Building positive customer experience is our passion as well as our profession. We have over 90 years of combined experience in design communications and the built environment.
An experience and systems designer, Mark has been working in human-centered design for over 30 years. His work helps clients understand all aspects of a given customer journey, empowering staff to deliver an experience that’s clear, relevant and human.
He previously spent 13 years as president of a world class environmental graphic design firm, where he was the lead strategist for diverse healthcare, higher education, civic, corporate, trails and tourism institutions throughout North America.
He has served on executive committees of two international design boards: the SEGD and the Association of Professional Design Firms. Throughout his career, he has been a sought-after speaker to global trade associations, design organizations and student groups.
In 2012, Mark earned his evidence-based design certification (EDAC) through the Center for Health Design, and in 2017 became certified in Systems Practice through +Acumen. He is a 1987 graduate of the University of Michigan.
Mark serves as the Communications Director for the University of Michigan Alumni Club of Grand Traverse, has been a member of the Traverse City Track Club Racing Team since 2014, and in April 2016 completed his first Boston Marathon finish.
For the past 40 years, Mark has had one singular focus in his professional life: design. No matter the size or type of project, he believes organizations can truly differentiate themselves through the power of great design.
Mark’s unrelenting passion for design has had a profound impact on organizations in sectors from healthcare to institutional and corporate to law. He prefers client reaction over industry recognition and awards. “Your team is truly an incubator of ideas that guide the way,” is an example of the types of things Mark’s clients have to say.
In addition to being a founding partner of Connect_CX, Mark is also the owner of Forcade Associates, one of the leading wayfinding and signage firms in the world. His in-depth experience simplifying complex communication problems through wayfinding is invaluable in helping complex organizational structures and cultures bring clarity to their customer experience.
Mark pulls his design inspiration from his personal passions, which includes riding his bike over some of the most challenging mountain passes in Italy, Switzerland, Canada and the United States. It also includes a grand prix level sailing career. He is an accomplished cook and has an obsession for red wine. But it’s his insatiable love for coffee that keeps him constantly fueled.
Mark received his education from the University of Kansas School of Design where he majored in Graphic and Industrial Design.
A 21-year veteran in the industry and founding partner of Connect_ CX, Yvette serves as the Senior Designer and Project Manager. She oversees all stages of the design process for our largest and most complex projects. Yvette thrives on the evolutionary nature of the work, and believes creative challenges stimulate great design.
She has led the creation of environmental graphic programs, signage and wayfinding systems for many healthcare systems, including Community Health Network in Indianapolis, where she managed a full rebranding campaign for more than 300 locations.
Yvette graduated from the University of Kansas, School of Design, with a BFA in Graphic and Interior Design. Outside of work, she loves traveling to new places and immersing herself in local architecture, design and people. Yvette is an avid photographer, with a distinct passion for architectural photography.