I am interested in service design, complex systems, post-capitalism and dancing.
I'm just back from sharing my work on designers as the new cartographers at Service Experience Conference, Midwest UX and the Service Design Network Global Conference.
At the SDN Global Conference, I also co-facilitated a workshop on designing relationships. We used the Relationship Model Canvas, a tool developed to explore the value exchanges in relationships.
Some of my favourite project work has been working with the Toronto Public Library, on making their services more human centred.
In 2015 I worked on the redesign of VIPorter, creating a new loyalty paradigm and designing the digital service touchpoints.
In 2014 I led the redesign of an application experience for a charitable fund.
I have co-authored an article for Touchpoint, the service design journal, about organizational barriers to aligning service design and UX. I feel really strongly that UX alone is not enough.
You can read blog articles I have written on various topics including the Service Design Toronto sessions I organize. I also frequently write about UX for Adobe.
Advocating for and making service design accessible is dear to my heart, as well as community building.
Over the past two years I have been working on the idea of service design heuristics, prototyping a set of principles for analyzing and designing services. This has included designing a workbook (which you can download) for applying the heuristics.
I'm passionate about supporting the next generation of designers, and currently mentor at HackerYou, and have developed and taught UX curricula at Humber College.
You can also watch me talk about Lessons from Classic Industrial Design for a Digital World.