The designer who's
been in the room
My career started not in design school but in kitchens, dining rooms, and the back offices of restaurants. That's where you learn that what the customer actually experiences matters more than what you intended to deliver.
Twenty-five years of that gave me something most designers don't have: real instinct for how people behave when a service lets them down, what earns their trust, and what makes them leave.
Now I do that work at Intuit, as a Senior Service Designer and CX Strategist. I focus on the early customer journey: the first weeks when a new user is deciding, often without realizing it, whether a product is worth their time.
The work runs from behavioral research and journey mapping through service blueprinting and cross-functional delivery with product, engineering, and data science teams.
