My Work

I help organisations to improve their products and services by making them more useful, usable and sustainable.

I work with a wide range of clients helping them to solve complex problems such as:

  • Making products and services more useful and easier to use
  • Lowering cost to serve
  • Exploring customer demand for new products and services
  • Increasing customer satisfaction
  • Improving employee engagement
  • Continuous improvement of products and services
  • Improving sales and conversion
  • Increasing efficiency and effectiveness

Recent projects

Over the last few years I’ve been leading projects to :

  • Ensure that a private beta for a new public sector health related data service is useful and usable for the people that is has been designed to serve.
  • Produce tools, methods and approaches to help digital teams minimise the environmental impact of their digital products and services
  • Create a tool to help people reduce the environmental impact of their digital products and services, based on the W3C Web Sustainability Guidelines.
  • Benchmark the performance of an intranet service for a public sector organisation and define a new target model for how the service should operate in the future.
  • Embed UCD best practices as sole UX’er within team of developers creating complex technical capability within high security government organisation.
  • Design and implement a new user centred innovation capability within a government organisation to quickly trial and evaluate new technology
  • Led a team to evaluate the usability of a new government funded app designed to incentivise people to eat more healthily and exercise more
  • Redesign an annual wealth report for a leading wealth management company.
  • Determine the digital mental health strategy for the NHS.
  • Identify and map the digital technologies that are used nationally within the NHS Improving Access to Psychological Therapies programme.
  • Determine the user needs for a new internal finance system for a government department.
  • Running an online workshop with 130 of the HMRC’s design and research community to co-design how we might adapt our practice to adopt hybrid working practices.
  • Help a health insurer identify a series of ideas to try out in an effort to mitigate customer problems that are having a negative impact on the business.
  • Train some of Google’s key clients how to conduct their own user research to help them optimise their e-commerce businesses.
  • Replace a project management tool used to manage and report on global sanitation improvement projects for WaterAid.
  • Define the product strategy and execution of a new public notices service in collaboration with Google and the news publishing industry.
  • Identify where the physical health check service for people with severe mental illnesses is currently underperforming and how it might be improved.
  • Redesigning the information architecture of the UK governments flagship mental health site ‘Every Mind Matters‘ to make it easier for people to find information to help them take action to improve their mental health.

Clients

I have been hugely fortunate to work with a wide range of organisations such as:

  • Aardman
  • Ancestry.co.uk
  • ARKive
  • Ashridge Trees
  • AVG
  • AO.com
  • Apetito
  • Associated Northcliffe Digital
  • AXA
  • AXA Health
  • Bath University
  • BBC Natural History Unit
  • Boughtbymany.com
  • Bristol Airport
  • Bristol City Council
  • Bristol Water
  • BCS, The Chartered Institute of IT
  • Boehringer Ingelheim
  • Broadbandchoices.co.uk
  • Burberry
  • Capacity4dev
  • Cigna
  • Channel 4
  • Confused.com
  • De Tuinen
  • ECMWF
  • Environment Agency
  • Euroconsumers
  • Everymindmatters
  • Expedia
  • Experian
  • Firstplus
  • Forest Holidays
  • ForrestBrown
  • General Optical Council
  • Good Energy
  • Google
  • HargreavesLansdown
  • HCA
  • Holland & Barrett
  • Hotels.com
  • Kia
  • Institute of Mechanical Engineers
  • iZettle
  • James Villas
  • Kelkoo
  • Leeds Building Society
  • Lovefilm
  • Lovehoney
  • NHS
  • NHS Blood & Transplant
  • Notonthehighstreet.com
  • Moneysupermarket
  • Moneyweek
  • Mothercare
  • News Media Association
  • NHS England
  • NHSx
  • Orange
  • PenCarrie
  • Peugeot
  • Phones4U
  • Public Health England
  • Royal Bank of Scotland
  • RAC
  • Santander
  • Simplycomply
  • Smartbox
  • Sopra Steria
  • Spotify
  • St. James’s Place
  • Talktofrank.com
  • UKEF
  • UWE
  • Unum
  • Virgin Trains
  • Vodafone
  • WaterAid
  • Wiggle
  • Wiltshire Farm Foods