Designing services that are simpler, smarter, and kinder.

Most prisons relied on paper forms, spreadsheets, and locally created processes to assess readiness for work and help people find employment. These methods were inconsistent, hard to share, and often duplicated across teams. I led the service from Discovery through to Alpha, designing a shared digital service to replace fragmented approaches while preserving the local flexibility

UKHSA delivers health security services across multiple missions and threats, and needed to clearly define and retire Living with Covid services as we transitioned from emergency response The core challenge was making sense of Living with Covid services within an already fragmented service taxonomy, so teams could distinguish what needed active evolution from what should remain as pandemic legacy.

Supporting One Co-op with strategic business transformation, digital skills, and service design capabilities. Working with Co-op Funeralcare to design inclusive and accessible services during a vulnerable time for customers. Building design capability across product and delivery teams by not just embedding service design as a practice, but helping teams understand when and how to use it. Supporting operating model transformation and digital strategy at an organisational level.