Senior Director, Design Research & Product Strategy
With a career spanning journalism, public policy, content marketing, UX research and service design, Mark brings multiple perspectives to bear in elevating the voice of users and surfacing the invisible connections that define the customer experience. As Senior Director of Design Research and Product Strategy, he mixes content creation and human-centered design to build pragmatic strategies that drive cultural transformation and new product development.
Mark earned his Master’s in Human-Computer Interaction (HCI) from Carnegie Mellon University’s School of Computer Science. There, he studied product management and service design–with a focus on human-robot interaction and mobile health. While at Carnegie Mellon, he led a research team at Samsung Electronics tasked with reimagining the future of in-home automation and prototyping Samsung’s next generation robotic vacuum cleaner.
Prior to Samsung, Mark worked in Washington D.C. as the director of digital at Bloomberg Government and, before that, as an editor at The Atlantic, where he launched new brands and covered government innovation, healthcare and technology. Mark earned his Bachelor’s from Drake University and is a graduate of the Coro Fellows Program in Public Affairs. When not crafting run-on sentences, he is a lover of Spider-Man, an unashamed player of all-things Nintendo and recently returned to Chicago to be closer to his family–the Chicago Cubs.
3 Types of Participant Observation to Get You Out of the Backroom and Onto the Frontlines
Participant observation research reveals reliable behavioral insights for your business, shedding light on a lot of information in relatively little time. Done right, it can act as the ultimate empathy generator for the customers you serve. In this post, we'll explore three approaches to shatter the glass between you and your subjects.