As the lead for Service Innovation for Chicago, Mark works closely with service companies seeking to reinvent how they serve their customers. Mark's extensive design background and his broad experience in qualitative and quantitative research methodologies allow him to uncover user issues and convert them into actionable designstrategy. Recent projects include retail banking, designing new search services for gen Y and rethinking how a union engages its members.Mark brings 15 years of research and design experience to IDEO. Prior to joining IDEO 10 years ago, Mark was a Researcher at Accenture, where he applied user-centered design methods to develop innovative solutions in the areasof smart environments, wireless services and collaborative tools.Mark's research philosophy is based on the principle that the introduction of new services can fundamentally change how people live their lives. Mark's leadership focuses on anticipating the nature of those changes and exploring howthey influence the design approach of next-generation products and services. Mark talks frequently about innovation in services and teaches Service Design at the Institute of Design at IIT.Mark has a BA in Fine Arts from Amherst College, an AAS in Fashion Design from the Fashion Institute of Technology, and a Master of Design from the Institute of Design at the Illinois Institute of Technology.
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