Résumé

Experience

Design Director, Adaptive Path, San Francisco, Calif.
August 2011 – present
Providing design leadership and defining the service design offering. Leading and directing project teams. Managing and mentoring designers. Developing and maintaining strong relationships with clients. Scoping projects and ensuring quality deliverables that exceed 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 the company more than $40 million. Chaired Adaptive Path’s first Service Experience Conference.

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.

Community Engagement

Management Team – 2012 to present
Service Design Network

Co-chair
Service Design Network Conference – San Francisco 2011

Planning Board
Service Design Network Conference – Cambridge 2010

Editor
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

Director
Emergence Conference – Exploring the Boundaries of Service Design 2007

Patents

US Patent D623,753 Remote control device for a diabetes management system – In one embodiment, a diabetes management system comprises a glucose monitoring system, a pump system, and a remote device 09-03-2009

US Patent D633,200 Soft shell for a diabetes management system

Teaching

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.

Writing


This Is Service Design Thinking
Contributing author

Speaking Engagements

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 Day (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 Day (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 Day (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

SIGUX Seoul
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

SIGUX Seoul
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

SIGUX Seoul
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