Meet Your New C.I.O.

Here are the three pillars of my career in innovation, with highlights from my resumé.

​​​

SERVICE DELIVERY 

I make things happen. ​​​

• Inspired by the success of a design project that I piloted in a hospital with a nurse practitioner, I built a nonprofit that connects poets with healthcare workers around the world to help improve communication and fight burnout. It's currently in its seventh year of double-digit growth.

• I've coached dozens of healthcare workers to use a design thinking approach for innovation projects, chiefly at Johns Hopkins Sibley Memorial Hospital. These 68 postcards from the field tell some of the stories.

• I'm highly skilled in behavioral science and the art of change implementation, which I spoke about in my keynote talk at Berlin's Service Experience Camp conference. 

• Two of my published games have become bestsellers: BrainSpin and Dumb Questions to Ask Your Friends, which has a 5-star rating on Target and Amazon.

​

EXPERIENCE DESIGN 

Intentional experiences are my bread and butter.

• In my course on Innovative Thinking for grad students at the University of Maryland, I share many world-building examples from my career as an experience designer.

• Every detail of operations for my nonprofit, The Good Listening Project, was an opportunity to build our culture and community. Onboarding has always been a special passion of mine, for example, so our Listener Poet's Handbook for Working was the first thing our new hires ever received in the mail from us (along with official "We Are the Listener Poets" stickers and other congratulatory swag). 

• I've got a deep, longstanding passion for user research that drives change. Here's a video training on discovery interview skills that is used widely for hospital staff and researchers.

• Meetup groups I've led and/ or co-founded include Design Thinking: DC; Healthcare Experience Design | DC; and DC Graphic Facilitators.​

 

COLLABORATIVE LEADERSHIP 

Facilitating high-performing teams is my strength.​​​

• I co-founded The Good Listening Project, a nonprofit that supports psychological safety in healthcare, and led it for five years. As executive director, I championed a collaborative governance model and doubled revenues every year.​​​

• While co-directing the Innovation Hub at Johns Hopkins Sibley Memorial Hospital, I built the first design internship program there. It was a massive force multiplier. You can find many of my former interns' testimonials on my LinkedIn.

• I'm trained in agile and predictive project management, and have years of experience with both. My Project Management Professional (PMP) certification is current through January 2028.​​​

 

I'm proud to say I've learned from getting things wrong, too. Here is my failure resumé.