Project work
I support organisations through all stages of service development: Scoping, Discovery, Alpha, Beta, Live
Set up and conduct design research using multiple qualitative and quantitative methods such as interviews, shadowing, research prompts, leading workshops.
Facilitate co-design methods with users and service teams to develop and iterate ideas.
Visualise current and future service journeys, blueprints, storyboards, personas, service models.
Create prototypes and experiments to test the value, impact and implications a solution has on users and services.
Support organisations in launching new service offers, working with teams to gradually change processes.
Collect data to measure and validate the impact we are aiming for.
Design strategy
I love guiding organisations at the start of their journey.
Bring together people from different teams across the organisation and facilitate workshops to formulate a shared vision.
Identify where and how a user-centered approach can support the organisation achieving its vision.
Set up workshops and user research during the scoping phase to define areas of work short and long term.
Develop a roadmap by suggesting starting points, writing project proposals and forming delivery teams.
Use storyboards, personas, user stories to make the vision tangible.
Capability building
Sharing design methods and skills is a passion of mine.
Create learning and development frameworks.
Train teams in following a user-centered approach.
Provide advice on how to form and lead service design teams.
Teach other team members specific techniques while collaborating on project work.
Use 1:1 mentoring and reflective sessions so each team member can gain specific knowledge that is most meaningful for their personal development.