Traci Thomas

Service Design Lead

Traci leads MAYA’s service design discipline and offerings. Her work at MAYA has spanned from small to large corporations and nonprofits across a variety of industries including: industrial manufacturing, healthcare, restaurants, and education. As a service designer, she creates holistic and memorable experiences that connect both user and organizational needs across multiple touch points. She follows a design approach that’s rooted in ethnography, co-design, and iterative prototyping. She coalesces her deep insights of the human experience with tangible recommendations involving environments, information, and technology.

Traci has been the lead organizer of the Pittsburgh Global Service Jam since 2015. This 48-hour design challenge introduces participants to the service design discipline and enables them to put service design tools and methods into practice. Traci also participated in a service design panel discussion at the IXDC conference in Beijing, China and facilitated a workshop called “Service Design: The Future of Work.”

Prior to MAYA, Traci co-founded the Chicago Service Design network—the first service design chapter in the U.S. bringing awareness to the service design discipline. Traci also worked on the book 101 Design Methods: A Structured Approach for Driving Innovation in Your Organization, by Vijay Kumar, where she focused on innovation and research methodologies.


MDes Design Planning & Research, IIT Institute of Design
BA French, Wellesley College

Blog Posts

Design Thinking and Doing Part II—A New, Curated Experience
Dec 13 2016 in Notes from the Field

A reflection on how to put design thinking into action.

Design Thinking and Doing Part I—The Recursive Loop
Nov 30 2016 in Notes from the Field

Design thinking is more than a buzzword. Our Service Design Lead explains design thinking and doing in relation to service design.

6 Key Takeaways From the Global Service Jam
Mar 22 2016 in Notes from the Field

The service design industry is quickly gaining traction in the United States. Here are six things to consider when designing for services.

Speaking Engagements

International Conference of Experience Design (IxDC)
Jul 17 2015

Traci Thomas attends IxDC in Beijing to speak about Service Design and how companies need to innovate around the future of work in a global environment.


Join MAYA at the PACE 9th Annual Inclusive Voices Event
Mar 14 2017

We are excited to join the conversation around benefiting the Pittsburgh region at this year’s Program to Aid Citizen Enterprise (PACE) Inclusive Voices event.

2016 Global Service Jam
Feb 18 2016

We’re hosting the Pittsburgh Global Service Jam Feb 26-28. This 48-hr design challenge takes place around the world for people to design new service solutions around the same theme. Register today!

PGH Service Jam Wrap-Up
Mar 20 2015

MAYA hosted the 2015 Pittsburgh Service Jam (part of the Global Service Jam) the weekend of February 27 - March 1. Local teams across six contents designed new service solutions around the same theme.