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. I use all of it to understand how complex services really work, then redesign them around the people who use and deliver them.
My work often spans teams, touchpoints and organisational boundaries. I look beyond individual screens to understand the wider system: where things break down, where complexity gets passed on to people, and where design can make things work better.
This isn’t abstract for me. As a parent to two children with SEND, I’ve seen first-hand how disconnected systems make already hard situations harder, and how much difference joined-up design can make. It’s part of why this work matters to me.
“I care about designing systems that improve people’s everyday lives.”
Capabilities
How I Work
Start with what’s real
Auditing how a service actually works today, including the workarounds and handoffs, before designing anything new.
Work across the boundary
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
Explored how families and professionals experience SEND services across organisational boundaries, identifying where joined-up design could reduce friction.
Operations & Service Design
Making complex warehouse operations easier to navigate
Redesigned fragmented workflows around how warehouse teams actually work, reducing unnecessary complexity and improving accuracy and visibility.
Commercial Product
Helping commercial teams see the value they create
Rebuilt the reporting model around how teams understand performance, turning complex metrics into clearer evidence of the value being created.
Internal Platform
Turning disconnected data into clearer decisions
Brought fragmented reporting into one scalable experience, cutting reporting time by over 50% and giving teams a shared, trusted view to make better-informed 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% while resolving WCAG 2.1 AA compliance issues through a cross-border rebrand.
Who I Work With
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
Why families become project managers.
5 min read
Why public services optimise for departments instead of people.
7 min read
AI won't fix broken services.
6 min read
What gardening taught me about systems.
4 min read