Innovation & Design
Helping public institutions modernize complex services through human-centered design, organizational leadership, and responsible AI. 15+ years partnering with courts, government agencies, nonprofits, and higher education to lead teams, secure funding, and turn research into implemented, sustainable technology-enabled services.
What I do
I am a service design leader who helps public institutions modernize complex services through human-centered research and design, organizational strategy, and responsible AI.
My work spans research, leadership, and organizational capability building, helping governments not only redesign public services that are equitable, implementable, and sustainable, but also strengthen the teams, processes, and technologies that sustain them. Throughout my career, I have led multidisciplinary teams, built service design capabilities, developed graduate programs, mentored emerging leaders, guided enterprise technology modernization, and advised executive leaders on digital transformation. My work combines service design, organizational strategy, and responsible AI to help institutions modernize technology-enabled services while building the internal capabilities needed to sustain change. I enjoy building environments where people, processes, and technology work together to create lasting positive impact.
Start with the people most affected
Every project begins with listening to the people navigating the service, the frontline workers delivering and supporting it, and the system actors accountable for it. I use a range of methods and select the right combination for the research questions at hand.
Reduce the potential for harm
Many of the populations I design for are navigating systems at moments of crisis, fear, or vulnerability. I apply a trauma-informed ethical tech design framework that considers not just usability but safety, trust, dignity, and the potential for harm at every design decision point.
Design for the full experience
Government services rarely fail at a single touchpoint. I map the full experience to identify where systems break down and where redesign will have the greatest impact. I also surface and leverage bright spots to amplify what is working across the system.
Work within real constraints
Solutions that can't be implemented don't help anyone. I co-create human-centered recommendations with community members and government partners that are technically feasible, policy-compliant, and sustainable into the future.
Transforming Public Services
Learn more about my work in Projects.