service design

Service design is all about building moments in a user’s journey that collectively tell a story and create a memorable experience. The overlap between between employee experience and client experience in the creative industry is exciting. When the client and employee experience are crafted intentionally, it can help lead to collaborations and work that both sides are proud of.


Client Experience

After completing an online service design course through IDEO in 2019, I began leading a service design group at my company. I started it off in the style of a book club until the team members gained confidence and understanding of the basic principles of service design. We then worked together to better understand and improve the experiences our clients had with our company. Our big picture goals were to build empathy and trust between Myriad and its clients. We worked to ensure that the collection of moments both sides had with one another reflected our company’s brand promise and resulted in great work. Projects ranged from improving our office’s interior and spacial design to implementing new or improved client check-ins, kick-offs and end points. We focused on improving moments that matter, which are the moments that customers have with a service that make a significant impact on their experience.

Image above: This shows one of the company values (left) aligning with a designated competency (right)

Employee experience

Our service design group also focused on the employee experience during COVID-19. Our mission was to ensure that the employee experience during COVID and the mandatory work from home period was as good as it could be. We used what we learned from the past two years to conduct surveys and hold discussions to better understand how people were doing. We then worked as a team to implement various improvements, standards and methods of support. For example, we provided a monthly work from home and well-being stipend. We also designed a set of Work from Home Principles to remove unwanted pressure and increase well-being.

WFH Principles.jpg

event design

I have imagined and hosted a wide variety of community and employee events over the years. In general, I always establish a purpose for the event and then design all aspects of the gathering to fulfill its underlying need.

I’M MOST PROUD OF

Winning an award: The AIGA Studio tour was a night when creative agencies all over the city opened up their doors to visitors. Guests scored each office on three categories: Best Experience, Best Theme and Best Office. I designed and hosted this event and we won all three categories.