About Me

I’m a London-based Service Designer. I work with companies, local authorities and third sector organisations to design the best service experiences for their customers. 

Since 2003, I’ve designed furniture and lighting for people’s homes; I’ve carried out design research with Design Against Crime Research Centre to understand why and how people use everyday products, services and environments for the Home Office, Transport for London and Camden Council. I’ve curated and built exhibitions for The University of the Arts and The Design Council and I’ve crafted user experiences (UX) for software platforms. In 2008 I put my design expertise towards creating new service experiences and I founded a Service Design Practice, called commonground, that worked with Nesta, Age UK Hackney, Whittington NHS Trust and Paragon Housing Association.

I am regularly involved in educational and mentoring programmes in design and innovation, this led me to set up the first Service Design short course at Central Saint Martins College of Art and Design with my colleague Vincenzo Di Maria in 2011. I took a break from Service Design consultancy in 2012 to co-found and lead a tech start-up that secured investment from the Cabinet Office and Telefonica. 

I started my design education in product design at Liverpool John Moores. I later studied MA Industrial Design at Central Saint Martins. During my gap year and student life I've experienced quite a diverse range of working environments including mental health hospital wards, English language teaching, property maintenance and a very short stint selling Kirby vacuum cleaners!

I believe a deep level of empathy is at the core of every good designer, as well as a packet of super sticky post-it notes.

So what does a service design project look like?

It often involves getting my hands dirty on the frontline to build empathy and gather user insights. I make sure my project partners are involved in a collaborative and creative process. Together we develop end-to-end service experiences, which are tested in live environments with real people. This results in services that meet the real needs of its users; increase customer satisfaction and loyalty; as well as maximise the value provided by an organisation. 

What I can help with:

• Customer Journey Mapping

• Concept Development

• Co-design and Workshop Facilitation

• User Insights

• Service Prototyping

• Design Strategy

• User Testing