What I Do

I close the gaps between the people who need a service, the people who build that service, and everyone in between.

I make Figjam boards and MURAL boards that start conversations. I make relational databases in Notion and Airtable that maintain order amid chaos. Just like pies, I secretly dislike a slide deck but would love to make one for you if that’s your love language.

I listen a lot, I talk when I need to. I push back firmly with compassion and empathy when something isn’t right.

Why I do it

I want to work myself out of a job. There. I said it.

I’m on a mission to do the most good for the most people in the greatest need. I want to reduce burden, improve critical services, and ensure decisions are made using a humanity-centered approach. I want services to be so good that I don’t have a reason to be advocating for better design practices anymore because they’re innate.

Will we get there in the span of my career? I’m desperately optimistic and planning my backup career getting back to being a professional baker. We will always need cookies. Always.

Where I’ve been

A sampling of previous projects and posts I’ve held

Medicare + CHIP

Unifying human-centered design

How can we reduce burden and minimize duplicative effort to improve one of the US Government’s largest and most critical services?

I took a “working sabbatical” from director-level positions so I could fall back in love with the practice of service design. While doing so, I joined an incredible team that set out to transform the way Medicare and CHIP programs were built by developing standards, maturing practices, and engaging communities. I ran a rapid discovery sprint and realized that if we were to succeed in affecting long-term change, the team needed an operationalized plan to engage those in design disciplines as well as product partners and business partners.

I created service blueprints, engagement models, and documented the heck out of some new, detailed processes that connected people, provided them with support and resources, and enhanced the overall design maturity of the Center. I also developed a reputation for running the most fun and engaging community meetings around!

Leading at the White House

Director of Design at the US Digital Service

How do we use design and technology to deliver better government services?

“Design with users, not for them.”

That was the value statement that always gave me chills when we recited it aloud in every all-hands meeting.

When I arrived for my first project at the US Digital Service (USDS)–digitizing immigration processes–I thought I would be serving my one-year tour of duty and heading back to Minnesota. Two and a half years, a few more projects, and several discovery sprints later, I was the Director of Design.

I had the great joy of hiring and leading a community of practice of 40+ designers on brand-new digital service teams across the US government at the VA, SBA, HHS, VA, and more. I did a lot of hard work but what I wound up being best known for was forcing people to share their challenges and successes on their projects by hosting “milk and cookies storytime.” I put that culinary arts degree to good use.

Transforming transit

Digital transformation at the MBTA

How can we apply the modern principles of research, design, and technology to help the MBTA and all of its staff work more efficiently, equitably, and safely?

I was the Director of Digital Transformation at the Massachusetts Bay Transit Authority (MBTA)–a.k.a “the T”. I was a product owner for numerous inherited tech transformation projects and raised $6,000,000 in capital funding to grow a new area of technology programs focused on improving riders’ journeys by improving the T from the inside-out.

A kind colleague wrote of my time in this role: “What I admired most about Kit was their willingness to address complex challenges and discussions directly while being thoughtful about the impacts of business decisions on internal staff and software users.” I thought that was a kind, business-y thing to say and also very accurate. 🙂

NYC Mayor’s Office

Emergency home food delivery

How do you plan for the future of a critical service when emergency funding is running out?

I led a team of researchers who asked the question “what do NYC residents who are facing food scarcity still need now that the emergency funding for COVID-19 response programs is winding down, and how should NYC respond to those needs?”

What was unique about this project was that we included partners at all levels into the interviewing process so that we could close the gap between people who needed services and the policymakers, influencers, lawyers, engineers and designers who served them. This specific way of working successfully advocated for the continuation of the program through other funding sources and influenced its next iteration.

Northstar Digital Literacy

Proving skills for employment

How can we meet the needs of job seekers who may lack the digital literacy skills needed to seek, obtain, and retain employment?

Certificates provide an important credential for employment, as even entry-level jobs and open-enrollment colleges increasingly require basic computer skills. For those who don’t hold degrees or can’t prove their training and education, this can be a major barrier to success.

I was a developer of Northstar, a free digital literacy assessment and certification tool, which allows people to take assessments proving their skills via any browser or go to an approved location to receive an official certification.

And so much more

Where else have I been?

I’ve worked in Federal agencies, state and municipal governments, think tanks, nonprofits, and higher education. I’ve been a fed, a state employee, a contractor, and a subcontractor. I’ve seen a lot.

Take a look at other partners I’ve worked with

US Office of Refugee Resettlement
US Citizenship and Immigration
National Cancer Institute
New America
Asian & Pacific Islander American Health Forum
Médecins Sans Frontières (Doctors Without Borders)
New Jersey Office of Innovation
California Office of Innovation
United States of Technologists
Tech Talent Project