I design consumer experiences and help companies apply Design Thinking to their challenges. Whether that's in delivering a message, building a relationship, or enabling a great service experience, I am adept at working within complex organizations to affect change. I use a broad spectrum of tools from my experience in service design, UX, visual design, interaction design, and communication design. I'm currently focused on applying my expertise in experience design and collaborative design to healthcare innovation.
Customer Experience Practice Lead & Managing Creative Director
2011 - Present
Our Customer Experience offering engages with clients to imagine, design, and implement end-to-end service and product experiences that happen across digital and non-digital channels, and between customers and frontline staff.
We use strategy and consumer insights to deliver business value and support customer needs through finely tuned brand interactions that generate engagement and loyalty. We employ user-centered design and participatory design methods, and work collaboratively with cross-functional client teams to promote organizational innovation and change.
As Customer Experience Practice Lead, I am responsible for developing and growing the offering; maintaining and communicating our vision and value proposition within Sequence and to our clients; developing market opportunities that lead to new accounts and drive revenue; building and managing client relationships; staff growth and development (particularly in the realm of service design and design research); defining our approach and processes; scoping, budgeting, planning, leading, and executing design projects with an intradisciplinary team.
In my 20+ years as a designer, I have acquired expertise in a number of disciplines, including service design, design strategy, interaction and interface design (UX), environmental design, and graphic design. I plan and lead workshops for design thinking and innovation training.
Currently, I am focused on designing innovative healthcare experiences, and have expertise in retail experience design for apparel, electronics, and grocery brands. My client list includes global, Fortune 500 retail and medical companies –– many of which I'm under contract to not speak about. ; D
Smart Design, Hot Studio, TripIt
2008 - 2011
I consult with companies as a creative director, design director, or project lead on strategic engagements that build brands through experience design, visual communication, brand voice, and user interface. The projects I work on span everything from strategies and guidelines for branded interactive experiences to software and mobile GUI and website design. My role on projects is equally diverse, and includes design direction and team management, as well as creating interaction design and visual design solutions, right down to the styleguide. Clients include: Smart Design, Hot Studio, MetaDesign, Sequence, TripIt
Design Director, Interaction Design
2007 - 2008
MetaDesign creates identity systems, design strategies, and digital interfaces that produce business value. I was responsible for design solutions that involved brand strategy, communication strategy, and interaction design for digital products and services. In addition to managing the interaction design team, I led multi-disciplinary project teams that included: visual designers, interaction designers, content strategists, writers, design technologists, researchers, and project managers. Also, I looked after the professional growth of staff as well as the success of client relations, and participated in project planning, proposals, and business development. Clients include: DIRECTV, Samsung, Fujitsu, Johnson & Johnson, Ripple
World Traveler & Travel Blogger
2005 - 2006
In 2005, I hit the road with a backpack and traveled all over Asia for 13 months. I spent time in India, China, Vietnam, Cambodia, Thailand, Laos, Burma (Myanmar), and Indonesia. During this time, I maintained a travelogue and blog I'd set up in 2004 — this was before travelogue template and community sites proliferated the Internet. This amazing trip launched my travel writing vocation. Travelogue: www.destinationtbd.com
Method, Smart Design, Hot Studio
As a design consultant, I worked with design agencies and their clients to build compelling online brands and digital products. Services offered: creative direction, visual design, and interaction design. Clients include: Method, Smart Design, Hot Studio, Active Ingredients, Bridge Design
Digital Media Designer
Frog Design solves complex business problems with a holistic multidisciplinary approach, integrating strategy, product design, digital design, and branding. A designer in the digital media group, I worked closely with clients to develop branded user interface solutions for software applications, which included interaction design, visual design, and the development of guideline libraries. Clients include: Hewlett Packard
Small Pond Studio / Liquid Agency
2000 – 2004
Liquid Agency / Small Pond Studios offered comprehensive design services including internet and brand strategy, corporate identity and collateral, web design and development, and user research. Responsibilities included concept development and design direction of web sites, flash product demos, identity systems, and marketing collateral for both existing and new brands. In 2003, Small Pond Studios was acquired by Liquid Agency. Clients include: AvantGo, Blue Shield of California, Danger, Deloitte Consulting, Gymboree, Schwab Learning, Vinfolio, Visa, and Wells Fargo
Designer, Environments Group
1996 – 2000
IDEO creates products, services and environments for companies pioneering new ways to provide value for their customers. I was in charge of content development and visual / interaction design components for large scale, commercial environments. Responsibilities included client management, content development, visual and interaction design direction and production of environmental graphics, interactive exhibits, and printed materials. Clients include: AAA of California, Amtrak, Hewlett Packard, Kodak, Steelcase, Xerox
Kate Keating Associates
1995 – 1996
At Kate Keating Associates, I worked on large scale environmental design projects that included wayfinding and exterior / interior signage systems. Projects included hospitals, courthouses and other civic buildings, parking structures
Completed as part of my design education at the University of Cincinnati
Kate Keating Associates
– Environmental Design, 1995 – 1996
Enterprise IG (formerly known as SBG Partners)
– Package Design, 1994-1995
Congdon, Macdonald, & Shear
– Corporate ID & Package Design, 1993-1994
Bachelor of Science in Design, 1995
University of Cincinnati, Ohio
College of Design, Architecture, Art and Planning