I help create engaging, narrative-based experiences, based on research and data to ensure services are accessible and simple to use. A wealth of experience in UX, Service, and Product Design across multiple sectors helps me effectively refine solutions to reach the best outcomes.
The bottom line is I love designing and creating products that integrate with daily life to improve customer wellbeing.
Designing solutions for real world problems
Bag of goodies
A selection of the tools that I use throughout the differing stages of design.
Service and UX Design
Taking into account the online and offline services that feed into the customer experience makes it possible to create outcomes that align closely with customer and business requirements.
Workshops and facilitation
From kick-off workshops to journey mapping sessions with business leaders and customers, I use these to uncover the jobs to be done, and opportunities for alignment and improvement.
Research
From setting up surveys, running customer testing (remote, in-person, moderated), and digging into data I use these to help throughout a project for research and validation of direction.
Behavioural design
By starting with a desired human outcome we are able to design interventions for situations that really help nudge people to make the right decisions for their life.
Design direction
I help teams be more creative and build products that are a delight to use. I like to push brands to make hard decisions and make their best even better.
Happy teams
Working closely with colleagues and collaborating creates a sense of well-being and understanding. As someone said the other day… “you don’t know your colleagues until you know which packet of crisps is their favourite”.
Mentoring
Helping others reach their goals, unlocking their potential, and finding a path to happiness leads both to career and personal development. Find your why…
Unlocking creativity
By using collaborative creative tools we can uncover diverse concepts, be more efficient in our discovery processes and produce improved outcomes for our teams and customers.
Storytelling
Storytelling is a valuable tool that I use to make the complex easier to understand and the mundane more engaging and memorable. It can help to promote understanding, and empathy for customers.
UI design and branding
I still love getting my hands dirty and helping push the boundaries of what is creatively possible. A deep understanding of all aspects of creative design, from branding, UI design to animation.
The process by design
Depending on the scale, timeframe and budget of the project there are certain things we must do, should do and could do within each stage of the process.
01. Approach
A clear understanding of the problem; Ensure everyone is on the same page; Select the right approach for the project. Focus on the outcomes for the business and customers.
Outcomes: Shared understanding, Vision, Goals, Objectives challenges, and Define approach.
02. Listen and absorb
I seek to learn as much as possible in a beginner’s mindset about customers, and the business with the resources available.
Outcomes: Assumptions and planning, Understanding the business, Understanding the customer.
03. Define and frame
I seek to define and frame key problems, uncover insights and identify opportunities. Ensure we're solving the right problem so that the team build the right thing right not the wrong thing right. What are the primary ‘Jobs to be done’?
Outcomes: Make sense of the research, Identify insights, Communicate opportunities
04. Create
Shape previous understanding into something tangible and testable, starting with the structure and the right fidelity for testing before adding on the bells and whistles.
Outcomes: Collaborate, Idea generation, align with principles
05. Test & Iterate
Once we've come up with ideas I test them as soon as possible, enabling ideas to grow in value through each iteration.
Outcomes: Identify good ideas through customer testing
06. Launch & Optimise
When we deliver a product or service to our customers we always ensure that our assumptions about how it will perform are validated. We measure performance and iterate to deliver an optimal experience for our customers.
Outcomes: Define metrics, Understand what can be improved, engaged customers and happy stakeholders