Process
Get the framing right, and everything downstream gets easier.
I am a strategist by nature. The maps are how I check the thinking.
Understand the problem
I treat the brief as a hypothesis. Paradigm Health asked how AI could make their doctors' lives easier, and discovery found the problem was structural rather than technical: the care was excellent because specific people held it together, and it broke as soon as you added more. I learned that by becoming a patient, sitting inside the practice, and facilitating the workshops.
Imagine the future
Workflows first, technology second. Before anyone argues about screens I want the shape of the service on one page, with everyone living inside it at once. The same question decides an AI product: the.garage answers with a decision, a trade-off or a plan the founder can act on, instead of a chat box.
The Paradigm Journey
- Digital discovery
- Membership referral
- Digital outreach systems
- Content management
- Digital outreach
- Campaigns dashboards
- AI research aggregator
- Clinical knowledge alerts
- Medical education platform
Execute the right one
Map every state, including the failures, then put the prototype in front of people and fix what they trip on. At Verizon that meant the whole eligibility system behind a limited card drop, and a rubric that scored the app portfolio so the apps that should not exist could be killed on evidence. I stay in the material too: I wrote most of the.garage's first production front-end.
But the framework is evolving. So what does experience design look like when an agent is the one using the interface?
Thinking
Notes on the method, as it evolves
You still have to know the craft
I directed this film with agents instead of a team. Knowing the craft is what made it work.
It's not the machine. It's the bean.
A small fruit from Colombia, and what it taught me about process, patience and the right conditions.
Get the framing right
Why the shape of the problem decides the solution, and how one equation inside discovery keeps a team honest.
When the agent is the user
What experience design looks like when an agent is the one using the interface, and what happens to the human experience when more of the journey is mediated by AI.