I am interested in service design, complex systems, post-capitalism and dancing.
I've shared my work on designers as the new cartographers at Service Experience Conference, Midwest UX and the Service Design Network Global Conference.
I’ve also been exploring the idea of accessibility and inclusion in service design, presenting at the 2017 A11yTO conference.
At SXC 2017, 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. The Online Account redesign I contributed to is live if you want to check it out.
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. 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 few 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 for applying the heuristics.
I'm passionate about supporting the next generation of designers, and currently teach 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.