People-driven service design

I partner with founders, product teams, and leaders to design digital services that are usable, accessible, and built to scale, from global gaming platforms to regulated healthcare environments.

Industries

I’ve designed services and digital platforms across regulated, high-impact, and consumer-facing sectors:

  • 🎮 Games & Digital Media - player experiences, partner platforms, and internal service ecosystems
  • 🏥 Healthcare & Life Sciences - patient services, clinician tools, health platforms, and accessibility‑critical systems
  • 🛍️ Retail & Consumer Products - e‑commerce, loyalty platforms, online journeys, and customer support services
  • 🌍 Social Impact & Non‑profits - public‑interest platforms, education, and community services

I’ve led cross-regional initiatives across North America, Europe, Asia-Pacific, and Oceania, navigating regulation, culture, and distributed delivery models without losing alignment or momentum.

FRAME: A Service Resilience Model

FRAME is the structured architecture that guides my work across complex digital environments.

It formalizes a pattern I’ve applied across healthcare, gaming, and enterprise systems: strengthening services by aligning users, systems, governance, and delivery from the inside out.

FRAME adapts to context while maintaining structural clarity. Some engagements focus on a single stage; others move through the full model.

FRAME ensures digital services are not only designed well, but governed well, adopted well, and strengthened over time.

  1. F: Find the system reality

    Surface how the service truly operates across users, accessibility, architecture, ownership, and constraints. Clarity starts with seeing the system as it is.

  2. R: Represent the ecosystem

    Map journeys, dependencies, governance, and cross-functional dynamics so teams align around a shared system view.

  3. A: Architect practical improvements

    Design accessible, feasible improvements grounded in operational reality and aligned with how teams deliver.

  4. M: Mobilize and embed

    Embed changes into product, engineering, legal, and leadership workflows so improvements become operational.

  5. E: Evaluate and evolve

    Measure impact, reduce risk, and strengthen resilience over time. Service maturity is continuous, not one-time.

Services

Designing Digital Services That Scale Without Breaking

Whether you are an early-stage product team or an established enterprise, digital services fail in similar ways: misalignment, unclear ownership, accessibility gaps, and fragmented delivery.

I design and strengthen services so they remain usable, resilient, and scalable across people, processes, and technology.

Service & Experience Design

Accessibility & Inclusive Design

Design Systems & Governance

Platform Strategy & Delivery

Service & Experience Design

Aligning your product, teams, and operations across the full journey.

  • 🗺️ End‑to‑end journey mapping - Identifying friction, drop-off points, and operational gaps across the entire user experience.
  • 🏗️ Service blueprints and operating models - Clarifying how internal teams, systems, and workflows support what customers see.
  • 🔄 Cross‑channel experience design - Ensuring consistency across product, support, marketing, and delivery touchpoints.
  • 🧭 Product and platform strategy alignment - Connecting roadmap decisions to long-term business and technical goals.
  • 🧱 Information architecture, wireframes, and prototypes - Testing structure and flow before investing heavily in build.
  • 🔬 User research and testing programs - Grounding decisions in evidence, not assumptions.

Outcome: Clearer ownership, reduced friction, and services built to scale sustainably.

Past Projects: Equal Entry, medi.me & Weight Watchers

Accessibility & Inclusive Design

Embedding accessibility into how your organization builds and evolves products.

Accessibility expands market reach, reduces regulatory exposure, and improves usability for everyone.

Did you know that 1 in 4 adults in the U.S. ↗ and Europe ↗, 16% of people in Asia and the Pacific ↗, and 27% of Canadians ↗ aged 15 and above have a disability

  • ♿ WCAG audits and remediation plans - Prioritizing accessibility improvements based on risk and impact.
  • 🧩 Inclusive design systems - Building accessible foundations directly into your product infrastructure.
  • 🎓 Accessibility governance and enablement - Creating accountability models and training so accessibility remains embedded over time.
  • 👩‍🦽 User testing with people with disabilities - Validating real-world usability beyond compliance checklists.
  • 🏢 Organisational accessibility assessments - Evaluating maturity and defining measurable progress.

Outcome: Sustainable accessibility that supports growth, compliance, and brand trust.

Past Projects: Square Enix & Square Enix Hub

Design Systems & Governance

Creating scalable, consistent experiences across growing product ecosystems.

  • 🧰 Design systems and component libraries - Reducing inconsistency and accelerating delivery.
  • 🖱️ Interface and interaction design - Improving usability while strengthening brand clarity.
  • 🤝 Cross-team collaboration models - Aligning design and development across distributed teams.

Outcome: Faster iteration cycles and stronger product coherence at scale.

Platform Strategy & Delivery

Strengthening the structural foundation of your digital services.

  • 🏗️ Accessible front-end architecture strategy - Ensuring resilience across devices and assistive technologies.
  • ⚡ Usability optimization tied to KPIs - Improving task completion, engagement, and retention.
  • 📱 Responsive, multi‑device experiences - Ensuring everything works well on phones, tablets, and computers.
  • 🤝 Implementation oversight and developer collaboration - Bridging strategy and build to reduce delivery gaps.

Outcome: Platforms that remain robust as complexity increases.

Past Projects: Shoogies NYC

My Approach

My work is grounded in collaborative, research-led service design.

I adapt methods to your goals, constraints, and operating model, drawing from Agile, Lean, and systems thinking to deliver solutions that are practical, scalable, and sustainable.

No theatre. No abstract decks that never ship. Everything is designed to be implemented.

Depending on scope and organizational need, I operate in advisory, embedded, or program leadership roles. Engagements include defined milestones, measurable outcomes, and governance checkpoints to ensure progress is visible and accountable.

Time, cost and retainers

Engagements are structured to be transparent, predictable, and aligned with real planning cycles.

Project Timelines

Most projects run between 2–12 weeks depending on scope and delivery complexity. Larger initiatives may run in phased stages.

Cost Structure

Pricing is based on scope, duration, and level of involvement: advisory, embedded, or delivery. Every proposal includes clear milestones and deliverables.

Retainers

For ongoing support, retainers provide:

  • Priority access and predictable availability
  • Continuity across strategy, design, and delivery
  • Ongoing accessibility governance and training
  • Support as services evolve and scale

This works particularly well for enterprise teams, non-profits with continuous delivery, and startups preparing for growth.

“ Consistently demonstrated exceptional organization and a self-driven approach. …made a significant impact on our teams. Janus Rau Sørensen Greenlight & User Research Director, Square Enix