With a background spanning design research, service design, and product engineering, Mike leverages a multi-disciplinary point of view to help organizations build innovative and meaningful customer experiences. As Associate Director, Experience Innovation, Mike listens to and empathizes with people, amplifies their stories, and works with companies to envision new ways they can deliver products and services that forge meaningful connections and drive business value.
Mike earned his bachelor’s degree in mechanical engineering and moved to Portland, Oregon where he worked in the medical device industry developing pacemaker manufacturing technology. There he discovered the value of human-centered design. After spending time in a product development role at a 3D printer company, he enrolled in Carnegie Mellon University’s Master of Human-Computer Interaction (HCI) program. While pursuing his master’s, his time was split between Pittsburgh and Portugal, where he led the UX research and design behind a digital service innovation for a contemporary hotel in Madeira. He also spent time in Burlington, Vermont, helping UVM Medical Center’s innovation lab explore novel ways of better managing patient expectations.
Out of the office, Mike is a passionate hiker, kayaker, and burrito aficionado. You will rarely see him without a cup of coffee. New to New York, he is excited to switch to a diet rich in pizza and ramen, and to spend time burning it off exploring the city by bike.
Customer Experience Research: The Secret to Brand Experience Innovation
Customer expectations from brands are higher than ever. Here’s how to expand your approach to customer experience research and innovation to drive new value to your customers and propel your brand forward.