I help organisations make complex experiences easier to understand and improve
I am a senior service designer and experience strategist working across government, transport, weather services, higher education and telecommunication services.
My work focuses on complex services and organisations where people need to move across different systems, teams, processes and environments to achieve an outcome.
I use research to understand the experience as a whole, identify what is getting in the way and create a clear direction for change.
My approach
I believe good service design begins with understanding how things work in practice.
That means listening to the people using and delivering a service, but also examining the systems, policies, processes, responsibilities and organisational conditions shaping their experience.
I bring these different perspectives together to help teams understand the wider problem, agree on what needs to change and develop practical ways forward.
My work often moves between:
•Research and synthesis
•Service and experience strategy
•Journey mapping and service blueprinting
•Workshop facilitation and stakeholder engagement
•Executive communication and visual storytelling
•Service and experience strategy
•Journey mapping and service blueprinting
•Workshop facilitation and stakeholder engagement
•Executive communication and visual storytelling
From insight to action
I am most interested in work that connects strategy with delivery.
Research is valuable when it changes how a problem is understood, supports better decisions and leads to meaningful improvements.
I translate evidence into clear frameworks, service models, journeys, concepts and stories that help people see what the future could look like and what needs to happen next.I work closely with subject matter experts, designers, content specialists, product teams, developers, operational teams and senior stakeholders to make sure the direction is both useful and achievable.
Supporting people and building capability
Alongside project delivery, I have managed and supported designers, mentored junior team members and guided teams through research, synthesis and design activities.
I have developed and facilitated training, presented Lunch and Learn sessions through the Innovation Network, and contribute as an administrator of the Design in Government Community of Practice.
I value creating environments where people can ask questions, share knowledge and build confidence in human-centred design.
How my background shapes my work
My background includes service design, user experience and visual communication.
While my work is now focused on service strategy and organisational transformation, my visual design experience remains an important strength.
It helps me turn complex research, systems and ideas into clear stories and visual frameworks that people can understand, discuss and act on.
I am comfortable working in ambiguity, but I aim to create clarity. I ask questions, bring structure to complexity and help teams connect the details with the wider purpose.
What matters to me
I am drawn to work that has purpose, complexity and the opportunity to improve how people experience an organisation or service.
I value:
•Clear and honest communication
•Thoughtful collaboration
•Evidence-based decisions
•Respect for the people using and delivering services
•Practical strategies that can lead to change
•Design that is treated as a strategic capability
•Thoughtful collaboration
•Evidence-based decisions
•Respect for the people using and delivering services
•Practical strategies that can lead to change
•Design that is treated as a strategic capability
I do my best work in environments where I can engage directly with stakeholders, influence direction and contribute across both strategy and delivery.
Let’s connect
I am interested in senior service design, employee experience, experience strategy and transformation opportunities.