Hello! I'm Monica, a service designer who gets excited when a single solution fixes problems people didn't realize were connected.

I hold a Bachelor's in Design from Carnegie Mellon University, where I focused on physical and digital environments, services, and systems, and a Master's in Industrial Design Engineering & Innovation from Politecnico di Milano.

My work spans service blueprinting, journey mapping, information architecture, and research — applied at the United Nations and across a global B2B operation. Earlier I conducted qualitative health research at UPMC through Carnegie Mellon's Human-Computer Interaction Institute. A service design project from my time at CMU was selected as a method example in the 2019 edition of Universal Methods of Design.

Outside of work I stay active through tennis and traveling — always looking for new places that do hospitality exceptionally well.

Let's get in touch! monicajxh@gmail.com