About

I'm a service designer. For the past thirteen years I've done that work inside Citi -- first building a practice that used service design to expand financial inclusion, then leading service design initiatives for Citi's US Personal Banking business: account opening, client advocacy, and the parts of a bank customers only notice when they break.

I came to this work sideways. I started in communications strategy in Washington, DC, then moved to Switzerland to study in, and later run, the International Organizations MBA at the University of Geneva. There I met Professor Emmanuel Fragnière, who introduced me to service design and changed the course of my career. We still research and publish together.

Two threads run through my work. The first is inclusion. I was a member of Citi's Inclusive Design Council and served on the steering committee of its disability employee resource group, working to demonstrate the business case for inclusion. The second is teaching — at the School of Visual Arts, and inside every organization I've worked for.

Before any of this, I cooked my way through college in restaurant kitchens, which is still the best training I've had in how a service runs backstage.

I live in Brooklyn, NY with my wife, 2 boys, and our cat George Michael.