Build new services.
Bridge silos.
Work your values.
I facilitate change in the public interest.
Service Experience | Digital Transformation | Strategy and Operations
Laura Blumenthal
she/her
San Francisco Bay Area
Résumé
About LB
I’m a social impact service designer, relational leader, and strategic operator. I view my role as being an advocate for people over process.
I work on efforts to enable more of us to live full, fulfilling lives—now, and in the future. My experience making change within complex systems includes partnerships with small businesses, philanthropy, nonprofits, corporations, community organizations, and government.
I’m at my best facilitating teams through ambiguity—helping groups align on goals, build a roadmap to get there, and set up governance structures.
I distill diffuse data and learning into visual maps and narratives that drive decision making.
I embed co-design and feedback loops into planning and delivery, so we manage risk while we build will for change.
And I create scalable systems where there aren’t any to strengthen team capacity and sustain the work.
Outside of work, you’ll find me with family, supporting mutual aid efforts, dancing to Latin grooves, and dabbling in art projects. I’d love to hear from you!
I work with teams to build more just, resilient services.
Ways I can help your team:
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I help teams define a shared future that is rooted in people’s needs. We then collectively create, prototype, test, implement, and maintain changes in your dependent systems.
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For teams that already know the experience you need to deliver, I help align the back-end operations to realize the desired front-end experience.
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I work with teams to visually document existing processes, and uncover opportunities to de-silo and streamline your workflows.
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I coach leaders on how to embed co-design and shared decision making into your organizational culture—from hiring, to worker ownership, to defining business priorities, to scoping bids, to designing services.
My approach is relational, rigorous, and resolute.
I facilitate change by partnering with people at all levels of a system—from customers to the C-suite, and direct service staff to regulators.
I partner with people across functions, sectors, and position:
Clients facing systemic barriers to services and enfranchisement
Chief executives and senior leadership
Frontline service staff
Policymakers, regulators, and legal counsel
Small business owners
Technologists
Operations and program staff
Philanthropic leaders and investors
Advocacy groups and coalitions
From my own cross-disciplinary experience, I know we need many kinds of expertise to deliver equitable, sustainable services.
My toolkit is strategic, analytical, and operative.
Research
Behavioral analytics
Contextual/field studies
Market research
Interviews and Surveys
Service prototypes and usability testing
Service Design
Visual concepts and storytelling
Mapping journeys, services, information architecture, and process
Interactive, strategic alignment and co-creation workshops
Delivery
Product / project management
Metrics definition and sourcing
Roadmapping
Strategic planning
Team leadership
Operations
Standards and SOPs
Playbooks
Templates
Training