Hi, I’m Hannah,
A service design leader and tea connoisseur.
I’m a Service Design leader specializing in transforming complex ecosystems and scaling teams within highly regulated industries.
About Me
I’m a Service Design Leader specializing in transforming complex ecosystems and scaling teams within highly regulated industries. With a career spanning in-house teams and global agencies, I focus on organizational orchestration - building services that drive measurable outcomes for customers, employees, and the business.
Currently, I am partnering with the CDO to build a scalable service design practice from the ground up. I specialize in navigating the tension between "moving fast" in a tech environment and maintaining the methodical rigor required for high-stakes compliance. I recently applied this at scale, leading a discovery initiative involving 80+ cross-functional stakeholders to map the end-to-end incident experience.
I believe the best services are built through presence and patience, two principles I draw from my dedicated gongfu tea practice to facilitate calm, strategic alignment in the boardroom. When I’m not tackling complex systems, you might find me walking across Manhattan or exploring a new tea house in the city.
I believe service design is most impactful when we share it.
I’ve spoken at Savannah College of Art & Design (SCAD), California College of the Arts (CCA), and Miss Porter’s School about building meaningful services and growing collaborative teams. I often draw from my tea practice, where presence, patience, and connection shape every interaction. I also mentor emerging service designers on ADPList, sharing guidance on leadership, career growth, and human-centered design.
I’m open to more speaking engagements, panels, and guest lectures. Whether it’s service design, team culture, or the intersection of tea and experience, I love creating spaces for curiosity and conversation.
Contact me at hannahpatience@gmail.com if you want to talk about speaking opportunities.
Optimizing Client Onboarding: Reimagining High-Friction Enrollment in Regulated Markets
Mapping Out A Digital Product Ecosystem to Increase Continuity
Observations About Me
An insight into how I work from leaders and peers.
“Hannah and I built our relationship on trust and communication. I can’t easily put in words how much I appreciate this about her.” — Business Partner
“Hannah is a master at unifying the team.” — UX Researcher
“I was impressed (and very pleased!) when Hannah identified the connection points between our projects and brought me into her work early. I’m so appreciative Hannah has this perspective when collaborating cross-functionally on work. It helps to not duplicate efforts and creates better outcomes for the business and our clients.” — Content Designer
“When we were stuck at times in each project, Hannah brought forward ideas that made the room sit back and think, which sparked more conversation and ideas. My favorite narrative she built was different from our “company standards." It was an attention grabbing view into what the future experience could be.” — Business Partner
“Thank you so much for sharing the metaphor of Gongfu tea and its connection to service design. It made abstract ideas feel tangible and heartfelt.”
