Before founding my nonprofit, I worked as lead designer for the Innovation Hub at Johns Hopkins Sibley Memorial Hospital. Our fabulous team was dedicated to improving the experience for patients, staff, and visitors in their most vulnerable times.
Service design, also known as experience design, seeks to make the experiences of users more intentional. If you want to learn more, a great place to start is The Power of Moments, a story-filled book by Stanford's Chip & Dan Heath.
This is a video of my keynote talk at the 2018 Service Experience Camp conference in Berlin, Germany.