Head of Experience Design Operations April 2022 – Present
Lead all Design Operations (DesignOps) activities and teams for Philips Experience Design’s global team of designers. Established the strategic direction for DesignOps in Philips – focused on improving employee experience, increasing efficiency of teams and maintaining design quality through new and improved processes, tools, and communication platforms across the global Philips Experience Design organization.
Designed the organizational struture for all DesignOps activities, including forming new teams and facilitating change management. Achievements include deployment of agile practices and tools for backlog management, adoption of Figma to increase collaboration with product and engineering teams, and tracking of design team interactions with customers and end-users.
Lead adoption of the Philips Design System to increase consistency and quality of user experience across Philips software and hardware. Adoption across 60% of Philips portfolio in 2022, including 100% of all products in active development.
Studio Director, Experience Design Cambridge Sept 2019 – Present
Lead Philips Experience Design delivery teams in Cambridge, MA and Blumenau, Brazil studios. Focused on empowering, motivating, and developing designers to be leaders in the transformation of Philips from a product manufacturer to a healthcare technology solutions provider.
Manage 20 direct reports and a total organization of 70+, across seven teams structed around design capabilities including UX design, usability, service design, industrial design, architecture, communication design, and design strategy.
Led efforts to shift to 100% remote working and hybrid working during the COVID-19 pandemic, including adoption of Microsoft Teams, Miro, and UserTesting.com to scale remote collaboration and customer engagement.
Recent team achievements include multiple iF, RedDot, and IDEA awards in 2021.
Design Director, UX Design Cambridge Jan 2018 – March 2022
Led a team of design researchers, service designers, and UX designers who design services, software, and embedded interfaces used by healthcare professionals in the areas of patient monitoring, ultrasound, telehealth, electronic medical records and radiology department operations.
Expanded the size and breadth of the Cambridge UX Design Team from seven to fifteen team members over the course of three years, including expansion of service design capability to support new services and solutions.
Team achievements include launch of new solutions across Philips Precision Diagnosis and Connected Care businesses: Radiology Operations Command Center, Enterprise Monitoring as a Service, VS30 patient monitor, Lumify Ultrasound for iOS, and redesigned PerformanceBridge radiology analytics software.
Design Business Lead, Aging & Caregiving 2018 – 2019
Directed all aspects of experience design for the Philips Aging & Caregiving business. Built partnerships to increase influence and impact of design efforts with general manager, product managers, marketing leads, and service operations leads.
Achievements include expansion of the Lifeline personal emergency response service via the creation of Philips Cares mobile app, launched at CES 2019.
Creative Director 2016 – 2018
Led design of end-to-end service experiences and user interfaces – including ethnographic research, creation of new concepts, visualization of end-user experiences, prototyping, usability testing, and involvement in software development.
Particular focus on services for value-based care, remote patient monitoring (telehealth) and services to help seniors remain living independently.
Product Owner, Hospital to Home Patient Engagement 2013 – 2016
Crafted product direction and vision for eCareCompanion – mobile application for patient engagement in remote patient monitoring programs. Managed product decisions based on customer and patient needs.
Senior Service Design Consultant 2013 – 2016 Service Design Consultant 2012 – 2013
Responsible for planning, leading and delivering service design and interaction design projects. Focus on home health services related to aging, telehealth, and sleep. Partnered and advocated across the Philips Design organization to grow service design capability from two to twelve service designers.
Achievements include launch of Intensive Ambulatory Care pilot with Banner Health, demonstrating 27% reduced cost and improved outcomes for chronically-ill patients.
Business Designer Sydney, Australia 2009 – 2012
Consultant working with designers, business consultants, and clients in marketing and R&D to design new services to drive increased revenue and improved customer experience.
Conducted qualitative research to identify opportunities for innovation. Communicated research findings and recommendations to clients through documentation and design workshops.
Coached and trained clients in human centered design approach and innovation methods – establishing internal service design teams.
Responsible for planning and leading design and innovation engagements, including client management.
Experience working with insurers, financial services, manufacturing, and Australian government agencies.
Carnegie Mellon University
Adjunct Instructor Pittsburgh, PA, Aug 2008 – May 2009
Taught Introduction to Computing in Design for graduate students, and Basic Interaction for undergraduates.
Created original course content for Computing in Design, focused on programming and prototyping interfaces in Adobe Flash using ActionScript 3.0.
Design Intern Sydney, Australia, Jun – Aug 2008
Worked alongside consultants to provide insight and recommendations on design capability within client organizations.
Planned and facilitated user research and design workshops in conjunction with client project leads and 2nd Road consultants.
Wrote and designed communications for shared understanding within project teams.
Lead Designer Louisville, KY, 2006 – 2007
Designed and developed websites and web-based applications as part of a small team of designers and programmers.
Trained junior designers in website design and production best practices.
Furthered organizations focus on web standards and accessibility.
Stewart & Associates
Designer Louisville, KY, 2003 – 2006
Developed branding solutions for clients from concept through full implementation of brand strategy through multiple channels.
Finished materials included print collateral, print advertisements, tradeshow displays, direct mail, identity guidelines, and websites.
Carnegie Mellon University
Master of Design, Interaction Design Pittsburgh, PA, May 2009
University of Louisville
Bachelor of Fine Arts, Communication Art & Design Louisville, KY, May 2004
Magna Cum Laude
Winthrop Allen Award for Outstanding Senior in Studio Arts 2004
Allen R. Hite Art Scholarship 2003
Cambridge, MA USA
- Adjunct Faculty 2017 Design Thinking
Carnegie Mellon School of Design
Pittsburgh, PA USA
- Adjunct Faculty 2008 – 2009
- Basic Interaction Design
- Intro to Computing in Design
Enabling Service Remixes
2017 Service Design Network US Conference
Philips Intensive Ambulatory Care Case Study
2016 Service Design Network Global Conference Pecha Kucha
Shaping Conversations and Establishing Common Ground
2013 Service Experience Conference
Philips eIAC Intensive Ambulatory Care Program
2016 Service Design Award for Best Professional Project
2016 DMI Design Value Award 2017 IF Service Design Award