Designing the mechanics that make public systems work.

For two decades I've been building, fixing, and leading the delivery of services that millions of people rely on: benefits portals, case management systems, digital workflows. The work sits at the intersection of systems architecture, product strategy, and organizational design. Sometimes that means standing up new services from scratch, integrating legacy infrastructure, or designing APIs and governance structures. Other times it's about making broken programs usable again. At every scale, it's less about shiny tools and more about how services are staffed, integrated, and maintained over time.

Right now I'm an Assistant Professor of Practice in Urban Technology at the University of Michigan, where I teach service design and help students think about cities as complex systems. Previously, I was Head of Design at 18F, the U.S. government's digital consultancy, where I built design operations and worked across federal agencies to modernize critical programs. Earlier this year, I organized a civic tech sprint for volunteers called Portland Digital Corps, and last year, ran Design For the Public 24. I'm an ex-oficio board member and past president of AIGA Portland.

I contribute to the open source Agent Experience community of practice, focused on how AI is being embedded in service delivery and what that means for trust, capability, and accountability.