Service Design
My experience in service design spans several industries—insurance, retail, telecommunications, and Medicare.
I am currently a senior service designer at Humana focused on delivering better Medicare experiences to Members across the country.
Outside of day-to-day service design, I mentor career-transitioning designers and students to help build the service design community of practice and fill my cup.
Project Narratives
Implementation of a cybersecurity consultation service for SMBS
Working with an innovation team to define and build a minimum viable experience from scratch — experience definition, capability identification, and orchestrating development to launch while maintaining experience intent.
North-star Vision and near-term experiments for a retail merger
Bridging a high-touch in-store experience with a newly acquired e-commerce platform — envisioning and piloting omnichannel experiences that leverage the best of both worlds.
Scaling a Medicare shopping experience to grow owned-channel sales
Taking a digital shopping experience from a limited pilot to all markets — redesigning for renewing members, orchestrating across product, engineering, and operations as it scaled.
Other Projects
Insurance:
Leading a team to define, design, experiment, and launch a service to disrupt the roofing industry and stop predatory storm chasers.
Defining the vision for how Independent Agents can generate rental insurance leads through a low-touch online platform in a sales ecosystem that is highly manual.
Telecom:
Defining the vision for an effective low-touch, unassisted, end-to-end experience for an entertainment content aggregation service and a plan to evolve the experience over time.
North-star vision and implementation strategy for a proactive WiFi issue detection and resolution experience. Explore
Near-term re-imagination how business customers move telecom services and devices when relocating their business. >> Explore
My Toolkit
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Facilitation shows up differently depending on what the work needs — from running a full co-design session to a quick conversation to align on priorities before the next phase.
Examples where I apply this skill: Service blueprinting, Evolution planning, Idea generation, etc.,
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Visual and verbal stories are integral to making information accessible and tangible, allowing stakeholders (internal and external) to respond and provide input.
Examples where I apply this skill: Journey mapping, ecosystem mapping, storyboarding, visualizing concepts on the go while facilitating, etc.,
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Design, planning, and execution of various types of qualitative research including behavioral, evaluative, and summative research to uncover meaningful insights that drive decision-making.
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Teaching and coaching others to do design is an integral skill in growing and sustaining human-centered approaches in the organization.
I have experience teaching service design methods in the form of workshops, as part of workshops, and in an academic and corporate setting.
A key part of my work is teaching and coaching others to do service design work and building these capabilities while doing the work – at times this has been explicitly the demand of the project, and in other times it’s more out of necessity.
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Taking services from vision to implemented realities is a whole different beast, and a space I am passionate about. I have experience working with organizations to bring services of different sizes and scope to market, either in the form of experiments or minimum viable services.
My experience includes cross-functional capability identification and definition, orchestration of implementation efforts, ensuring cross-functional alignment, translation of the vision to execution teams while maintaining design intent, and summative research for design upkeep and improvements.