Service Design

Designing better services for customers.

I team up with groups, companies, and networks to create digital and real-world experiences that make life better.

Let's work together to make users + service makers happy by co-creating services that truly matter.

Two people chatting with laptops

Working with me

Every project is different but we can create a big impact in a short amount of time with the right people and the right momentum.

Typical deliverables include:

  • Service map(s)

  • On-the-job mentoring and training

  • Introduction of digitised processes

  • Prototyped and tested ideas

  • Time and cost analysis

  • New processes maps and solution integration

  • Data and reporting

Check out my previous work.

wall of sticky notes

My approach

notebook with checklist, hand and pen

My process will evolve according to your requirements but it starts with some context building, understanding of customers and employees, cultural sensitivity and ends with the first step on a new journey! 

Together we will follow a customised approach that looks like this:

  • Initiate: agree the project outline and scope of work.

  • Discover: research the problem and  gather data.

  • Define: start to identify themes and define a specific problem to solve.

  • Develop: develop ideas into prototypes and solutions.

  • Deliver: deliver actions and improvements.

  • Reflect and learn. 

Putting the needs of users first

I have 20 years of experience across the public, private and charity sectors. My expertise is firmly grounded in a wide range of complex problems particularly those that involve multiple stakeholders, touchpoints, and interactions. Steering a group of design rookies through a process that puts humans at the centre, is where I’m at my best.

Let's tackle your challenges together!

People sketching on paper

packages

People collaborating and designing

Service Design Learning Adventure

1-day service immersive roll-up-your-sleeves workshop
STARTING AT £800

Ready to kick off a new project, but not sure if it's the winning investment of time and money?

Maybe you have an existing problem that’s causing headaches for staff and resulting in frustrated customers?

Hold up! Let's hit pause and make sure you're steering towards success.

Say goodbye to wasting precious resources on the wrong gig or solving the wrong puzzle.

I'm your project GPS, guiding you through what it is, how to do it, and who's on board.

Together, we'll make sure you're diving into the right problem, whether it's fixing a hiccup or launching a game-changing product or service.

And here's the best part: not only will you get hands-on experience mapping out the problem or service, but you'll walk away with a new approach and a clear path forward.

Your take-aways include:

  • The lowdown on Service Design

  • A Stakeholder Map

  • A documented definition of your problem

  • A Service Map that's the real treasure map

  • A plan for your next victory lap

  • Let's make your project a sequel!