About me
I work as a Service Designer in complex, regulated environments across public sector and enterprise contexts, shaping services that need to hold up within real policy, operational, and platform constraints.
I’m typically brought in when direction is unclear or delivery risk is rising — to help teams clarify service boundaries, make trade-offs explicit, and decide what needs resolving early versus what can be sequenced later. My focus is on service decisions that guide delivery, not just describe it.
I work at service level, aligning user-facing journeys with internal workflows, tools, and organisational realities. I pay particular attention to failure and edge cases, surfacing dependencies and risks so teams can act on evidence rather than assumption.
My practice is informed by systems thinking and my postgraduate research into sustainability transitions, but grounded in live delivery contexts. I’m drawn to work where uncertainty and constraint demand sound judgment, and where service design can influence outcomes over time rather than only near-term execution.
Focus areas
Service Design
Shaping services that align policy intent, operations, and technology into coherent delivery models.
Research and Insight
Turning human and organisational insight into clear service implications and decision priorities.
Service Direction
Supporting decisions on scope, trade-offs, and sequencing under real delivery constraints.
Change in Practice
Anchoring change in real service needs so improvements hold beyond initial delivery.
What colleagues say
“Annie brings clarity to complex service challenges, helping teams align around decisions that move work forward under constraint.”
— Director
“Annie combines strong judgment with a deep understanding of processes and delivery realities, particularly in ambiguous environments.”
— Senior Designer