I’m Shijie Luo (SJ), a Senior Service Designer with an MFA in Service Design and a background in computer science. My work centers on journey management—using data-driven insights and human-centered thinking to solve complex problems and drive meaningful transformation at scale.

 

I have a deep understanding of pioneering service design theory, and I focus on making it actionable within real-world organizational systems. Whether I’m mapping journeys, designing operating models, or facilitating cross-functional alignment, I aim to bridge strategy and experience with clarity and purpose.

 

I’m especially skilled at consolidating existing resources, connecting the dots across functions and touchpoints, and translating ambiguity into actionable direction and visible solution