Services
Services
Making complex products, services and teams clearer, more useful and more human
I help organisations understand what people need, decide what to do next and turn direction into experiences that work. My engagements combine strategy, research, design and leadership – from focused discovery and advisory work through to hands-on design and delivery.
Product strategy and discovery
I clarify complex problems, identify the most valuable opportunities and define product directions grounded in customer needs, business priorities and delivery realities.
- Product vision and strategy
- Discovery planning and facilitation
- Current-state assessment
- Opportunity framing and prioritisation
- MVP definition and roadmaps
- Competitor and ecosystem analysis
- Impact sizing and success measures
- Workshops for alignment and decision-making
Research and experience strategy
I combine qualitative and quantitative evidence to understand behaviours, reveal patterns and give teams a confident basis for decisions. The aim is not simply to produce insights, but to make them useful.
- Qualitative and quantitative research
- Interviews, surveys and usability research
- Desk research and evidence reviews
- Analysis and synthesis
- Behavioural insights and mental models
- Archetypes and personas
- Journey and ecosystem mapping
- Co-design and stakeholder facilitation
- Experience principles and opportunity areas
Product and service design
I design across the whole experience – from service journeys and operational handoffs to navigation, interaction details and working prototypes. I stay close to delivery so that strategic intent carries through to the finished experience.
- Future-state experience design
- Customer and employee journeys
- Service prototyping and blueprinting
- Information architecture and navigation
- User flows and wireframes
- Concept design and validation
- High-fidelity product and interface design
- Usability testing
- MVP, fast-follow and future-state planning
- Design support through delivery
AI experience strategy
I help teams explore where AI can be genuinely useful and design the human experience around it. This includes deciding what should be automated, where human judgement matters and how trust, transparency and control should work in practice.
- AI opportunity framing and prioritisation
- AI-assisted product and service journeys
- Interaction models and human handoffs
- Trust, transparency and user control
- Responsible experimentation
- Concept prototyping and testing
- Experience evaluation
- Safety and ethical considerations
- Cross-functional decision-making across product, design, engineering and data
Design practice and AI adoption
I help teams introduce AI into research, design and prototyping in ways that improve the work without losing judgement, accountability or craft. This can involve practical experimentation, shared standards and new ways of working.
- AI-supported research and synthesis
- AI-assisted exploration and prototyping
- Workflow and practice design
- Responsible-use principles
- Shared expectations for quality and review
- Team workshops and practical training
- Playbooks, tools and reusable methods
- Adoption and change support
Team leadership and capability
I help design teams and leaders create the conditions for confident, thoughtful work. That can mean leading a team directly, strengthening an established practice or supporting people through a period of growth and change.
- Design leadership and direction
- Coaching, mentoring and critique
- Design maturity assessment and strategy
- Design operations, rituals and ways of working
- Recruitment and capability development
- Cross-functional collaboration
- Tailored workshops and toolkits
- Stakeholder alignment
- Change and adoption support