Design. Poetry. Soccer. Cake. Beer.

If you want to strike up a conversation with me, one of these will work.

Speaking and Training

As a global thought leader in service design, I speak frequently at conferences and have facilitated trainings at events around the world. Reach out if you’re interested in having me join your event.

Teaching and Talking Service Design at #Productized16 in Lisbon

While only in its second year, I was really impressed with the Productized conference in Lisbon. I was there to run a four-hour Service Design Crash Course workshop and give the closing keynote, titled So You Want to be a Service Designer. I have run 14 conferences,...

Themes from Service Design Network Conference New York

The seventh annual Service Design Network Conference took place in New York on October 2-3, 2015, hosted at Parsons The New School. As a principal of the network, and the head of the SDN event board, I played a role in organizing the conference, moderated the opening...

Sincerely, Chief Operating Officer

I realize companies want to know how they're doing and want feedback to improve their services. But I'm getting a little tired of the many post-interaction requests for feedback. I'm sure they'd "love" to hear from me. But after I analyze the content, language,...

Brewing Beer since 2011

I started brewing beer after my wife bought me the Brooklyn Brew Kit for Christmas. Since then, I’ve made numerous batches of various kinds in my apartment in San Francisco, then home in Dallas, and now apartment in New York City. View some of my first experiences.