Partner
Leads strategy and service design
Sarah’s research and writing on service design and design thinking shaped how the field practices them. Her methods became the working standard for teams mapping how work moves across people, tools, and departments. Today she applies service design and strategy to AI systems.
Partner
Leads content and research
Kate has spent her career researching, writing, and speaking about experience design. Her findings have influenced how teams around the world design their products. Since 2023, she’s focused on how people use AI products and services, and how teams can use AI in their own work.
Together, Sarah & Kate have:
AI is changing how customers and employees behave, and what they expect from every product and service they use. Businesses that build for the new behavior will win.
AI is a tool, and it’s not one-size-fits-all. We look at the whole system and identify solutions. That may involve more workflow and service redesign than automation in some cases.
If people don’t want to use it, or can’t, the product is the problem. And trust can’t be tricked: people stick with experiences that respect their time, judgment, and privacy.
When anyone can build any digital product, successful business leaders invest in what can’t be copied: your data, your choices, and what you have beyond the screen.
Let’s talk.
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