Making complex services work better — for the people who use them and the people who deliver them.
The service you intend to provide isn't always the service your organisation can deliver. I help organisations close that gap — by understanding their users, improving their services, and building the skills to keep improving.
For 15 years, I've led research, service design and customer experience work for services used by millions across 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.
How I can help
Whether you need to diagnose what’s not working in a complex service, map and improve customer journeys, design a new service, develop a customer experience strategy, or build capability within your organisation, I can help.
I can bring an independent perspective and specialist experience when you need it, or work alongside your team to build the capability to tackle these challenges in-house. Learn more
Service design, user research & CX strategy
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 research & insight
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.
CX 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 customer experience strategy, enabling faster decisions and coordinated execution across the organisation.
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.