Redesigning a service around outcomes
How a fragmented journey became a clearer, end-to-end service with shared ownership.
Impact
A few things I’ve helped make happen.
Some of the work I’m proudest of—and what changed as a result.
Building AI confidence at scale
Designing resources, training and new roles to drive process adaptation—and build the confidence and literacy to use AI every day.
Building an engine for HR transformation
A repeatable way to redesign every HR journey, test new skills and roles, and turn rapid experiments into a scalable operating model.
ArchiveEarlier work
A collection of earlier product and service design projects.
Earlier work
A collection of earlier product and service design projects.
Helping people feel in control of their finances
Designed and shipped new financial-insight features, increasing engagement by 36% and front-of-wallet behaviour by 15%.
Creating a new kind of bank
Designed and launched a new Open Banking service to help people understand their money and plan for long-term prosperity.
Redesigning getting a car
Redesigned the dealer and customer journey around clearer quotes, reusable services and more transparent car finance.