Approach

I facilitate change by partnering with people at all levels of the system—from customers to the C-suite, and direct service staff to regulators.

While my cross-disciplinary education and career isn’t common, it suits systems change work beautifully. I have learned that we need many kinds of expertise to create equitable and sustainable services.

I’ve had the privilege of partnering closely with a wide spectrum of people:

  • Clients facing systemic barriers to services and enfranchisement

  • Chief executives and senior leadership

  • Direct service staff

  • Policymakers

  • Small business owners

  • Technologists

  • Administrators and program staff

I believe we can make systems better through relationships, rigor, and resolve.

How I do this in practice:

  1. Form reciprocal relationships and share leadership.

  2. Honor past work, lived expertise, and the broader context.

  3. Collectively define success and address risks.

  4. Tell visual stories through data and resource our blindspots.

  5. Work together to co-create and change the status quo.

  6. Learn and adapt continuously.

  7. Grow capabilities and set up reusable systems.

  8. Transform the culture while we work.

My toolkit is strategic, analytical, and operative.

Service Design

  • Alignment and ideation workshops

  • Journey, service, and process mapping

  • Information architecture

Strategic Delivery

  • Product management

  • Metrics strategy

  • Roadmapping

  • Team leadership

Research

  • Behavioral analytics

  • Contextual inquiry

  • Market research

  • Interviews and Surveys

Operations

  • Research operations

  • Playbooks

  • Templates

  • Training

Contact me