Chief Experience Officer
I'm Shaun and I'm the Chief Experience Officer at Cantina.
Before pursuing a career in design, I received my master’s in history. History and Design Thinking are curiously similar. Both involve evidence, interpretation, and narrative. In the case of history, it’s to reconstitute the past. In Design Thinking, it’s to create a new future. Same ingredients, different directions. Alan Kay said that the best way to predict the future is to invent it—experience strategy & service design help our clients do just that.
Over the past 25 years, I’ve worked as a practicing designer, researcher, design strategist, organizational leader, and educator. My expertise falls into three, interconnected areas: to work with clients to understand what their customers really care about, to design great, holistic product & service experiences, and to empower employees to keep the promises the organization makes.
I lead client engagements, speak regularly at conferences like Design Thinking and Connected Health and facilitate workshops on topics like brand purpose and strategic narrative. I recently published an article in Service Design Network’s journal Touchpoint on “Service Design from Innovation to Governance.” I co-chaired the financial services focus day at the Service Design Week conference in Boston in 2018.
Feel free to click here and connect with me directly via Calendly to schedule either a 15- or 30 minute online meeting.
There is a theory which states that if ever anyone discovers exactly what the Universe is for and why it is here, it will instantly disappear and be replaced by something even more bizarre and inexplicable. There is another theory which states that this has already happened.
Other Fun Facts
Enjoying nature and reading are two of my favorite pastimes. My educational background helped influence my interests in landscape architecture, urban design, painting, ceramics, and history.
Why the Stakes for Innovation Portfolio Management Just Got Higher
Challenges to managing the innovation portfolio, both great and small, have been magnified by the events of 2020/21 and technology advancements. How do you get ahead?
Service Design and Student Centricity in Higher Education
Higher education is under increasing social and economic pressure to enact transformational changes. Service Design should be at the center of a clear, unified institutional strategy.
How Wells Fargo Uses Service Design as a Strategic Function
An interview with Elizabeth Trudeau, Head of Strategic Design at Wells Fargo and keynote speaker at Service Design Week.
Reflections on the Design Thinking Conference
A recap of what we learned and where we go next.
Service Design from Discovery to Governance
Service design can be transformative, but only if it moves from the innovation phase into the day-to-day of the efficient organization.
Designing Connected Health Products People Love
Creating connect health products requires understanding their promise and peril