ABOUT

Hi, I'm Rob Fay.

Since May 18, 2026, I’ve served as a Digital Services Expert (Design) in the Executive Office of the President, US Digital Service. My current work includes the National Provider Directory.

I’m driven by a passion for solving the right problems—designing customer-centric products, services, and organizations while empowering the teams who make them possible. Great design doesn’t happen in isolation; it touches every stakeholder and creates ripple effects across culture, operations, and outcomes. I often say that the old adage “happy wife, happy life” has its workplace equivalent: happy employees, happy customers. When people feel valued and inspired, they create experiences that matter. Today, my focus is on transforming organizations—digitally and culturally—to deliver customer-first solutions. True transformation starts with people, and design is the catalyst that helps them succeed together.

Through Gumshoe Design, my independent consulting practice since September 2016, I advise leaders on complex customer, product, service, and organizational challenges. I help identify the right problems before investing in solutions and turn customer evidence into practical strategy. My practice connects digital and non-digital journeys through research, systems thinking, and service design, and strengthens customer-centered ways of working through training, coaching, facilitation, and executive advisory support.