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, whether anyone asked you to or not. 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: cost, risk and outcome, not just usability.
Selected Work
Service Design
Making SEND journeys easier for families to navigate
A self-initiated project exploring how families and professionals experience SEND services across organisational boundaries, and where joined-up design could reduce friction.
Commercial Product
Helping commercial teams see the value they create
Designed a way to show the long-term value of a campaign, plus comparison tables that put results side by side, so our commercial team could demonstrate impact instead of defending it.
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.
Internal Platform
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.
Product Design & Information Architecture
Giving a siloed platform a navigation that scales
Rebuilt a SaaS platform’s navigation from the ground up, mapping actions by user intent rather than department. Introduced a three-tier hierarchy that let the product grow without needing to be restructured again.
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% while resolving WCAG 2.1 AA compliance issues through a cross-border rebrand.
More work (3)
Compliance & Service Design
Turning a compliance risk into a simple first step
Led a cross-functional review of how feedback journeys captured consent, then designed one global pattern that protects users and brands without adding friction.
Product Design & Systems
Designing notifications that scale beyond a single alert
Defined a notification framework that began with low-stock alerts for CSMs and now extends across data lifecycle and comments, saving hours of manual checking.
Product Design
Turning a technical bottleneck into a guided setup
Redesigned integration setup into one guided, self-serve flow across seven integrations, so teams could connect platforms such as Meta and Klaviyo without Engineering.
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