What I do
I bring a considered, human-centred approach to complex challenges, connecting strategic thinking with practical design to make things work better.
Understanding how people experience services across touchpoints, and how processes, technology and organisations can work together to make them better.
Customer journeys · Service blueprints · Experience mapping · Process mapping · Service improvement
Designing intuitive digital interfaces and interactions that help people navigate information, complete tasks and access services.
UX/UI design · User flows · Wireframing · Prototyping · Interface design · Usability testing
Turning research and emerging opportunities into actionable strategies, new propositions and clearer directions for products and services.
Research synthesis · Opportunity identification · Experience strategy · Concept development · Business modelling · Strategic recommendations
Looking beyond individual experiences to understand the systems that shape them. I’m interested in how infrastructure, processes, relationships and organisational structures influence how services work, where they break down and what needs to change for them to work better.
Systems mapping · Stakeholder mapping · Operating model analysis · Project Management Support · Ecosystem mapping · Process improvement
The Approach
A look at the thinking, principles and perspective that shape my work.
