Writing
Things I've written
A few pieces on how design, strategy and organizations fit together. Each one links out to where it lives, on Medium or LinkedIn.
Design as Strategic Capability
Great products still fail without service design, and keeping Product Designers out of strategy conversations is a costly mistake.
We reward fixing problems far more than preventing them, and that bias is a big reason organizations undervalue design.
Leadership & Culture
Why we built a leadership program for designers in-house instead of buying one off the shelf, and what six months of practicing facilitation, feedback and storytelling actually changes.
The customer-facing change is the easy part, and the only part that gets a press release. The real work happens upstream, in org charts, funding models and incentives that were never built to reward prevention.
Systems Thinking, AI & Public Impact
For an established organization, the real value of service design is less about a nicer experience and more about reducing risk. AI speeds up the analysis, but someone still has to map the whole system first.
Coordinating customer experience across 45 city divisions, on a public budget and under public accountability, is harder than it gets credit for. It's a systems problem, not a UI one.