STRATEGIC OPERATIONS
SERVICE DESIGN
Helping organizations build better systems and services
ABOUT ME
I help organizations make things better. My background spans product management, service design, and systems implementation across health care, high tech, and the justice sector. I’ve worked on enterprise systems in hospitals, built digital products for some of the world’s most recognized brands, and improved public services inside government.
Most recently, I built and led a service design practice within the justice system. I established the team, shaped the approach, and brought design into policy-heavy, high-stakes environments. The work focused on improving access to justice by making public services more effective for both the people who use them and the people who deliver them.
I work with teams to understand people’s needs, focus on what matters most, and align tools, processes, and ways of working to meet those needs. When these pieces come together, organizations stop reacting and start delivering real value. That can mean better services, more support for staff, or a stronger bottom line.
I hold an MBA in Sustainable Innovation and a BSc in Health Informatics from the University of Victoria. These shape how I approach complexity with long-term thinking, systems that work, and outcomes that last.
MY SERVICES
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Build a clear view of how services, systems, and operations are currently working, and where friction points exist. This work is grounded in current state analysis, using qualitative and quantitative evidence to map how things actually function today.
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I help organizations understand where value is created and where it may be lost. This makes it easier to decide what to prioritize, where to invest effort, and what to let go. The goal is to direct time and resources toward the work that makes a real difference.
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When teams are clear on what matters, delivery becomes the real challenge. I help organizations improve how people, systems, and workflows fit together so they can do the work well. This means fewer blockers, less rework, and better results with less effort.
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I support organizations to make changes that stick. Whether you're redesigning services, updating systems, or shifting strategy, the focus is on practical improvements that work in the real world and hold up over time.
Strategic Planning.
Service Design.
Process Improvement.
Organizational Effectiveness.
Design Research.
Strategic Foresight.
Strategic Planning. Service Design. Process Improvement. Organizational Effectiveness. Design Research. Strategic Foresight.
MY PROCESS
I approach every project through a systems lens.
Services, operations, teams, and tools are connected, and real progress comes from strengthening how they work together.
I work with organizations to build a clear view of how things are working today.
We test ideas carefully, use evidence to guide decisions, and focus on changes that reduce burden and improve delivery.
Good systems do not call attention to themselves. They just work.
That belief shapes how I approach complexity, always focusing on solutions that last and support the people who rely on them.
My approach is structured but flexible, adapting to each organization’s needs and goals.
LET’S CHAT