A Career Built on Innovation and Human‑Centred Design

• At Intuit, Erika pioneered service design leadership, embedding human‑centred strategies into key products like QuickBooks and TurboTax, improving support volume and customer satisfaction, and launching Intuit’s mobile‑first App Marketplace .
• At Mural, she led new business and XR/VR initiatives in partnership with Meta, boosting onboarding and retention through deep customer research and strategic design systems  .
• In 2023, Erika was the first industry‑hire Digital Service Expert at NASA, where she formulated data‑driven strategies to de‑risk digital transformation, implemented agency‑wide AI readiness workshops, and created an innovative Federated Search initiative  .

A Strategic Vision for DTS

As DTS’s Executive Director of Design, Erika will:

• Elevate design systems, service design, and AI‑enabled innovation across the organisation.
• Drive strategic alignment and digital transformation using human‑centred methods at scale.
• Mentor cross‑functional teams, co‑design with stakeholders, and embed best practices across every layer of design, technology, and strategy

Her appointment signals DTS’s commitment to future‑focused design leadership and our intent to tackle strategic complexity through thoughtful, inclusive innovation

About Erika Flowers

Erika is co‑founder of Practical by Design, co‑creator of the Practical Service Blueprint, and co‑author of Your Guide to Blueprinting the Practical Way. She is also a sought‑after speaker and mentor in service design and AI integration  . Her approach blends systems thinking, facilitation, and psychological insight to transform organisations from the inside out.

We welcome Erika to DTS with enthusiasm and look forward to accelerating our team’s design maturity and impact under her leadership.