JP
Service Design · Product Strategy · AI Experience
Making the
invisible visible.
VP-level strategist and service designer. I go into complex organizations, find the humans everyone forgot to ask, and surface what's actually broken — so something better can be built.
Experience at
JPMorgan Chase
·
Baylor Scott & White
·
Arvest Bank
·
Steampunk Inc.
·
U.S. Army
Selected work
All case studies
01 — JPMorgan Chase
Compliance Technology · Ecosystem Design
Making a decades-old organization visible to itself
No one had a clear picture of how the organization existed — how people communicated, what systems they used, where data flowed. We changed that.
02 — JPMorgan Chase
Trade Surveillance · Platform Redesign
Redesigning how analysts surveil the markets
Analysts were jumping through 4–5 systems to disposition a single alert. Legacy tools at end of life. A better way had to be built — from scratch, from research.
03 — Baylor Scott & White
Healthcare · Patient Experience
Fixing what happens after a patient leaves the hospital
The visit ends. The confusion begins. We went into hospitals, talked to nurses, doctors, and patients — and redesigned the post-discharge experience.
04 — Arvest Bank
Financial Services · Design Culture
Embedding design thinking inside a traditional bank
Frontline associates to senior leaders — building the human-centered design capability that most organizations only talk about.
About Jonathan
Reconnaissance soldier turned service designer.
Same mission, different terrain.
Six years as a U.S. Army Cavalry Scout trained me to enter complex, ambiguous environments, make sense of them fast, and come back with something actionable. I deployed to Afghanistan, attached to Special Forces.
I've been doing the same thing in organizations ever since. I go in, talk to the people doing the real work — nurses, analysts, bankers, patients — and I figure out what's actually broken. Then I help fix it.
Today I work at the intersection of human research, service strategy, and AI.
6+
Years of professional experience
5
Industries worked across
100+
Hours of research & interviews
40+
Maps & blueprints created