Service Designer & Strategist
From courtrooms to journey maps: shaping complex systems into services people enjoy.
I research how people actually interact with large-scale services—then design better ones. With a master’s in Service Design from SCAD and a background in law (J.D., Boston University), I bring analytical rigor and stakeholder alignment to complex organizational problems. Recent work includes designing an NFL fan-engagement ecosystem built on an 88-person survey and a 10-day diary study, alongside a Deloitte-partnered mobile strategy redesign to ease interview bottlenecks for a federal trusted traveler programs.
Currently seeking service design, design strategy, and user research roles within consultancies, agencies, and product teams tackling complex systemic challenges.
My Projects
Fantowns
Research - Strategy - Service Design
Diary Study • Blue Ocean • AI-assisted Ideation • Wizard-of-Oz Testing
An off-season engagement service for out-of-market NFL fans, from initial research to a tested business model.
SCADpro x Deloitte
Research - Leadership - Public Services
Survey & Interviews at Scale • Journey Mapping • Competitive Analysis • AI Chatbot
Co-led a 21-person team to reimagine enrollment for a federal trusted traveler program.
Transitioning into Assisted Living
Mapped the people, places, and handoffs behind one of a family’s hardest decisions.
Service Design - Systems - Healthcare
Ecosystem Mapping • Journey Mapping • Service Blueprint • Workshop Facilitation
HobbySpot
Found a gap in the marketplace and built a community service for hobbyists, from strategy to tested prototype.
Strategy - Innovation - Service Design
Business Model Canvas • Value Proposition Design • Marketplace Analysis • Roadmap
BLTN (by Multitude Insights)
Redesigned a cross-jurisdictional police bulletin-sharing app in 2 ½ weeks, addressing and correcting issues illuminated through usability testing.
UX & Interface Design - Client Work
Wireframes • Prototyping • Usability Testing • Law Enforcement