Better systems
create better lives.
Every day, people rely on services they didn’t choose.
I help organisations redesign services, products and processes so they work better for the people who depend on them.
Hero illustration: coming soon
Hand-drawn systems ecosystem map
About
I’m a human-centred service and systems designer.
Over 15 years I’ve moved from graphic design, through web, into senior product design, picking up service design and systems thinking along the way. If there’s a thread through all of it, it’s that I can’t leave a complex process alone. I have to understand why it’s confusing, and then I want to fix it.
My work usually ends up spanning teams, touchpoints and organisational boundaries, because that’s where things break. I look past the screen to the wider system: where a handoff gets lost, where complexity gets quietly handed to a person instead of being designed away, and where a bit of structure would make everyone’s day easier.
None of this is abstract to me. I’m a parent to two children with SEND, and I know first-hand what that means in practice: because the systems around you don’t talk to each other, the person with parental responsibility ends up being the project manager, chasing every service and holding the whole picture together. I bring that same instinct to my work: build the joined-up system, so nobody has to become the project manager just to get through their day.
“I want the systems people depend on to actually work for them, not against them.”
Capabilities
How I Work
Start with what exists
Auditing how a service actually works, including the workarounds and handoffs, before jumping into sketching.
Work across the gap
Sitting between teams, tools and departments to fix the handoff, not just the screen.
Make the case, not just the mockup
Framing decisions in terms leadership can act on: risk, time and outcome, not just usability.
Selected Work
Operations & Service Design
Bringing stock and fulfilment data into one clear view
Untangled shared stock pools into a consistent view of stock health and fulfilment status, carrying the same clarity into Campaign Manager reporting.
Data & Service Design
Turning disconnected data into clearer decisions
Audited reporting scattered across spreadsheets, standalone dashboards and two disconnected systems, then rebuilt it all into a single hub, cutting reporting time by over 50% and giving teams a shared, trusted view for decisions.
Enterprise Product & Rebrand
Making a legacy platform simple, accessible and built to scale
Took full ownership of an outdated enterprise platform end-to-end, cutting process creation time by over 40%. Carried it through a rebrand across UK and French teams, then white-labelled it for La-Z-Boy and an IKEA bid, while advocating for WCAG 2.1 AA accessibility.
Where I Can Help
Public Sector
Local and central government organisations.
NHS & Healthcare
NHS trusts, ICSs and healthcare organisations.
Education
Schools, trusts and education technology providers.
Charities & NFPs
Mission-led organisations creating social impact.
Enterprise Teams
Complex product and operations teams.
What I’m Noticing
The hard part of adopting ShadCN wasn’t technical.
It looks like something you’d need to code to have a say in. You don’t.
4 min read
Most “complex” systems are just undocumented ones.
Most systems aren’t complex. They’re full of sensible decisions nobody ever wrote down.
2 min read
Nobody wants the new feature. They just want the old one to work.
The four pressures that quietly wear a product down, and how to make the case for fixing the foundations first.
6 min read
The prototype was never the expensive part.
A working screen is the cheap bit now. Knowing which screen to build still takes the same research it always did.
Coming soon