Qualitative Research · Systems Strategy
Design for what actually matters.
I imagine what could exist, investigate the realities standing between here and there, and design a way to close the gap.
My work crosses businesses, organizations, places, and people. The common thread is an outcome worth creating—and the determination to understand exactly what it would take to make it real.
Vision · Insight · Plan
When the outcome really matters
Something isn’t working as it should. Or perhaps everything is working well enough, but you can imagine something substantially better.
The temptation is to begin with solutions. More resources. Better communication. New procedures. A different strategy.
What are we actually trying to make happen?
An obvious solution isn’t necessarily the right one. And an improvement isn’t necessarily an improvement if it doesn’t serve the outcome that matters.
The Approach
Vision. Insight. Plan.
01 / Vision
See what should exist.
Imagination is the beginning of possibility.
I can see an outcome in such detail that I can almost touch it. I know what it looks like, how it works, and what it feels like to experience it.
The difference between that vision and what exists today becomes impossible to ignore.
02 / Insight
Understand the distance between here and there.
Now comes the forensic investigation.
What’s actually happening? What’s missing? What’s standing in the way? Which constraints are real, and which have simply never been questioned?
I want to understand the discrepancies between the future I can see and the reality in front of me, down to the smallest detail.
03 / Plan
Figure out how to make it real.
Work backward from the desired outcome.
Use what’s available. Change what needs changing. Find opportunities inside the constraints. Determine what conditions would allow the envisioned outcome to become reality.
Not every problem needs an intervention. Sometimes the most valuable recommendation is to leave something alone.
Selected work
Different problems.
Same approach.
A communications effort that isn’t creating understanding. An advocacy campaign where enormous effort isn’t producing the votes. A kitchen where everyone works hard, yet no one knows where anything belongs.
A Conflict of Meaning
What happens when we think we’re communicating, but we’re not actually understanding one another?
An investigation into the competing meanings beneath a communications problem—and why better messaging isn’t always the answer.
Winning Shadow Games
What if the apparent rules aren’t the rules that determine the outcome?
An advocacy effort reveals the difference between working harder and understanding how decisions are actually made.
Designing for Behavior
What if design could reduce burnout and increase happiness?
A summer camp kitchen becomes an exercise in enabling people to work independently, confidently, and with less frustration.
Art for the love of The West
