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For over 10 years, Laura has focused on representing the human element in any interaction with a brand, through actionable, business-impacting gathering of insights. At MISI Company, she has led multiple cross-channel experience design strategy and business transformation engagements for clients, including AstraZeneca, Hachette Book Group, Prostate Cancer Foundation, the NBA, Pfizer, and Glaceau. Laura’s passion lies at intersections between experience design and the physical, wayfinding, and service design spaces. She is a member of the Citizen Designer group, in New York, and has a column Service Design: Orchestrating Experiences in Context on UXMatters. You can follow her on Twitter @servicedesignLK.