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 at (then later run) the International Organizations MBA at the University of Geneva. It was there that I met Professor Emmanuel Fragniere, who changed the trajectory of my life by introducing me to service design -- beginning a friendship and collaboration that lasts to this day.

Two threads run through everything I do. The first is that there is a clear business case for inclusion -- which is why I was a member of Citi's Inclusive Design Council and served on the Citi Disability resource group's Steering Committee. The second is the value of teaching, both at the School of Visual Arts and every organization I have ever worked for.

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