I'm here to learn, understand and solve problems by listening, enabling, and uniting teams. Whether it's interaction, service, or people, my goal is to make things better for everyone
I started as a Junior UX Researcher and my focus was largely website transformation projects, delving into work such as Information Architecture & Navigation, Language & Content, and UI. HCD and User-Centered Design (UCD) was all the rage back then. It was all about engaging with users, understanding their needs, and designing websites & apps that met their needs. But at its core, it was about people – customers.
As I evolved, my work encompassed a broader perspective, one that looked beyond the interface and delved into the organisation itself. I began exploring how teams were structured to support the customer experience, transitioning into service design. This work was heavily research-oriented, focused on the inner workings of organisations, internal teams, and processes, while exploring how orchestrating these parts could impact a service interaction. Still, it remained centered on people - customers and staff.
Then came the UI design era, I found myself immersed in the intricacies of pixel-perfect craftsmanship. I discovered innovative ways to elevate design standards and streamline the management and creation of interfaces. It was about efficiency not only for designers but also for the teams who relied on this content – designers, developers, and yes, still about people.
Over the past 5 or 6 years, I've synthesised these experiences to improve things for the people who use our product or service and the people behind the scenes. I’ve re-shaped thinking, lead strategic initiatives and made people happier.
I love all things usability, I've researched and evaluated websites, navigation, forms, apps, service experiences, hardware, way-finding and more
I've worked on a range of research initiatives, from building practices and advocacy to designing and conducting studies and coaching designers
I've worked as a dedicated UX and UI and Product Designer, owning the strategic direction of a product and working collaboratively to improve the experience end-to-end
I enjoy the orchestration of business, customers and the moving parts which all combine to create a service experience. I enjoy studying these parts and improving the experience for the business and the customer
I enjoy using strategic design to develop an approach to understanding and solving organisational problems, and utilising human-centered design as an innovation framework
I enjoy coaching and mentoring designers and non-designers on all of these topics and helping others to think, work and live more strategically