I work to shorten the distance between people and what they need.

Services are the glue that holds society together. They're how we come together to exchange value and solve problems. They're also messier than they look, and even simple-seeming problems rarely have easy fixes.

Most of my work is about making the invisible visible: the parts of a service nobody owns, the workarounds that front-line staff hacked years ago, the moment a customer quietly gives up. That means finding out what people actually experience and need, then getting everyone who runs the service to agree on what to change. When you foreground those experiences and the people who had them, real solutions can emerge.

I've been a service designer for 18 years: five in consulting and thirteen at Citi, most recently leading service design projects for US Personal Banking across 650+ branches, digital channels and contact centers. For eleven years I've taught service design in the School of Visual Arts' Interaction Design MFA program, and I still research and publish with my mentor at the University of Applied Sciences and Arts Western Switzerland (HES-SO).