Curious since 1981;

Design thinker since 2004;

Multi-hyphenate since 2011. 

Hello, I’m Mona. I use design thinking methods to solve complex business challenges while driving real consumer impact.

I've spent the last fifteen years leading end-to-end CX engagements across sectors including healthcare, FMCG, finance, e-commerce and charity.

I’ve taken charge of leading clients and teams through the whole journey of transformation —framing vision, orchestrating multidisciplinary teams and demonstrating the imagination and blueprint to deliver a desired future.

What I bring to the table as a service design lead:  

- Proficient in re-framing the root of the business challenge and developing service propositions that are consumer centric and commercially realistic.

- I endeavour to place sustainability at the heart of my thinking by integrating human and planet centric design thinking.

- End-to-end service design and orchestration including program and research design, insight development, persona design, journey mapping, service blueprinting, concept development and testing.

What I bring to the table as a human:

- EQ and cultural empathy stemming from a multi-cultural background and international work experience. From West to East: I understand global markets, customs, consumers, and clients.

- I’m inquisitive, driven by empathy and in pursuit of patterns and paths. I’m a seeker and teller.

- I believe in working with, not for. This means I empower my clients to behave like product owners. Collaborating in a team— turn insights into possibilities, to prototype thinking and bring stories to life in ways that move people to take action is the best way to work.

- I am a multi-hyphenate. I once owned and operated an online fashion publication called The Genteel. I am currently a Masters competitive cyclist.