About

I'm a senior service designer and user researcher with over 20 years' experience helping organisations make sense of complex services, mostly across the NHS, public sector and charities.

Most of my work sits at the early stages: understanding messy problems, bringing people together, and shaping a clear direction teams can act on. I help a team see if they're solving the wrong problem, then reframe it into the right one.

I'm drawn to services that work across boundaries: different organisations, different roles, different pressures. That's where things break down, and also where the biggest improvements are possible. I run workshops, map services, test ideas, and help teams make decisions with confidence. I focus on practical outputs people can actually use, not just reports.

I care about prevention, behaviour change and supporting people earlier, before things escalate. Equity sits at the centre of that. A lot of my recent work is about designing for the people mainstream and digital services usually overlook: older people, those with low digital confidence or literacy, and communities that are underserved or seldom heard. To reach them, I've run research in food banks, volunteer-run groups and GP waiting rooms, not just with the people who put themselves forward.

Much of my recent research involves AI and data products: a clinical decision platform built on natural language processing at South London and Maudsley, and a live pilot of an AI decision-support tool for NatureScot's planning casework, now in public beta. Systems like these don't produce a fixed set of screens, so I research them live, sometimes with live patient data, where no two sessions look the same. I use generative AI in my own practice too, to challenge my thinking and quality-check my analysis, never to replace the research itself.