1. 1315 SE 195th
Ave. Camas, WA 98607 1.360.910.1530
Seeking a leadership role in customer or user experience design strategy, planning or
implementation.
21 years of corporate, consulting and academic experience have built my skills in:
• Customer driven product, service, interaction, system &
business model innovation
• Customer and user experience strategy, planning and
system architectures
• Experience, design and innovation organization
development
• Integrating customer driven strategies and plans into
broader business strategies
• Stakeholder-centered approach to gaining commitment of
internal and external partners
• Customer experience program and project management
• Exercise and coach others in change leadership
• Facilitation, collaboration, teamwork, consultative
relationships
Principal in a management and organization development consulting firm specialized in
growing experience, design and innovation groups to deliver better customer experiences.
Major clients include Microsoft, Yahoo!, Coca-Cola, Hershey’s and Skoll Foundation.
• Developed experience objectives, then architected the experience, created wire frames and
workflows for experts to provide input to an artificial intelligence-driven mobile consumer
application.
• Designed, managed research, and delivered first known needs-based donor segmentation
model for emerging class of Chinese national philanthropists (funded by a foundation).
• Developed trend research prioritized against potential customer value for a home
improvement manufacturer.
• Created Design organization strategy and architecture for confectioner.
• Designed organization strategy and architecture for new design function at web service
provider
• Defined and aligned design strategies with business strategy at a major software company
• Developed Design Thinking & Systems Design training for a major soft drink company
Led project team in developing models that are beginning to be adopted profession-wide to
define:
• Business Value and Metrics System for Design
• Design Organization Maturity Index
Managed five person team to build experience design capability across HP; worked with VP of
Corporate Design and company executives to reorganize its design groups, and to hire design
leaders and cultivate new needed capabilities within design, marketing and engineering.
• Worked with two of three major business units to structure experience design organizations
and hire their first design directors
• Architected and implemented governance and operating systems for design across HP,
including a design council.
• Developed Innovation Center & Innovation Program Office for $30B Imaging Division
• Created turnkey Customer-Invent Process for HP Labs to innovate & commercialize with HP
partners new products & services. (HP partnered with Baltimore Ravens, Daimler Chrysler,
& Samsung) Patent pending process.
• Developed and delivered Customer-Centered Design class and Design Thinking webinar to
business people (garnered highest webinar attendance ever).
Stephen Sato
Objective
Key Skills
Experience
Sato+Partners
Principal
2008+
Hewlett-Packard
Sr. Mgr. Corp Design
2005-2008
Design Mgmt.
Institute
Chair-Design Value Pjt.
2012+
Deep Skills
Customer & User
Experience:
Strategy & Planning
System & Bus. Model
Innovation
Organization Development
Integration into Existing
Bus. Systems
Broad Skills
User Research, Product,
Service & Interaction Design
Design Management

2. Led six person group; part of a 20 person multidisciplinary internal consulting team that
worked with executives and managers to define and integrate customer experience strategies
into plans, then implement.
• Developed business models and mobile/field device to make microfinance efficient and
reliable enough to interface with banking systems. Received 2005 UN International Year of
Microcredit recognition.
• Developed and gained alignment to customer experience objectives or HP Enterprise
Business Strategy ($30B in revenues)
• Facilitated customer experience driven Go-to-Market Strategy for Worldwide Consumer
Marketing for two years
• Developed and integrate customer experience driven portfolio planning process into
Consumer Printers
• Customer research and define touch point experience objectives, then facilitate integration
into strategy and planning for: 3D Printing ca. 2002), Application Service Providers, Digital
Entertainment Media Hub, Digital Photography strategy Positioning “Cloud Computing” (ca.
2003), Unified Messaging/Voice Enabled services, Computing-as-Utility Pricing
Project Manager for developing new systems
• User research and architecture for steel industry's first web-based marketplace, Cited in
books.
• New consumer cell phone service offering by Motorola; introduced at the Super Bowl in
2000
• Family-centered system of solutions & leisure-based brand strategy for a car rental company
• New approach and business model for debt reduction counseling
• Worked with VC’s to identify then reduce reduce risk of adoption
Taught graduate classes:
• Design Research: Revealing Social Human Factors
• Design Theory
First designer and first human-centered researcher in the advanced development and research
group (colleagues were PhD scientists)
• Researched & derived a model on how organizational coordination, learning (& culture)
spreads when using remote collaboration technologies
• Produced a working prototype (PRARIE) of a interactive office wall that supports informal
social interactions & collaboration (Awarded most innovative demo at Accenture in 1995).
• Did study on the social-organizational dynamics of distributed software development basis
for a number of new AC services & offerings.
• Consulted with manufacturers on functionality and interaction design of first generation of
consumer desktop video systems.
12 years further experience in managing complex power plant design and build projects, and
advanced energy R&D.
• Masters of Design, 1993, Institute of Design at Illinois Institute of Technology - human-
centered design, information/interaction design, design methodology, design planning
• Masters of Engineering Management, 1987, Northwestern University (hybrid Kellogg MBA/
engineering program) - focus on R&D/New Product Development, MIS systems
• Bachelor's of Science Mechanical Engineering, 1979, University of Illinois, Urbana - machine
design, design management, and engineering psychology/human factors
• Authored or co-authored over a dozen whitepapers and articles (list available on request)
• Keynoted and presented at numerous conferences (list available on request)
• One of three international judges for PADIS 2015 Design Week in Peru (over 1000 entrants)
• Pro-bono work using Design Thinking and member-centric approach to help leadership with
strategies and plans: regional Big Brothers/Big Sisters, conservation and recreation,
professional and religious not for profit organizations
• Mentor in Big Brothers/Big Sisters program since 2002
Hewlett-Packard
Mgr. Customer
Experience Strategy
2000-2005
Institute of Design
Adjunct Professor
1994-1996
Doblin Group
Project Manager
1996-2000
Accenture
Assoc. Researcher
1993-1996
Education
Publications &
Presentations
Other Activities
Engineering
Experience