Hello! I'm Monica, a service designer and researcher who finds the fix hiding in problems people didn't realize were connected.

Standing at the intersection of interaction design and organizational strategy, I specialize in uncovering cross-functional friction and architecting the frameworks required to scale complex operations. My work leverages service blueprinting, journey mapping, and information architecture to drive operational efficiency and digital transformation—applied at the United Nations and across global B2B operations.

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. A project from my time at CMU was selected as the Service Design method example in Universal Methods of Design: Expanded and Revised (2019).

Outside of work I play tennis and travel — always looking for new places that do hospitality well.

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