What drives me

Every service someone relies on is made up of countless decisions that shape their experience long before they ever show up to use it.

My job is to make sure those decisions are made with the people who have to live with them in mind, and it is what keeps pulling me toward work where the quality of what gets designed has a direct and lasting impact on people's lives.

How I work

Research is the foundation of everything I do. Over fifteen years I have developed deep fluency in qualitative methods, from contextual inquiry and ethnographic fieldwork to co-design and synthesis.

I create conditions where people feel genuinely comfortable sharing what they are actually experiencing, and I have learned that getting to that honest place is its own discipline, one that takes as much skill as anything that comes after it.

What I deliver

I work with organizations to turn what I learn into something useful, from reshaping service experiences and defining customer strategies to building the research-backed direction that helps teams understand what needs to change and why.

Over the past decade I have led more than 40 projects across healthcare, financial services, the public sector, and enterprise technology, leading project teams and guiding clients across:

• Service blueprints and user journey maps

• Research frameworks and synthesized insights

• Strategic roadmaps and organizational direction

I work with intention, treating research as the foundation and keeping the people the work is built for at the center of every decision.