VP, Head of Design, Financial Services, Capital One, Dallas, Texas
July 2017 – present
Providing design leadership and direction to the Financial Services division. Responsible for developing and accessing design capabilities of a 50-person design team across four lines of business, and establishing a tranformative customer experience mindset and practice.

  • Instrumental in developing and rolling out the changes to the customer experience and management system. Brought journey mapping, storyboards, and service blueprints as core tools to understand and support customers, define the North Star for the business, and articulate both the customer facing and operational processes required to achieve the vision of each experience. Providing training and coaching for leaders across the division.
  • Directly supporting two lines of business, Dealer and Consumer Auto, lending design expertise and direction to the executive leadership, and being an advocate for the customer and design. Helping executive leaders better understand design capabilities and value. Instilling a POV of understanding the problem before jumping to a solution, defining journeys and flows before drilling into features, and engaging with customers with the right methods at the right time to get the best results.
  • Ongoing development and articulation of capabilities, processes, skills, tools, and methods required to support evolving design needs within the division and instilling a customer-centric mindset and make to think/test to learn mindset
  • Managing external vendor engagements to meet business needs and objectives
  • Supporting community engagement and the visibility and notoriety of Capital One and Capital One’s design team
  • Continuing team education by bringing in external trainings: Duarte Storytelling; More than Metrics/Smaply Journey Mapping
  • Supporting development and direction of the larger Capital One design team through interaction an engagement with the senior leadership team
  • Providing guidance and support for the Service Experience Conference.

Head of Design, Financial Services, Capital One, Dallas, Texas
May 2016 – July 2017

Senior Design Director, Adaptive Path @ Capital One, San Francisco, Calif.
October 2014 – May 2016
Adaptive Path was acquired by Capital One in October 2014.

  • Establishing new service design enagement models between Adaptive Path and Capital One lines of business and design teams
  • Directed design teams and provided consulting and training to various Capital One businesses, including Capital One Cafes, Small Business, Investing, and Mortgages
  • Built 12-person design team, including hiring a director, for Capital One’s home loans business
  • Continued to direct Adaptive Path’s Service Experience Conference

Design Director, Adaptive Path, San Francisco, Calif.
August 2011 – October 2014
Provided design leadership and development of the service design offering. Led and directed project teams. Managed and mentored designers. Developed and maintained strong relationships with clients. Scoped projects and ensured quality deliverables that exceeded client expectations. Facilitating executive teams. Speaking at global events. Teaching and training through workshops. Managing internship program.

  • Led and directed three-year service design project that increased customer satisfaction, reduced service cycle times, and established service changes estimated to save more than $40 million
  • Established and directed Adaptive Path’s Service Experience Conference
  • Trained more than 600 people worldwide in core service design methodology through Adaptive Path’s teaching events and trainings

Interaction and Service Designer, Adaptive Path, San Francisco, Calif.
April 2010 – August 2011
Led strategic multi-platform media visioning project for international telecom client. Provided strategic direction and consulting for Canadian financial services company. Established strategy and guided design and launch of tablet, mobile, and web photo-sharing startup.

Senior Designer Nokia, San Francisco, Calif.
August 2008 – April 2010
As part of Nokia Design, brought a service design and interaction design mindset to projects aimed at defining new services, experiences, and business opportunities. Subject areas included social networking, health care, commerce, augmented reality, voice UI, and product interaction.

Interaction Designer Intern Adaptive Path, San Francisco, Calif.
May – August 2007
Performed design research and concept generation for an eight-week project focused on the diabetic experience.

Consultant, Founder Yum Yum Web, Pittsburgh, Pa.
Mar. 2005 – Sept. 2007
Designer for several projects and ongoing maintenance for clients, including the International Transplant Nurses Society and the Manchester Bidwell Corporation.

Web Development Specialist University of Pittsburgh, Pittsburgh, Pa.
Aug. 2003 – June 2006
Lead developer for the university’s web team. Built pitt.edu, School of Engineering, and 20+ other sites. Generated content maps, page description diagrams, and wireframes to support user-centered design.

Web Developer, Editor EEI Communications, Alexandria, Va.
Feb. 2002 – Jan. 2004
Contract developer for various websites, including American Institute of Architects, and editor for outsourcing contracts, primarily for Computer Sciences Corporation.

Freelance Web Designer
Sept. 2001 – Mar. 2005

Web Producer Rocketworks, Gaithersburg, Md.
Mar. 1999 – Sept. 2001
Managed two-person team, created and managed content, and performed front-end development for Internet startup.

Reporter Exchange/Monitor Publications, Washington, D.C.
Sept. 1998 – Jan. 1999
Wrote for Weapons Complex Monitor, a weekly newsletter devoted to providing intelligence and inside information on D&D cleanup and waste management within the Department of Energy’s Nuclear Weapons Complex.

Reporter United Press International, Washington, D.C.
June – Sept. 1998
Wrote wire stories for the Washington editor, including the Monica Lewinsky hearings.


Instructor Souther Methodist University, Dallas, Texas
January – February 2018, May 2017 – June 2017
Taught a Customer Experience Design course, introducing students to core tools and methods of service design.

Instructor Carnegie Mellon University, Pittsburgh, Pa.
Aug. 2007 – May 2008
Taught Basic Interaction (Spring 2008) to HCI undergraduates. Taught Intro to Design Computing (Fall 2007), a required course for IxD graduate students.

Community Engagement

Principal, Management Team – 2012 to present
Service Design Network

Service Design Network Conference – San Francisco 2011

Planning Board
Service Design Network Conference – Cambridge 2010

Touchpoint: the Journal of Service Design, 2009

Planning Board, MC
Service Design Network Conference – Madeira, Portugal 2009

Planning Board, MC
Service Design Network Conference – Amsterdam 2008

Emergence Conference – Exploring the Boundaries of Service Design 2007


Method and apparatus for monitoring adherence to prescribed regimens
US 20120066140 A1
A social service platform to monitor adherence to prescribed regimens.

Diabetes Management System
US 20090221890 A1
In one embodiment, a diabetes management system comprises a glucose monitoring system, a pump system, and a remote device.

Remote control device for a diabetes management system
US D623753 S1

Soft shell for a diabetes management system
US D633200 S1

Speaking Engagements

Service Design Network Conference
How I Learned to Stop Worrying and Give Service Design Away
November 2-3, 2017 in Madrid, Spain

Service Experience Conference
How I Learned to Stop Worrying and Give Service Design Away
October 23-24, 2017 in San Francisco

Productized Conference 
Keynote Speaker, So You Want to be a Service Designer
October 21, 2016 in Lisbon, Portugal

UXI London
Service Design & Interaction Design (workshops)
September, 2016 in London, UK

Service Design Network Conference Japan
Keynote Speaker
January 23, 2016 in Tokyo, Japan

Service Experience Conference 2015
Master of Ceremonies
November 16-17, 2015 in San Francisco

Service Design Network Conference Taiwan
Keynote Speaker
October 23, 2015 in Taipei, Taiwan

International Design Congress
Panel Moderator
October 19-20, 2015 in Gwangju, Korea

UXI Denver
Service Design & Interaction Design (workshops)
October 7-8, 2015 in Denver

Service Design Network Conference
Panel Moderator
October 2-3, 2015 in New York

UXI Dublin
Service Design & Interaction Design (workshops)
May 13-16, 2014 in Dublin, Ireland

IxDA Dublin
5 Things I Wish I Knew – A Service Design Journey
May 12, 2014 in Dublin, Ireland

Service Experience Conference
5 Things I Wish I Knew – A Service Design Journey
October 3-4, 2013 in San Francisco

UX Week 2013
Designing for Multi-touchpoint Service Experiences
August 20-23, 2013 in San Francisco

UXI Berlin
Service Design (workshop)
April 17, 2013 in Berlin, Germany

Managing Experience Conference 2013
Designing for Multi-touchpoint Service Experiences
March 3-4, 2013 in San Francisco

Service Design Network Conference – Paris
Pollinating Business Culture with SX
October 31, 2012 in Paris, France

UXI Atlanta
Service Design (workshop)
October 17, 2012 in Atlanta, Georgia

UX Week 2012
Service Storming and Dragon Lines
August 22-23, 2012 in San Francisco

UX Lisbon 2012
Mapping the Journey: Experience Beyond the Screen
May 17, 2012 in Lisbon, Portugal

Think + Drink @AECOM
Feel It, Tell It, Make It:
Shaping service experience by design
May 10, 2010 in San Francisco

UXI Amsterdam
Service Design (workshop)
April 26, 2012 in Amsterdam, The Netherlands

San Francisco’s Global Service Jam challenge
Co-host and Judge
February 24–26, 2012 in San Francisco, California

Design by Fire 2011
Interaction Design Beyond Screens
This is Service Design (workshop)
in Utrecht, The Netherlands

UX Week 2011
This is Service Design (workshop)
in San Francisco

Interaction Design Beyond Screens
July 21, 2011 in Seoul, Korea

Computer-Human Interaction Forum of Oregon (CHIFOO)
Interaction Design in a Service Economy
May 4, 2011 in Portland, Oregon

The State of Service Design
April 15, 2011 in Seoul, Korea

San Francisco’s Global Service Jam challenge
Co-host and Facilitator
March 11–13, 2011 in San Francisco, California

MX 2011
Why Service Design Isn’t User Experience Design
March 5, 2011 in San Francisco, California

Service Design Network Conference 2010 – Berlin
Selling Service Design
in Berlin, Germany

From Product to Services
September 4, 2010 in Seoul, Korea

UX Week 2010
From Products to Services: A Service Design Crash Course
August 26, 2010 in San Francisco, California

Interaction 10
Service Design: an Interaction Design Perspective
February 5, 2010 in Savannah, Georgia

SexTech 2009
Designing a Mobile Service to Improve Youth Adherence to HIV Medication
March 22, 2009 in San Francisco, California

Service Design Network Conference 2009
Learning from Failure (workshop)

Service Design Network Conference 2008
Don‘t get out of range – Service Design in mobile communication (workshop)
November 26, 2008 in Amsterdam, The Netherlands