Steampunk

Overview

Service Design in Action‍

To support this client who is positioned at the forefront of our nation's cybersecurity efforts, we delivered a suite of research-backed service design artifacts that redefined how the agency approached workforce development. At the heart of this work were persona profiles and customer journey maps—tools designed to make sense of complexity and anchor training strategies in the real-world needs of key roles. Built from extensive interviews and field research, these visuals helped the agency streamline operations and orient its learning programs around what matters most: mission-critical knowledge.

From Insight to Impact‍

By visualizing user behavior, challenges, and motivations, these deliverables created a clear, human-centered foundation for change. Persona snapshots offered quick, compelling insight into workforce roles, while journey maps traced the day-to-day experience of those on the ground. These tools directly informed a specialized training program built for seven high-impact roles, combining immersive learning, real-time knowledge checks, and applied practice. The results were measurable, memorable, and deeply aligned with their mission—helping close long-standing knowledge gaps across the organization.