SERVICE
Modernise your product or operations
I help businesses improve products, services and ways of working that have become difficult to use or maintain. The work starts with understanding the friction, then turns promising improvements into designs, prototypes or practical internal tools.
The problem might be visible in a confusing product, a disconnected customer journey or a process that depends on repeated manual work.
It may also be less defined: you know technology and expectations are changing, but need a better sense of what to change in response.
I connect research with product and service design to make those decisions concrete. Where automation or AI can help, I also design how people work with it: reviewing content, approving actions, correcting results and supervising progress. An engagement can focus on one problem or connect several related parts of the experience.
WHAT NEEDS TO WORK BETTER
Make an existing product easier to use
Find the parts of the experience that create confusion, unnecessary effort or repeated support needs. If people struggle with a product, the cause may be its structure, terminology, onboarding or the way a particular task works.
A UX audit brings those possibilities into view, using an expert review alongside available feedback, behaviour data and user research.
From there, we can agree which problems deserve attention and redesign the relevant flows or interfaces. The intervention can be focused: improving a specific journey, simplifying a complex screen or establishing patterns that make the product more consistent. Testing the changes before implementation helps the team assess the proposed direction.
Connect the service and the work behind it
Improve the handoffs between people, channels and tools, including the interfaces needed to work with automation. A service can feel fragmented even when each individual touchpoint works reasonably well. Customers repeat information, staff reconcile different systems, and important decisions depend on knowledge that sits with one person.
Service design helps connect the experience with the processes supporting it.
I can map that work, identify where it breaks down and design a more coherent way forward. Where tasks are automated, people still need a practical way to review the result and intervene. The outcome may include a revised journey, clearer responsibilities or an internal tool for handling work that currently falls between systems.
Find a useful role for AI
Explore where AI can improve a task and how people should understand, use and supervise the result. AI can become part of a customer-facing product or support work inside the organisation. Those uses raise different questions.
A product feature needs to fit the user's task and experience. An internal workflow needs to fit the process, its exceptions and the people responsible for it.
I help investigate both, comparing possible value with the data, reliability and interaction requirements. We can develop a candidate feature, prototype a workflow or build a focused internal tool. The interface around the automation is part of the work, particularly where people need to make decisions about generated content or proposed actions.
Agree what the organisation should move towards
Develop a shared product or service direction when the next step is still uncertain. Some modernisation briefs begin before there is a specific problem to fix. Changing technology, customer behaviour or business conditions may create several plausible directions, each with different implications.
Strategic foresight and vision building help explore those possibilities and make them tangible through scenarios, future journeys and concepts. We can use that work to challenge current assumptions, compare options and choose a small number of practical next steps. The vision then becomes a basis for decisions and experiments, with room to adapt as the organisation learns.
WHAT IT ENTAILS
- UX audit & product redesignI help find where an existing product creates confusion or unnecessary effort, then redesign the parts worth changing. A UX audit gives the work a starting point; research and testing help assess the problems and proposed improvements.
- Service design & customer journey redesignI help improve how a service works across people, channels and systems. Service design connects the experience customers or staff encounter with the processes behind it, making handoffs, responsibilities and opportunities for improvement easier to understand.
- Strategic foresight & vision buildingI help teams explore how relevant changes could affect their future and what they want to create in response. Strategic foresight and vision building connect plausible scenarios with a tangible direction and decisions that can be made today.
- AI automationI design automation and build internal tools that help people work with it. That includes improving the workflow itself and creating interfaces for reviewing generated content, correcting results, approving actions and supervising progress.
- AI feature discoveryI help find where AI could add meaningful value to a product, then shape a feature people can understand and use. The work connects the user task with the capability, interface and evidence needed to decide whether it is worth developing.
Where should we start?
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