I create engaging, narrative-based experiences, grounded 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 and improve customer well-being.
Designing solutions for real world problems
Bag of goodies
A selection of the methods 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
I use kick-off workshops, journey mapping, design thinking and Future thinking sessions with business leaders and customers to uncover opportunities for alignment and improvement.
Research
Focus groups, diary studies, surveys, customer testing, and digging into data I use these to help throughout a project for research and validation of direction.
Behavioural design
By using Behaviour change frameworks (COM-B model) I’m able to design interventions that engage people to help them make positive decisions.
Design direction
I help teams be more creative and build products that delight. I like to push brands to make hard decisions and make their best even better.
Product design
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, and UI design to animation.
The process by design
A simple well-trodden path blending the double diamond and agile sprint processes.
01. Discover
Using a mixture of workshops, interviews, surveys and desktop research I get to know you and your customers, to give me a broad understanding of the problem and environment.
Outcomes: Shared understanding of goals, objectives and challenges facing the business and customers.
02. Define
Define and frame key problems, uncover insights and identify opportunities to ensure we're solving the right thing.
Outcomes: Understand findings, identify insights and share opportunities.
03. Create
Working in teams I help shape and refine ideas to design and validate with customers, looping back to ensure we’re still focused on the initial problem statement/brief.
Outcomes: Collaborate, generate ideas and align with the brief.
04. Test, Validate & Iterate
Test the concepts as soon as possible, enabling them to grow in value through each phase of deesign.
Outcomes: Identify best ideas through customer testing
05. Launch, Measure & Optimise
Party time… after launching a product or service we measure its performance, survey customers and improve where it’s not serving customer needs.
Outcomes: Define metrics, and understand areas for improvements.