I fix what’s broken.

But not everything that’s broken looks broken. Sometimes things are working exactly as designed. They’re just not producing the results we want.

I’ve spent my career looking for those gaps. Between what we’re trying to accomplish and how we’re going about it.

I’ve found them in learning programs that don’t change performance, workflows that make simple things difficult, organizational practices that get in the way of collaboration, and professional events that could do more to connect people with ideas and each other.

And I’ve worked to close those gaps. By rethinking experiences, improving processes, connecting people and knowledge, and designing better conditions for people to do their best work.

But I’ve also learned that these problems rarely exist in isolation.

How we design things influences what people do. What people do shapes what they believe. And over time, those beliefs become the culture we experience.

That’s why I’m interested in more than fixing what’s immediately in front of me. I’m interested in understanding what created the problem in the first place.