• Service Design
  • Customer Experience
  • Interaction Design
  • Design Research

Through creative design research, an unusual understanding of business needs for a designer, and strong facilitation skills, I bridge the gab between design, operations, and product to build and improve service businesses.



Bachelor of Fine Arts, Savannah College of Art and Design, Savannah, GA

  • Major: Service Design
  • Concentrations: Interaction Design and Industrial Design
  • Summa Cum Laude


March 2015-Current

Senior Designer, Member Experience, Collective Health, San Mateo, CA

Sept 2013-March 2015

Interaction Designer, Cooper, San Francisco, CA

  • Built service and customer experience offerings
  • Designed user interfaces for clients in a variety of industries, including consumer financial services, HR software, data analytics, and healthcare
  • Conducted formative design research in a variety of work and home settings
  • Modeled target personas and scenario
  • Provided design training through Cooper U and corporate coaching
Oct 2011-Aug 2013

Experience Designer, Moment Design, New York, NY

  • Designed iPhone, iPad, and web applications for clients in healthcare, banking, private wealth management, and regulated manufacturing
  • Conducted field and desk research
  • Modeled and promoted service design approaches to improve project outcomes and inform sales
  • Co-authored proposals and project plans for pitches and work extensions
April-July 2011

Service Design Intern, Philips Design, Medical Systems Team, Andover, MA

  • First service designer on medical systems team, charged with installing and demonstrating service innovation processes
  • Created and facilitated service design workshops to teach service methods and expose new service opportunities
  • Designed and ran co-design sessions to test new service evidence for Philips Lifeline
  • Prototyped new touchpoints and developed release roadmaps for meeting service experience and business goals
April 2008-September 2010

Lead Jump Start Assistant, SCAD, Savannah, GA

  • Collaborated on the creation, development, and implementation of a program to assist students with disabilities in the transition to campus and college responsibilities
  • Trained all new Jump Start assistants and enabled team success
  • Work resulted in retention rates and average GPAs of participating students exceeding those of non-disabled peers and vastly out performing national averages for students with disabilities
June-Aug. 2010

Experience Design Summer Associate, Moment Design, New York, NY

  • Crafted strategy and initial concepts for financial media mobile apps
  • Designed a service ecosystem for an outpatient chemotherapy support service to improve patient outcomes
  • Body-stormed initial concepts to convey needs and concept to outside stakeholders
  • Created design documentation including: wireframes, service blueprints, service ecologies, experience prototypes, final concept video, and a capstone brand personality workshop, to move the project forward to the next stage
June-Aug. 2009

Interaction Design Intern, EightShapes, LLC, Fairfax, VA

  • Contributed to design strategy development for clients
  • Created design documentation for Fortune 500 clients
  • Designed wireframes for enterprise level web applications
  • Assisted in facilitation of design studio workshops
  • Conducted research on collaboration tools to support current business practices
June-Aug. 2008

Interaction Design Intern, AptMedia, Inc, Silver Spring, MD

  • Created documentation and visual designs of interactive dynamic kiosks and websites
  • Facilitated contextual inquiry sessions
  • Aided in the development of firm strategy and rebranding
  • Worked with developers to ensure product quality
  • Participated in client meetings
January 2003—February 2007

Lead Assistive Technology Consultant and Owner, TechLD.net, LLC, Washington, DC

  • Developed and delivered workshops and conference presentations for education and assistive technology professionals, and delivered numerous published presentations at national conferences
  • Advisor and consultant to grants, assistive technology manufacturers, and K-12 through post-secondary educational institutions
  • Provided assistive technology solutions and advocacy to the Washington, DC metro area
  • Designed all original TechLD.net materials and web presence


Event organizer and a founding member of Service Design Network NYC

IxDA Interaction11 Student Competition, Runner up

2011 SCAD Student Leadership Award
In 2012, the annual "Izac Ross Student Leadership Award" is bestowed

Assistive Technology Consultant & Owner of TechLD.net 2002-2006
Delivered numerous published conference presentations, contributed to grant projects, and serviced a large client base



  • Design research
  • Co-design and participatory design methodologies
  • Service blueprinting and visualization
  • Business model creation
  • High degree of knowledge of enterprise technology and database structure
  • Business process design
  • Rapid experience prototyping
  • Wireframing and digital prototyping
  • Usability and enactment evaluation
  • Concept video production
  • Adobe Creative Suite: InDesign, Fireworks, Illustrator, Photoshop, Flash Catalyst
  • Basic knowledge of HTML and CSS
  • Working knowledge of Arduino and web standards