Featured project
Service Design + User ResearchTelecommunications2024
Pay Monthly Welcome Experience
Mapping the first month after buying a mobile plan, and showing where trust quietly breaks.
Read the case study
Work
Selected case studies
A small selection of the projects I've worked on across healthcare, government, tech, and energy.
Most projects I work on involve service design and user research together. Where they're split here, it's because the focus leaned one way, not because the other was missing.
10 case studies
Service Design + StrategyEnergy / B2B2022–2024
B2B Digital Transformation
Getting design a real seat at the table inside a global B2B rebuild across 12 squads.
Service Design + User ResearchHealthcare2024
Healthcare Identity & Care Access
Making access to healthcare simpler. Clearer self-serve, less confusion about what's covered, fewer dead-ends.
Service DesignGovernment / Energy2022
Net Zero Funding Service
Helping UK businesses find and apply for government funding, without flattening every fund into one form.
Service DesignEnergy / B2B2021
Offer Configurator
A guided sales tool that catches risky deals without slowing the team down.
User ResearchEnergy2023
Global Enterprise Discovery
Looking at how rebate work actually happens across EU and APAC, before changing anything.
Service Design + User ResearchPlanning & Regulation2022
Inspector Case Management Lightning Sprint
A one-week sprint with inspectors to test a case-management idea before anyone signed a contract.
Service Design + User ResearchLocal Government2023
Welcoming New Residents
A digital welcome service for people moving into a London borough, tested with real residents.
Service Design + User ResearchCentral Government2018
A Better Place to Work: DCLG IT Modernisation Discovery
Discovery with 77 civil servants across the UK to settle one question: Office 365 or G Suite?
User ResearchInfrastructure / Government2021
HS2 IT User Research Toolkit
Turning one research project into a toolkit so HS2 teams could keep doing it themselves.
More workEarlier samples of projects.
Standardising the rebate process across regions
Rebate work looked standard on paper, but in practice it changed by region, customer, system, and team, with each function holding only part of the picture. I ran 30+ interviews across the EU and APAC and mapped it role by role, so design, product, and technology teams had one honest, comparable view of how it actually worked before committing to a roadmap.
A new way to view cases for planning inspectors
Planning inspectors review hundreds of documents per case, from different sources, with no easy way to find or work through them. In a five-day sprint with inspectors in the room, I went from mapping the problem to a tested, clickable prototype, giving the organisation a real direction to build from rather than a list of requirements.
Embedding user research at HS2
As HS2 scaled, its IT decisions needed to be grounded in user needs rather than assumptions. I ran mixed-methods research with 100+ staff and partners, turned it into evidence-based personas, and built a practical toolkit so non-specialist teams could keep doing the research themselves after I left.
Got a project in mind?
Happy to chat. Drop me a line and tell me what you're working on.