Senior service designer and user researcher for complex healthcare and public sector systems
I help make complex services workable and scalable. My work combines user research, facilitation and systems thinking to align stakeholders, shape investable service models and improve services that people rely on.
I’m strongest where services cut across teams, organisations or sectors, for example, NHS pathways, prevention-led care, clinical data and AI services, national public sector apps and websites, and the staff-facing tools people use to do their jobs.
Bring me in when you need to:
reframe a messy problem so the right work becomes obvious
align senior stakeholders around a shared, fundable direction
turn research into decisions, not just findings
design services that work within real clinical, governance and delivery constraints
design for everyone, including the people services usually miss
test AI and data products with the people who will use them
Recent work includes:
User research for LUCI, an NLP clinical decision platform at South London and Maudsley, now in daily use with medication reviews cut from days to hours; a live pilot of NatureScot's AI planning tool, now in public beta; and a national NHS home testing service that passed its alpha assessment with green ratings on every point.