The broader one’s understanding of the human experience, the better design we will have.
— Steve Jobs

Tori is a Design Leader with more than 14 years experience across multiple industries. With a focus in Service Design and Human-Centered Design methods, she has a passion for holistically examining human needs and conditions to create meaningful, user-centered system solutions for both physical and digital experiences. She has spent the last several years working in the U.S. and abroad with corporate and creative agencies developing client experiences from end to end, identifying pain points and redesigning multiple touch points along company service paths. As the Client Experience Director for ELM, she has built a project management department to meet the needs of an growing company, increasing team bandwidth by 400% in six months.  As the resident Human-Centered Design Consultant, she has worked with executive leadership to design and deploy organizational structures and processes, increasing team member engagement, strengthening client partnerships and boosting production efficiency by 20%.  


The daughter of a Creative Director and a Mechanical Engineer, my design training started early. While other kids were playing Nintendo and reading up on Pop culture, I was playing on Photoshop with my mom as she built a successful design business and discussing the parts of an aircraft engine with my dad as he worked to keep passengers safe in the air. These childhood experiences left me with a strong mind for business, a curiosity for the connection between people and their designed environments and a sense of purpose to serve through my work. These influences molded me in such a way that I spent much of my early career exploring the fields of Art, Design, Human Resources and Training, seeking to reconcile the artist and analyst in myself. Most people would not expect a trained Actor to work on Wall Street, but when your focus is on human behavior-based problem solving, all industries are fair game. My curiosity to understand how people think and my passion for translating human needs into meaningful solutions led me to design school in New York and Italy and now to the cutting edge of Design in California. 

I believe that thoughtful, strategic design has the power to transform our world and improve people’s lives. I love leading teams of people from diverse professional and cultural backgrounds. I want to see the whole world. I like to be challenged. I love to solve complex problems.

I’m not gonna be perfect, but I’m gonna try stuff
— Tom Kelley



Farfetch | July 2018 – present | London, UK

Global Service Design Director

eLearning Mind | October 2015 – July 2018 | San Diego, CA

VP of Service Design | January 2018 – July 2018

Client Experience Director/ HCD & Service Design Consultant  | December 2016 – December 2017

Client Experience/ Project Manager | March 2016 – Nov 2017

Service Design Consultant/ Project Manager | October 2015 – Feb. 2016


Freebird Creative | January 2011 – March 2016 

Design Research & Strategy Consultant


Tuscany Flowers | January 2014 – December 2014 | Florence, Italy

Service Design Manager


Berlitz & Live Institute | May 2012 – January 2014 | Florence, Italy

ESL Corporate Trainer


Fortress Investment Group |  August 2007 – July 2008 | New York, NY

HR Coordinator


AR New York | February 2006 – July 2007 | New York, NY

Creative Group Coordinator



Bachelor of Professional Studies, Interior Architecture

Marist College, Florence, Italy, December 2010 | GPA: 3.8, Summa Cum Laude


 Bachelor of Arts, Theater/ Speech

Wagner College, New York, NY, May 2003 | GPA: 3.4, Departmental Academic Honors


UX Design, Design Thinking & Design Research Certificates

Interaction Design Foundation | August 2015 | November 2015 | February 2016


Facilitators Guide & Course for Human-Centered Design

Acumen & | April 2016



OpenIDEO | San Diego Chapter Founder & Organizer, Community Mentor | March 2015 – May 2017

Interaction Design Foundation | Member | March 2015 – Present

UX Speakeasy (IXDA) | Member | July 2016 – Present

San Diego Experience Design (SDXD) | Member | July 2016 – Present



Leadership | Management | Service Design | Design Research | Strategy | Human-Centered Design Methods | Innovation Architecture | Project Management | Concept Development | Process Development | Journey/Process Mapping | Collaboration | Problem Solving | Photoshop | InDesign | Microsoft Office 

 Languages: Italian (intermediate)



Think Prize | Financial Empowerment | OpenIDEO, Co-Op of Credit Unions & Mastercard | June 2015