# Matthew Glibbery > Lead Service Designer at San Francisco Digital Services Location: San Francisco, California, United States Profile: https://flows.cv/matthewglibbery I’m a product design leader focused on defining and delivering complex, 0→1 products and systems. My work spans enterprise software and civic technology, where I lead cross-functional teams to turn fragmented, ambiguous problem spaces into scalable products with measurable impact. I specialize in applying product thinking to complex service ecosystems—transforming policy, operations, and user needs into cohesive, productized solutions. Selected impact includes: • Leading a cross-department initiative to redesign San Francisco’s small business permitting system, reducing median timelines from months to ~2 weeks • Defining and launching a new enterprise product at SAP, taking it from concept to MVP in 6 months across global teams • Building a scalable forms platform supporting 300K+ annual submissions across city services I’m most effective in ambiguous, high-stakes environments where design plays a central role in shaping product direction, aligning stakeholders, and driving execution at scale. ## Work Experience ### Lead Service Designer @ San Francisco Digital Services Jan 2022 – Present | San Francisco, CA Since joining San Francisco's Digital Services team two weeks before the pandemic, I’ve been leading inter-departmental journey management initiatives to understand, evaluate, and redesign some of the city’s most important services. I create service blueprints to align technology, product, and business teams on the most transformative opportunities for improving resident and staff experiences. I create process diagrams to simplify concepts, highlight tradeoffs, and support decision-making. I identify and document common service patterns to guide our product strategy and roadmap through shifting department and mayoral priorities. I enable departments to leverage human-centered approaches in their work through trainings, coaching, documentation, and templates. I lead cross-departmental workshops to ensure the city understands and works to improve services end-to-end. I conduct qualitative research, spending days with the public and staff, to identify unmet needs and product opportunities. I design and test pilots, and use quantitative methods to evaluate their efficacy against our most important metrics. As the lead, I create and implement the strategy for scaling service design’s impact across the city, and manage one additional service designer. I facilitate internal efforts with product managers, researchers, content designers, and engineers to set team strategies around our products, platforms, and engagement models. I recently led the creation of a North Star for our forms product that reshapes our relationship to our city partners, transitioning our approach from a high-touch service to a platform that scales. My work has led to the creation of more than 15 digital services across the city. Among other things, my projects have reduced the time to issuance for small businesses from 6+ months to 13 days, and have cut the time it takes for staff to run vending location lotteries by 50%. ### Senior Service Designer @ San Francisco Digital Services Jan 2020 – Jan 2022 | San Francisco, CA ### Senior Product Designer @ SAP Jan 2016 – Jan 2020 I led the 0 to 1 design of a new SAP product for managing & monitoring IT systems. In 6 months I facilitated a cross-functional workshop to define the product, designed and tested a low-fidelity prototype, and launched a global beta. I led the design of the trial experience for SAP’s cloud products. I led over 25 co-innovative customer engagements with some of the world's biggest brands. My work on the home subsidy application experience for low income Colombians improved their disbursement success rate by 700%. My redesign of the NHL stats experience led to increases of 25% in number of site visits and 45% in engagement time. I conducted ethnographic research to discover why turnout is so low among young voters, explain why truck drivers choose one service station over another, and determine what factors predict whether or not a season ticket holder will renew their purchase next season. I led workshops to identify the biggest opportunities for improvement in a city's 311 services, create a five year strategy to redefine an NGO's role in their ecosystem, and reimagine the future omni-channel retail experience. I received an Honorable Mention from the 2017 UX Awards for my work marrying the physical and digital experiences at the Super Bowl 50 fan village in San Francisco. I received a Notable - Service Design Award from the 2017 Core77 Design Awards for my work on helping TurboVote better reach first time voters. ### Product Designer @ SAP Jan 2014 – Jan 2016 | San Francisco Bay Area ### Design Intern @ SAP Jan 2014 – Jan 2014 | San Francisco Bay Area ### Chief Design Officer @ Kitchen Wizard Jan 2013 – Jan 2014 As Chief Design Officer I used insights from ethnographic research to drive our value proposition, strategy and experience. I tested the value of our service with a “Wizard of Oz” prototype, collecting inventory information from a false frontend that I could use to manually find and provide recipes upon a user request. ### Engineering Co-op @ Hamilton Sundstrand Jan 2009 – Jan 2012 | Windsor Locks, Connecticut, United States Throughout college I alternated each quarter between school and this internship. Each quarter I'd return to a different team within Hamilton Sundstrand, gaining experience across the company. ### System Engineer @ Hamilton Sundstrand Jan 2012 – Jan 2012 I worked on the cooling system for the Boeing 787. I completed my thesis on a tool that optimizes the design of gear pumps to minimize the damage caused by pulses in pressure. I led the investigation into a failing emergency shut-off valve that had caused a pause in the Rolls Royce jet engine production line. ### Procurement @ Hamilton Sundstrand Jan 2009 – Jan 2009 | Windsor Locks, CT Integrated Product Development: Spearheaded a supplier rate readiness review to determine their ability to meet an upcoming surge in production. Streamlined the supplier bidding process and held a supplier selection summit for a military program. ### Manufacturing Engineering @ Hamilton Sundstrand Jan 2009 – Jan 2009 | Windsor Locks, CT Supported the transition to an electronic workfloor by leading controlled builds and creating electronic standard work operation books. Optimized the procedure for approving "redline" changes to operation books. ## Education ### Master of Science (MS) in Engineering Design and Innovation Northwestern University ### Bachelor of Science (BS) in Mechanical Engineering Kettering University ## Contact & Social - LinkedIn: https://linkedin.com/in/matthewglibbery - Website: http://matthewglibbery.com --- Source: https://flows.cv/matthewglibbery JSON Resume: https://flows.cv/matthewglibbery/resume.json Last updated: 2026-04-05