Focus

Designing agent-enabled products with clear workflow orchestration, guardrails, explainability, and adoption patterns — especially in trust‑sensitive contexts.

• Orchestration & roles: define handoffs, escalation paths, and state models across humans, agents, and tools.
• Guardrails & governance: constrain autonomy with safe defaults, monitoring, and audit trails that work in production.
• Explainability: design “why this” cues, evidence surfaces, and reversible actions so outcomes stay understandable and controllable.
• Adoption patterns: onboarding, progressive autonomy, and operating rhythms that make AI usable for real teams — not demos.

Workflow

Orchestration

Safety

Guardrails

Trust

Explainability

Omnichannel services that integrate digital products with physical space and operational reality — so the city’s “system” is usable, governable, and coherent.

• Ecosystem architecture: design a common core with explicit local layers so services can scale across agencies, districts, and partners.
• Omnichannel service design: align apps and portals with on-site touchpoints, staff workflows, and real-world throughput constraints.
• Operational truth: use service blueprinting and state design to prevent broken promises, exceptions, and support debt after launch.
• Governance that ships: map dependencies, sequencing, and ownership so multiple teams can deliver coherently in parallel.

Ecosystem

Common core + local layers

Services

Omnichannel

Ops

Operational truth

Secure identity and consent experiences aligned to governance and regulation — designed to be understandable, controllable, and audit-friendly.

• Consent and control: make permissions, purpose, retention, and revocation explicit — with language users can act on.
• Safe defaults: design for minimisation, recovery, and role-based access so the system is secure without being opaque.
• Auditability: embed traceability cues, decision logs, and state clarity that support compliance and operational investigation.
• Adoption in sensitive contexts: introduce high-trust mechanisms (e.g., biometrics) with transparency, fallbacks, and contestability.

Consent

Control + transparency

Security

Safe defaults

Auditability

Traceability cues

250+ facilitated workshops — from executive alignment to large stakeholder forums — turning complexity into decisions and delivery-ready artefacts.

• Rapid convergence: run design sprints and structured forums that move from ambiguity to clear choices, fast.
• Executive alignment: surface constraints, trade-offs, and decision ownership — reducing churn and design-by-committee.
• Delivery-ready outputs: translate workshop outcomes into principles, roadmaps, requirements, and decision artefacts teams can execute.
• Scale through governance: establish lightweight rituals and review loops that keep quality high after the workshop ends.

Design sprints

Rapid convergence

Workshops

Executive alignment

Outputs

Decision artefacts