Industrial design and human factors.
Products, manufacturing constraints, physical interaction, observation, and the gap between design intent and real use.
About
From objects, to interfaces, to organizations.
A research practice shaped by design strategy, visual reasoning, and a systems view of how products become part of real work.
Design strategy and interaction design expanded the questions I was interested in, from the shape of an interface to the systems, incentives, and organizational choices around it. Research became the place where those perspectives could meet.
An earlier industrial-design background still informs how I observe behavior, understand constraints, and make complex information tangible, but it is one influence inside a much broader research practice.
Perpetually distracted,yet obsessed with connecting dots.
Career arc
Each step expanded the unit of analysis.
A career shaped by visual reasoning, strategy, product systems, and progressively broader research questions.
Design strategy and interaction design.
An MBA in Design Strategy and MFA in Interaction Design shifted the unit of analysis from objects to services, systems, and organizations.
Employee experience foundations.
Research across portals, mobile experiences, onboarding, information architecture, taxonomy, fulfillment, content, and enterprise workflow.
Strategic research and decision systems.
Customer programs, enterprise AI, voice agents, product value, research at scale, executive synthesis, and reusable evidence systems.
The work at ServiceNow
Eight years of depth, not eight years of one question.
The strongest advantage of that tenure is an unusually connected view of enterprise work, from the employee who needs help to the teams that configure, govern, measure, and defend the platform.
Employees, managers, HRBPs, fulfillers, administrators, and leaders.
Research across the people who request work, perform it, govern it, and make decisions about it.
Portals, mobile, knowledge, cases, taxonomy, analytics, automation, and AI.
Experience with products that depend on configuration, implementation, organizational maturity, and change.
Adoption, value, readiness, measurement, governance, and product direction.
Work that connects customer experience to the organizational and business conditions around the product.
Outside the portfolio
Photography keeps me looking.
Street, performance, portrait, and long-form photobook work sharpen the same habits I value in research: attention, timing, context, and the difference between looking and noticing.
Photography
Looking closely changes what becomes visible.
Street · performance · portrait · photobook
Also usually making
Woodworking
Sashiko stitching
Terrariums
Calligraphy
Ceramics
Enough to show a life outside work; not a catalogue of hobbies.