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.
Case study
Portfolio Archive
Selected work
Strategy, service design, and systems thinking across public sector, financial services, and technology organisations. Each project represents a collaboration with teams working to improve how services meet human needs.
Barclays Truly Connected Finance
Designing connected financial experiences that bridge digital banking with real-world financial decisions.
Case study
NatWest Better Off Programme
A customer-centred programme helping people improve their financial wellbeing through behavioural insights.
Case study
BSI Accord Digital Transformation
Transforming how organisations manage standards compliance through digital-first service design.
Case study
Virgin Atlantic Lounge Experience
Reimagining the premium lounge experience to create moments of delight before departure.
Case study