Designing the systems we move through.

Trained as an architect, practiced across service design, healthcare transformation, and customer experience for 30 years.

The discipline is the same: understand how a system actually works, find where it breaks down for the people inside it, and build the conditions and touchpoints to deliver something better.

The invisible work

How people feel depends almost entirely on what they never see: the structure, the systems, the decisions made long before anyone walks through the door. Service design makes the hidden logic of a system legible, so we can get the right people to see and agree on what needs to change.

Alcon

Alcon
Fred Hutch

Fred Hutch
Wellstar

Wellstar
Fathom

Fathom