My Work

I help organisations to improve their products and services by giving them a better understanding of the needs of people who use them.

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

  • Lowering cost to serve
  • Optimising services
  • Exploring customer demand for new products and services
  • Increasing customer satisfaction
  • Improving employee engagement
  • Continuous improvement
  • Improving sales and conversion
  • Increasing efficiency and effectiveness

Recent projects

Over the last year or so I’ve been leading projects to :

  • Help the NHS determine their digital mental health strategy.
  • 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.
  • Training some of Google’s key clients how to conduct their own user research to help them optimise their e-commerce websites.
  • Replace a project management tool used to manage and report on global sanitation improvement projects for WaterAid.
  • Inform the product strategy of a new public information 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
  • 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