Curriculum Vitae
Senior Service Designer Public sector & health services
I redesign the services people rely on when things are already difficult — benefits claims, discharge planning, community care referrals.
I am a service designer with nine years spent inside the messy middle of public services — the handoffs between departments, the letters nobody understands, the form that quietly loses a third of the people who start it.
My work sits between research and delivery. I run the fieldwork, map the service end to end, and then stay with the engineering and policy teams long enough to see the redesign actually ship. I am most useful on programmes where the hard part is organisational, not visual.
I coach designers and researchers, write the kind of documentation that survives a team change, and prefer small evidenced changes over redesign theatre.
An eighteen-month programme to replace a paper-and-phone process with a single supported journey. I ran discovery across four regions, mapped every route into the service including the informal ones, and rewrote the assessment flow with caseworkers in the room.
OutcomeApplicants now complete in one sitting instead of three contacts, and caseworkers assess from a single record.
Ward staff, social care and family carers were all working from different versions of the same plan. I facilitated a joint service blueprint, prototyped a shared handover view, and tested it on two wards before any code was written.
OutcomeA single agreed handover artefact replaced four parallel documents across the pilot wards.
Seventy outbound letters, written over two decades by different teams. I built a content model and tone framework, ran clinics with the authors rather than rewriting around them, and left the trust with a maintained pattern library.
OutcomeLetter authorship moved in-house to trained staff and stayed there after handover.
2023 — PresentLeeds
Northgate Digital — public services practice
Design lead on two long-running government programmes, working alongside policy, operations and a platform engineering team.
2021 — 2023Manchester
Halloway Health Partnership
Embedded with clinical and social care teams on discharge, referral and correspondence redesign.
2018 — 2021Manchester
Cantrell & Pike — design consultancy
Delivery-side design across membership, licensing and application services for regulated clients.
2016 — 2018Sheffield
Brindle Civic Lab
Community research for local authority pilots in housing advice and adult education.