Good service design starts with understanding real user needs, not assumptions.

I've spent my career combining rigorous user research with practical service-design methods, journey mapping, service blueprinting, co-design workshops, prototyping, to deliver digital services that work for both citizens and the organizations serving them.

I work best in environments where I can balance strategic thinking with hands-on design work. I'm comfortable leading teams, facilitating workshops with senior stakeholders, and rolling up my sleeves to create wireframes or conduct research myself. The best service work needs both, and I've spent enough years doing each to move between them without friction.

I'm particularly interested in how AI is changing service design, not as a feature to add, but as fundamental infrastructure that lets us rethink how services work. My work on Aucti demonstrates this thinking in practice.

Discovery research. Multi-audience interviews, contextual research, workshops, synthesis into personas and journey maps that decision-makers can act on. I've led discovery for federal departments, provincial ministries, and enterprise clients.

Service & interaction design. Service blueprints, end-to-end flows, wireframes and prototypes in Figma and Axure. I design for the seams between digital and non-digital, call centres, branch staff, in-person service touchpoints.

Accessibility leadership. WCAG 2.1 AA audits, standards documentation, and embedding accessibility into design processes from day one rather than retrofitting it later. I treat accessibility as a craft, not a checklist.

Design leadership. Building and leading multidisciplinary teams, establishing design systems and design ops, mentoring designers and researchers. I led a 20+ person team at Sonnet Insurance and grew Detour UX from solo practice to a 20+ person consultancy.

Many of the projects on this site involve confidential government and enterprise work. Detailed research artifacts, design files, and internal documentation are available on request with appropriate client approval.

If you're a hiring manager who needs to see deeper artifacts, please email and I'll arrange a walkthrough.