Senior Service Designer improving public services
through research, strategy and service transformation.
I design and improve end-to-end services in local government, with a focus on adult social care, housing and operationally complex systems. My work brings together user research, service design, facilitation, and cross-functional collaboration to turn insight into practical change.
Featured Work
Improving how social workers assess and prioritise cases by exploring AI-supported triage.
Shaped opportunities for more consistent decision-making across multiple councils.
Redesigning Kingston Council’s Website
Making council services easier to find and use
Restructured navigation, content, and information architecture around real user needs and top tasks.
Reduced complexity and created a scalable foundation for ongoing improvements.
Mapped the end-to-end service across teams, systems, and user profiles to understand how it operates in practice.
Enabled clearer prioritisation, planning, and scoping for future delivery.
Improving the Online Financial Assessment
Adult social care · Improving the paying for care journey
Redesigned the financial assessment experience to reduce confusion and improve completion.
Identified system-level barriers and shaped a more user-friendly digital service.
Reframing Paying for Care
Adult social care · Invoicing and debt recovery
Explored how financial processes operate across teams and systems, beyond a single touchpoint.
Shifted the focus from debt recovery to prevention, shaping a more joined-up service approach.
Facilitating workshops across the digital team
Designing a Feedback Culture
Designed and facilitated workshops to support open feedback, helping teams collaborate more effectively and improve ways of working.
Design thinking workshop
Co-facilitated workshop to help digital teams understand and use design thinking and how to apply to different roles
How I work
System-first
I focus on understanding end-to-end services, identifying root causes across the whole system.
Insight to action
I turn research into clear insights, translating them into practical recommendations teams can act on.
Collaborative
I work closely with multidisciplinary and frontline teams to reflect real-world service delivery.
Align and enable
I support stakeholders to align priorities and help teams test and refine ideas in practice.
Previous projects
A service that promotes happiness and encourages productivity in remote teams.
A strategic proposal for build-to-rent developers to expand their residential market and build brand image.
Speculative Design
Imagining a future where contributions made at home are recognised and rewarded.
