leadership

   Lead multiple multidisciplinary teams, establish practical standards for consistency and throughput for digital engagement practices, executive contributor.

9. 09Accessibility & Inclusion

   Inclusive design practices that work for every user, every ability. Includes preventative measures and bias mitigation.

10. 10Measurement & Optimization

    Tracking impact and continuously improving through data and testing. Includes pretotyping and prototyping across digital and physical environments.