About me

I've spent 15 years helping organisations understand their users and systems so they can deliver on what matters to them. Sometimes that's making services easier to use and cutting customer support costs and complaints. Sometimes it's making public services accessible to citizens who need them most. Sometimes it's aligning the organisation with customer needs to stay competitive and grow.

The work can be big or small. Sometimes I'm brought in to help an organisation untangle a complex service or understand a difficult customer problem. Other times, a team simply needs an experienced facilitator to help them make sense of a customer journey and work out what to do next. I enjoy both.

I particularly enjoy working on problems where customers, teams, processes, markets and technology intersect.