Sharing organisational outcomes can prove challenging when it comes to implementation, adoption enablement, governance and maintenance, and measurable change. Having a systems-level strategy can act as a north star through large-scale change management.
Ecology of a platform
How do four systems achieve the organisation mission for mentorship?
iMentor, NYC, 2017.
iMentor, a non-profit focused on college readiness, provides participating high school a mentor for every student at their school. Thousands of mentors exist across several cities and are supported from a national office.
Over the course of 2-4 years, iMentor supports these mentoring relationships through programmatic structures. The program focuses on providing an online portal that connects both mentee and mentor through weekly curricular touchpoints, a real-time chat functionality, and online resources to help support a mentor’s growth.
The iMentor Platform includes comprehensive tools for mentors and mentees to foster strong relationships as well as a set of tools for staff to manage, monitor and evaluate the effectiveness of the mentoring program. The tools include online applications and enrollment process, a mentor-mentee matching algorithm, secure online communication system, real-time program data, and program evaluation tools. iMentor offers full technology maintenance and support
iMentor website
This ecosystem lays the foundation for real-time and asynchronous connection between mentee and mentor in the program. The strategy was employed to cater to preferences among participants, while achieving organisation goals.
IT Engineering Service Support Model
JB Hi-Fi Australia, 2025
A service support model to help support non-urgent and critical issues as they arise, 2025.
As part of the roll out for electronic shelf labels (ESLs) across trial locations, a service support model was created to help support communication across teams to mitigate issues, track progress, and analyse patterns for future scaling. The service support model was part of a larger change management approach to this organisational-wide initiative.
Innovation Framework
iMentor, NYC, 2016
A strategic framework to bring structure to innovation across the business. This was in larger effort to support adoption enablement of new initiatives, 2016.
As a service designer, my passion to bring user- and human-centred design and thinking to iMentor culminated in co-creating the Innovation Framework – a scalable toolkit created to harness the creative talents of staff while staying in alignment with organisational strategy and business goals. It’s a strategic approach to innovation from the inside out that provides a way to act on new ideas. And without a framework, you would just have a collection of ideas.
This toolkit was integrated in programmatic improvement processes, and within the creation of new products.
Pop-Up Roubaix
How might we facilitate conversations among local residents and students to empower knowledge share to occur across generational and cultural divides?
Parsons The New School for Design, 2014.
A system map that illustrates the strategy behind POP-Up Roubaix, an community-based approach to providing greater mobility and access for public services, 2014.
The Network maps illustrates the strategy behind leveraging underutilised spaces in Roubaix for local community-student relationships, 2014.
Pop-Up Roubaix is a design proposal that was entered in the Lille / Design for Change contest in March 2014. Chosen for a design residency Fall 2014, the proposal investigated how we can utilize the community of Roubaix – Le Pile (France) to provide greater mobility for universal access to public services. We designed a skills and knowledge share pop-up shop in order to bridge the gap between generations within this industrial town in France.
These conversations aided the use of a Community Action Plan, a methodology designed to communicate information, identify needs, and lay the groundwork for community action to solve problems and provide services.
The People’s Guide to Crowdfunding
How might we bring equity in design to new ideas?
Parsons The New School for Design + The Harlem Collaboration Project, 2016.
The strategic map of the People’s Guide to Crowdfunding, an open-sourced initiative aimed at helping anyone produce a successful funding campaign, 2016.
The People’s Guide to Crowdfunding is an interactive guide that will walk a user, step-by-step, through crafting a sustainable campaign that will coexist on and offline. This includes the necessary steps in producing a campaign, as well as design strategies for telling the story of the user. The guide is a free, and open-sourced download. The People’s Guide is a collaboration intended to provide all individuals, groups, and organizations the access to design services and strategies.
A campaign should include planning for long-term goals and relationships. Crowdfunding can act as a catalyst for sustainable growth.