Jess comes to Service Design from the humanities and innovation strategy. Prior to the RCA, she studied History and Literature at Harvard and worked in strategy consulting, with a focus on organisational design and EdTech. She enjoys working with words—both in the telling of user stories and the development of frameworks to connect levels of service experience. The RCA has given rise to a scattering of small obsessions, often linked to pattern languages and how we communicate value/brand in design through stories.