The best services look simple from the outside and have a lot of structure underneath.

Services accumulate. They rarely get designed. Teams build brilliant pieces that don't fit together, users fall through the gaps between departments, and the thing as a whole never had anyone responsible for its shape.

I'm the person you bring in for that.

I run research that surfaces what's really happening, facilitate workshops that align people who've never been in the same room, and build artifacts that make the invisible visible. Then I stick around to help teams build the thing.

When I'm not mapping services, I'm probably baking fondant au chocolat, exploring Brooklyn with my family, or reading about systems thinking. The best work happens when you actually care about the people inside the system you're trying to change.