Selected work
Digital transformation · Service Design
Strategic service blueprinting to establish a shared understanding of pensioner requirements across teams during a major programme pivot, creating the foundation for coordinated service delivery.
Strategic transformation · Service Design
Designed and delivered a comprehensive toolkit to build service design capability, support digital transformation, and assess design maturity across a government ministry.
Digital strategy · Customer Research
Undertook a customer and business discovery to develop a digital ambition and roadmap of key initiatives to enable the business to shift from paper-based systems to digital operations.
Digital transformation · User Experience
Streamlined a highly complex and heavily regulated customer advisory process into an intuitive design with built-in compliance, risk controls and process standardisation for bank staff.