Work that connects people, services and systems.

A selection of projects exploring service design, customer experience and multidisciplinary problem-solving across different industries.

How I approach service design.

A human-centred, systems-thinking approach to understanding complex services, uncovering opportunities and shaping better end-to-end experiences.

01 Discover
Understand the service, its people and the wider ecosystem.
Explore the existing service landscape, understand stakeholder roles and responsibilities, and investigate how people interact with the service.
Key activities
- Project scoping and stakeholder alignment
- Stakeholder roles and responsibilities mapping
- Research and benchmarking
- Personas and back-office actor identification
- Use case development
- As-Is customer journey mapping
- As-Is process flows and service blueprints
- Service ecosystem mapping
- Problem definition
02 Solve
Turn research insights into service opportunities.
Bring together research findings, user perspectives and organisational objectives to identify pain points, define opportunities and explore potential service improvements.
Key activities
- User interviews, shadowing and focus groups
- Research synthesis and affinity mapping
- Pain point and opportunity identification
- Problem statements
- Strategic goals and success criteria
- Collaborative ideation with stakeholders
- Service concept development
- Identifying service features and enhancements
- Concept prototyping and validation
03 Deliver
Translate concepts into future-state service experiences.
Develop proposed solutions into structured service models, defining how the future experience should work across customer touchpoints, internal processes and supporting operations.
Key activities
- To-Be customer journey mapping
- Future-state service blueprinting
- To-Be process flows
- Service model development
- Future vision development
- Concept validation with users and back-office teams
- Recommendations and service documentation
04 Improve
Refine proposed services and support their transition towards implementation.
Use feedback, stakeholder reviews and evaluation to strengthen proposed service experiences and prepare recommendations for delivery.
Key activities
- Reviewing and refining proposed service journeys
- Incorporating user and stakeholder feedback
- Validating service recommendations
- Refining service processes and touchpoints
- Service design documentation and handover

The activities and deliverables are indicative and adapted to the requirements and scope of each service or project.

A closer look at selected projects.

A note on my work. Some projects are presented in an adapted format to respect client confidentiality and non-disclosure agreements. Visuals, examples and project details may be simplified, recreated or omitted. The case studies communicate my experience, individual contributions and approach, rather than reproduce confidential project materials.