I love a hat, and I’m happy to wear many!

Here are some of the best ways I can help:

Vision.

Vision concepting has been at the core of my career for many years. It’s often difficult for businesses to visualise their future, I’m at my happiest when I’m helping them define this through every point in the journey – front and back stage – from a human-centred angle that allows us to collaboratively reimagine each experience as it should be. Ultimately designing a future-state vision that is driven by the needs, trends and behaviours of the people it will ultimately serve.

I’ve led such engagements for like likes of Savills, BT|EE, Openreach, Greyhound and Battersea Power Station, among others. I thrive in bringing all of this together into a narrative that gets all parts of a business excited about its potential, and behind the initiatives needed to achieve it.

Service Design.

Defining the interdependent needs, processes and events that will achieve the ultimate end-to-end service experience, through digital product, organisational and process design

I love mapping service journeys and environments, understanding complex needs and break points (and their latent root causes), and developing a human future-state service experience that serves all user types flawlessly, exploring appropriate technologies and last mile operational requirements, and applying best-in-class visual and interaction design.

Among others, I’ve recently helped Moorfields Eye Hospital to improve patient flow through the clinic and reduce the backlog of patients created by Covid19, I’ve worked with Just Eat to understand and visualise the problem space across their logistics footprint, identifying delivery model quirks and hot scenarios that represent the biggest service opportunities. I’ve helped BA to deliver award-winning passenger experiences that eliminate customer pain points across the journey, and developed Audi’s educational product experience for electric vehicles.

Design & Innovation Strategy.

So many great ideas go unrealised!

A viable system for last-mile implementation is critical for any idea to become reality.

As part of my process I work closely with all parts of the business to shape the necessary strategic roadmaps, frameworks and recommendations to support effective continuation and operational delivery of proposed work.

Over the years I’ve led strategic change initiatives for several large-scale organisations, most recently developing the pilot approach for a radical new training curriculum to reduce employee attrition and improve operational efficiency for American Express Travel & Lifestyle Services in Japan.

Research &
Analysis.

I’m always learning. Planning and conducting mixed method insight gathering for almost every project, I typically work with a blend of qualitative depth interviews, focus groups, ethnographic observation and data analysis to gain a rounded view of drivers, context and root causes.

Beyond this, I look to understand user expectations (and the influences driving innovation to exceed them) through experience benchmarking and in and out-of-sector trend analysis that I can bring together into a valuable thought-leading resource for clients.

There’s always something new (and annoyingly clever) to stimulate and inspire next phase thinking.

Leadership & Coaching.

As well as getting stuck into the work, I’m excited about helping organisations deliver better, more valuable products and services by building innovation capability and ensuring that individuals are developing their design-thinking muscle through the work itself.

Heading up a department of talented creative people is a privilege. Being able to align that with forward-thinking growth ambitions that enable people to grow and rise professionally whilst creating an industry-leading agency offering is the ultimate leadership goal.

Now, more than ever, I find this equally important in fostering client partnerships – supporting businesses in adopting agile ways of working from the inside-out, and coaching teams on user-centred design methodologies and toolkits that can then be embedded into company culture.