IBM
In 2017 I joined IBM Design for Global Services, a newly created “special forces” team with the mission to embed enterprise-scale human-centered design into its 130,000 person consulting division.
With that mandate, the type of work my team takes on varies greatly across organization, product and service innovation projects. Beyond making consultative recommendations, we also drive the implementation of design strategies throughout the organization to make user-centered organizational transformation real.
To do so, I’ve worked across several internal groups and business units across IBM, and among Fortune 50 clients, to drive scalable outcomes with end-users in mind. In my time on this team, I have worked on several projects as the single lead Design Researcher as well as on larger projects as a co-conspiring Service Designer. We work in a highly collaborative, cross-functional team environment which spans technology, business, and design disciplines.
KEY ACTIVITIES & SKILLS
Design & Systems Thinking: divergent, convergent, iterative end-to-end design
Generative & Evaluative Design/User Research: research planning, question crafting, recruitment, ethnographic field work, contextual inquiry, in-person and remote in-depth interviewing, card sorting, personas, guerrilla research, secondary research, competitive analysis, landscape analysis, emerging trends, analogous experience, creative research methods, heuristic evaluation, surveys, user analytics, qualitative analysis and synthesis, insights development, root problems analysis, research reporting
Concept Development: opportunity areas, design principles, co-creation and ideation, storyboarding, vision, strategy, concept evaluation and validation
Prototyping: lo-fi prototyping, usability testing
Service Design: ecosystem mapping, persona development, experience/journey mapping, participatory design, service concepts, service blueprints, business modeling, communication strategy
Collaboration: deep understanding of team dynamics and culture development, Nonviolent Communication (NVC) methods, giving and receiving feedback, interpersonal/group communication, stakeholder and client management
Tags: IBM Enterprise Design Thinking, IBM Services, Global Business Services (GBS), Global Strategy, Offerings, Organizational Transformation, Scale, Design Delivery, Implementation
Roles: Design researcher, UX researcher, user researcher, design strategist, service designer, facilitator, interviewer, moderator
Groups: IBM Design, IBM Services, IBM
IBM Design Thinking for enterprise at scale
Please contact me directly for examples of work. Within the below sample of large-scale projects are varied research, design, testing and implementation sprints:
IBM Partnerships & Corporate Venture Capital: Global experience research, strategy, and design of a renewed CVC program to enable emerging technology startup partnerships with IBM clients
IBM Associates: Global employee experience research, strategy, design and implementation for 16,000+ early professional consultants
Institute for Business: Competitive analysis, UX strategy and vision for industry-leading thought leadership
Global Business Offerings and Client Journeys: Designing scalable and repeatable Client, Partner and Seller enablement
IBM Transformation by Design: IBM Design Thinking Organizational Adoption Assessment (beta)
City of Austin: Civic IT Delivery Service Design Research, Service Innovation Workshop
GBS User Research on Client Executives: Positioning IBM Design Thinking services for adoption and improved client relationship engagement
IBM Power Systems Project Colossus: Designing for server attestation and trust in advance of GDPR
Designing for Accessibility: How might we develop a digital experience to empower users with low vision?
IBM Open Badges: How might we facilitate a vibrant career experience and ongoing skill growth for all IBMers?
Facilitating team culture, collaboration, conflict resolution and reflection: Tools and frameworks