We live in an age of increasing connectedness and global presence, a time where our attention is easily fractured and information can be anywhere in an instant.
In this social and technological landscape the expectations people have when they interact with services is evolving, creating new norms and stimulating emergent behaviour.
I collaborate with organisations to design services balanced to fit the lives of the people that need them.
Service Innovation
Keeping pace with the technological and social shifts is a constant for most organisations. Knowing who your customers are, what they need and how your organisation can deliver value is at the heart of this service.
I work from unknowns to clear service visions and tested propositions so the services I deliver are the things people need and choose to use.
Common benefits this delivers
Articulated customer needs
Attaining market fit
Increased competitive strength
Increased customer satisfaction
Higher staff morale
Increased value for money
Service Improvement
Often services are experienced as a collection of disparate parts without a unifying glue that keeps it all together. This is magnified as the landscape organisations deliver services within becomes more complex; from external shifts in cultural norms and technological advances to internal reorganisation and changing operational objectives.
I rebalance the various parts of your service so your customers and staff experience its true value.
Common benefits this delivers
Increased customer satisfaction
Higher staff morale
Better service usability & orchestration
Reduced customer churn
Increased value for money
Increased service uptake
Supporting Expertise
Facilitation
I make workshops productive, lively and informative. My design led approach blends structured interactive, participatory activities with exploratory creative activities that engage people with the project.
Workshops are often bespoke for the outcomes that are sought but draw on a set of tried and tested methods. I find this approach opens up peoples minds to ideas in a collaborative, stimulating way that results actionable outcomes.
Prototyping
I make models of the future service in whatever form and fidelity is required so that I can gather insights and evidence to support its evolution.
These prototypes are often aimed at understanding specific parts of a service and can be produced at a significantly lower cost than heading into final production.
Mapping
Good maps and visualisations are fundamental to a teams’ success. They create a shared understanding of the problem space and inform how services can be designed to fit.
I often use them as a way to tell the story of a service and how people use them.
Research
The answers to driving change are often found in the thoughts, environments and actions of users and stakeholders.
I plan, conduct and analyse design focussed user research that is structured to shine light on the needs of a project. This can be from contextual research to remote interviews, surveys and usability testing.
Diverse Experience
I work across private and public contexts with experience at seed stage startups through to multi-nationals. The details may vary to suit the people and environment but at the core I focus on solving service experience problems. Below is a selection of the clients I have worked with over the years.
