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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
Understanding and improving how residents access housing support,
from first contact through to temporary accommodation and beyond.
Redesigning Kingston Council’s website around user needs and top tasks
Redesigning navigation, content and structure
to better support resident needs and top tasks
The project is funded by Department for Leveling Up, Housing and Communities (DLUHC) and collaborated with other 6 partner councils.
ASC online Financial assessment improvement
The project explored how to transition the Adult Social Care (ASC) financial assessment from a paper-heavy process to a digital-first service that meets both user and business needs.
ASC FA invoicing discovery
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Facilitating workshops across the digital team
Design thinking workshop
Co-facilitated workshop to help digital teams understand and use design thinking and how to apply to different roles
Creating a Culture of Feedback
Designed and facilitated workshops to support open feedback, helping teams collaborate more effectively and improve ways of working.
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 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.
projects
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