Let’s open a conversation.
I’m lucky to do what I do. I get to explore where the world is headed and help organisations rediscover their purpose and thrive. I get to understand how people live their lives, and design services to enable and empower them.
I work across the public, private and third sectors with a focus on service design, research and strategy, social innovation and enterprise. I’m a senior service design and innovation consultant based in London, with 15 years of of project experience in the USA, Europe and South America.
Employers & Partners
Four years ago I set up my own consultancy, and have worked with NESTA, the NHS, Innovation Unit, UnitedWay, FutureGov and Uscreates. I also tutor the Design MA in Innovation & Service Design roughly one day a week at the University of London. Before that, I spent four great years at Ziba Design, an international innovation consultancy based in Portland, Oregon. I began my career in London, where I worked at Engine Service Design for three years, Prospect for two, and also had two transformational stints at the UK Design Council.
Clients & Industries
I help organisations and communities use design to solve complex problems and to apply design thinking in an holistic, sustainable and human way. Clients include NESTA, NHS England, BBC, Samsung, UnitedHealth, Fedex and Transport for London. I continue to work internationally to understand and improve the lives of individuals and communities through health, finance, transport, digital technology, education, the environment and social services.
Studying, Writing & Speaking
I am a visiting tutor at the world’s #1 Postgraduate Art & Design University, the Royal College of Art, and the University of London. I studied Design at Goldsmiths, University of London whilst working as a UX designer at Imagination. I also enjoy speaking at conferences such as Service Design in Government and working with educational institutions such as Stanford University and Portland State. My writing has featured in publications such as Touchpoint – The Service Design Journal, Design Transitions (a book focused on the shifts in the understanding and application of design within and outside of the design industry) and NESTA’s website.
Enterprising & Volunteering
I have been running my own limited company from London for the past 4 years, and as part of the Nesta Creative Enterprise Programme, am helping other new enterprises to set up for success. In 2010 I helped establish the social enterprise Union Cycle Works, volunteering my time and making beautiful bespoke bikes whilst helping disadvantaged people learn new skills (I love cycling, and once rode a UCW bike solo from Canada to Mexico). I also volunteer as a UK Athletics-qualified run leader at Goodgym – a social enterprise I formerly mentored on behalf of Nesta that keeps people fit by doing good.
2017- present: Nesta Associate
Nesta is a global innovation foundation. As an associate on the Creative Enterprise Programme, I work internationally to embed and scale design-led business practices with creative enterprises and help establish sustainable networks to build creative economies at a local and national level in countries where creative industries are currently under-supported. I was also a consultant on the Accelerating Impact programme, mentoring social innovation startups through the scaling-up process.
2017- present: Royal College of Art & University of London MA / PhD Tutor
The Royal College of Art is the world’s no.1 art & design university. Goldsmiths, University of London is also recognised as one of the top universities in the world for art and design. I have the honour of regularly tutoring MA & PhD students at both and providing seminars and workshops across a number of programmes.
2018: FutureGov Service Design Team
FutureGov use design, technology and change to make public services more human. I have worked with local government and renowned charities to bring understanding of people’s contexts, backgrounds and abilities to the systems and services that support us all, and to bring order and clarity to the messy world of service delivery and capacity building. I have been honoured to be part of this Militantly Optimistic family.
2016- present: Innovation Unit Senior Associate
My role at Innovation Unit is at the interface of applying design thinking and scaling social innovation. I am helping major foundations, departments of the NHS and Government to see their world through a different lens, and to apply change that may be radical and in difficult circumstances, but has far reaching effects for our collective wellbeing.
2015- 2016: Uscreates Senior Associate
My role at Uscreates includes mentoring major charities and social enterprises to apply design thinking and strategy to evolve their proposition. I am helping in the adoption of design processes and thinking improve the services, experiences and outcomes they provide, ultimately helping accelerate and amplify the creation of positive societal change.
2011 – 2015: Ziba Design Senior Service Designer
As a senior service design consultant at Ziba, I helped our clients use design principles and processes to better their business. I was fortunate to work in no fewer than 18 US states and also internationally, across industries ranging from healthcare, financial, tech, education and government. I also worked as part of the Consumer Insights and Trends group, leading ethnography-based research to inform design and strategy, understanding the lives and culture of citizens, communities and companies.
2009 – 2011: Prospect Senior Service Designer
As a Senior Service Designer at Prospect, I headed up their service design offer and worked on some exciting strategic design and service design projects. A major project I led and delivered was the Creative Industries Knowledge Transfer Network’s (CIKTN) investigation into how academia and the creative industries can better work together. Three comprehensive reports were produced, incorporating hundreds of viewpoints from workshop participants, industry experts and the general public. It defined a vision for the future of knowledge transfer in the UK’s creative industries and identified specific opportunities for exploitation and investment. Read about it on the Prospect website too.
2007 – 2009: Engine Service Design Service Designer
At Engine I spent three years working with some really inspiring people within the burgeoning service design community and had the opportunity to work on some fantastic projects,
from designing and prototyping new ways to co-design schools with the people who will use them as part of the Dott 07 Our New School project, to designing passenger journeys and experiences for BAA such as the Connections Experience. Other clients include the BBC, Samsung and Transport for London (TfL).
2005, 2007: Design Council
RED was a ‘Do-Tank’ within the Design Council to ‘design future public services’. I worked beside some leaders in the field of sevice design, including it’s director and Designer of the Year, Hilary Cothamand consequently learned a great deal about the difference design can make to improve peoples’ lives. With them I re-designed their highly popular blog, helped with project research, filming, photography, workshop collateral and also managed and produced their exhibition at the London Design Festival in 2006.
Technology Campaign (now Designing Demand)
An extended internship on the Technology campaign, as part of a highly successful student consultancy scheme that provided a range of services (product ideas generation / development, branding, web, interactive programs, graphic design, exhibition design) for technology startups selected by the Design Council. On this initial success, the project evolved into the Design Council’s Designing Demand, which is a national program still running today.
2005 – 2007: Imagination Freelance Interaction Designer
A number of freelance placements over the last two years followed an internship within the Multimedia department involving clients such as Samsung, Ford, Land Rover, Lincoln, Mercury, Jaguar, all of which were demanding and required creative vision and skill in programs such as After Effects, Flash and Illustrator.
2005: Endemol, Big Brother Assistant Task Designer / Maker
A work experience placement of high trust, given the nature of the TV show. I worked to extremely tight deadlines and often had to produce work and ideas at a moment’s notice. The best bits were thinking up evil tasks by which the housemates earn their food, and being able to see my day’s work on the TV each evening!
2005: British Council / United Nations Undergraduate Project
The British Council selected five students to travel to Amman, Jordan to collaborate with Jordanian students and academics to exchange ideas about the role of design in society and to produce a campaign to promote the UN Year of the Family, requiring cultural understanding and sensitivity.
2002 – 2006: Goldsmiths, University of London
Eco Design Student Representative 2005-6
Design Student Representative 2003-4
2001 – 2002: Cleveland College of Art & Design
Foundation Course: Distinction