Making complex services work better — for the people who use them and the people who deliver them.
Hi, I'm Mia. Complex services, fragmented journeys that grew without a plan, teams guessing at what customers need — that's usually why organisations work with me.
Over the past 15 years, I've led research, service design and customer experience work for products and services used by millions across the public and private sectors. Prison services. National statistics. Financial services. Healthcare. The kind of work where you need to understand how the whole system functions (or doesn't).
User research, service design and strategy services
Strategy & Organisational Alignment
When teams have competing priorities and stakeholders have different views of success, decisions stall. I help leadership teams build cross-functional alignment around shared strategy, enabling faster decisions and coordinated execution across the organisation.
Service Design
Most broken services aren't broken because someone designed them poorly. They're broken because they grew organically across multiple teams, systems, and priorities—and no one's ever mapped how it all fits together. I specialise in improving complex services and systems.
User and Customer Research
Research that changes decisions, not just fills decks. I lead studies that investigate the whole system: how users experience it, where teams struggle to deliver, and where things break down. That reveals clear priorities for where to focus and what to improve first.
Capability Building & Training
Good work shouldn't require heroes. When teams struggle despite having capable people, the issue is usually structural—the right practices haven't been embedded into how the organisation operates. That means building the skills, habits and conditions that embed iteration and evidence-based decision-making into everyday work.
Other work
Field Coaching→
I work with leaders and teams navigating transitions—new roles, strategic shifts, organisational change. Particularly those operating inside the kind of complex systems I write about.
Writing→
I write about why knowing what to do is never the hardest part—and what actually stops smart people and well-designed systems from changing. Published on Substack.