Work

Strategy, service design, and systems thinking across public sector, financial services, and technology organisations.

Ongoing

1 project
2020–Present Public Sector Service Design

Service Design: Reflections on Government Service Delivery

Lessons learned from designing critical government services that support millions of citizens through employment, benefits, and social support systems.

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2020

1 project
2020 Standards & Compliance User Research

Service Design Case Study: BSI Accord Digital Transformation

A Service Design led digital transformation project for BSI, detailing the research and strategy behind BSI Accord, a unified platform to revolutionize standards development and delivery.

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2019

4 projects
2019 Financial Services Service Design

Service Design Case Study: Barclays - Truly Connected Finance

A detailed case study on the Barclays "Truly Connected Finance" (TCF) initiative, outlining the strategic approach to redefine customer relationships, build confidence, and deliver market impact.

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2019 Travel & Aviation Service Design

Service Design Case Study: Virgin Airlines Lounge Experience

A Service Design case study detailing the "Explore" phase of reimagining the Virgin Airlines airport lounge experience, focusing on customer insights and strategic direction.

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2019 Financial Services Service Design

Service Design Case Study: NatWest Better-off Programme

A detailed case study on the NatWest Better-off Programme, outlining the service design approach to enhance customer savings engagement and goal achievement.

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2019 Telcos Service Design

Service Design Case Study: Three - Build the Fun

A detailed case study on the Three "Build the Fun" initiative, outlining the service design approach to redefine customer connectivity and value propositions.

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2018

1 project
2018 Technology Service Design

SAP on Azure: Designing a C-Suite Journey Through Art & Technology

A pioneering campaign leveraging art and service design principles to engage UK C-Suite executives with the SAP on Azure platform, transforming complex cloud propositions into compelling, memorable experiences.

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2016

2 projects
2016 Financial Services Service Design

Service Design Case Study: Barclays Mortgages Application & Appointment Experience

A comprehensive Service Design case study detailing the research, strategy, and proposed solutions for enhancing the Barclays mortgage application and appointment journey for customers and colleagues.

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2016 Technology Service Design

Service Design & Research: Adapting YunoJuno to New Freelancer Hiring Regulations

A case study on how user research informed a new service proposition for YunoJuno, helping them navigate UK government changes to freelancer hiring and better serve their customers.

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2015

1 project
2015 Telcos Service Design

Service Design: Vodafone's Urban Mobility Tracking Service

A case study detailing the service design process for Vodafone's initiative to create an urban mobility tracking service, enhancing security and peace of mind for bike and moped commuters.

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