I'm Shaun and I lead our experience strategy and service design practice 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.” This fall, I will co-chair the financial services focus day at the Service Design Week conference in Boston.
Areas of Expertise & Interests:
For many years, I worked as a digital designer, marketer, and design manager. This required expertise in design strategy, information architecture, HTML & CSS, and content management and marketing automation systems.
In recent years, my interests are focused on service design, generative design research, and how a systems approach can improve products, services, and the organizations that produce them. I’m also keen to connect design-led innovation with sustainable governance models, ones that create meaningful employee cultures.
“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.” ― Douglas Adams
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.
B.Ph., Interdisciplinary Studies - Miami University
M.A., History - American University