About
Delivering student success solutions using a human-centered approach
The Power of Design and of Designed Services
We believe in the power of design to improve how people navigate and experience the world in pursuit of their goals. Good service is purposefully designed and co-created with your customers - students, faculty and staff.
We know that students must navigate many administrative service touchpoints before entering, and while attending college. In delivering these services, there are moments that matter to students and where service failures can negatively impact reputation, erode trust and lower retention.
Our Approach
We are a human-centered service design agency.
We work outside-in at the intersection of people and technology.
We help you navigate complex ecosystems (people, policy, process and technology). We understand what it takes to make changes to large business systems, and that success or failure will be evaluated at the many touchpoints and through the service experiences of the people being served.
We strive to design and deliver service experiences that are welcoming, inclusive and accessible through user research that includes the voices of underserved groups.
We know that strategic design choices enable an organization to realize the greatest value and impact from their technology investments and that good design can be measured and create a return on experience (ROE).
Bernadette Geuy
My passion is in finding ways to improve student experiences and to support students' academic successes.
I am a service design strategist and change maker. I created Power of Design Services to focus on improving service experiences in higher education.
I have worked in Higher Ed for more than 17 years and most recently as the Design Lead for a large and complex Student Information Systems replacement project (SIS) at the University of California, Berkeley. In addition to service design, I have an extensive background in information technology and in a variety of product management, engineering management, marketing and business development roles. Throughout my career, I have been known as a problem solver and for my strong customer advocacy; always striving to remedy poor service experiences.
Education
BA and MBA - University of California, Berkeley
Affiliations
Service Design Network - Co-founder of the San Francisco chapter
Publications
“Service Design at Scale.” An Introduction to Industrial Service Design, edited by Satu Miettinen, Routledge, 2016, pp. 44-51
“Humanizing an Organization through Digital Experiences,” IASDR, October 2017
“Designing for Value and Impact,” Touchpoint Magazine, November 2017
"Humanizing Organizations - the Pathway to Growth," ServDes18, June 2018
Daphne Ogle
I am a designer, strategist and user advocate. My passion is to help organizations design experiences that make people's lives better. Together with users and stakeholders, I specialize in co-designing holistic, customer-focused experiences that enable organizations to thrive.
Over the past 20+ years, I have gained broad and deep experience within the experience design umbrella that allows me to see a problem from many different perspectives. My superhero strengths are connector and empathic, which enables me to inclusively dig deep into a problem, make connections across silos and advocate for both the customer and the business. I understand the value of transparency, alignment and bringing everyone along in the process.
In my current role as a Principal Service Design Consultant, I help organizations strategically think about the experiences they need to create to enable customers to thrive and grow their business. I co-design holistic services with the business and the people they serve.
Education
Bachelor of Business Administration (BBA) and Masters in Human-Computer Interaction - University of Michigan.
Mary Beth Watson
I have an innate curiosity as to how things work and WHY things are done a certain way.
My education in both science and engineering gives me a methodical problem-solving approach. However, the “soft skills” acquired through many years of technology-service delivery built the value that I bring to teams. I believe in the power of active listening, effective questioning, solution framing and compelling storytelling, enabling deeper customer relationships and better client experiences.
At Power of Design, we each wear many hats. Some key activities I perform are researching, coordinating activities with clients and operations strategy.
Education
BS Electrical Engineering - University of Iowa
AA Medical Technology - Missouri Technical College
The Team
We work with a number of associates that collectively have decades of experience in Higher Education, plus in service and experience design.
