I’m a strategic and experienced service design lead with over 15 years of helping organisations make sense of complexity and create services that truly work for people.
Through my consultancy, Fourteen15, I lead service design projects that tackle complex, systemic challenges from justice and education to health and housing. I bring an analytical mindset, a deep commitment to human-centred design, and a collaborative approach that helps teams create meaningful, lasting change.
My academic background in product design gave me a solid foundation in systems thinking and user centered design. Service design felt like a natural next step that aligned perfectly with my skillset, and over my career I’ve built up deep expertise in navigating complexity, aligning strategy with user need, and leading multidisciplinary teams through research, co-design, and delivery. I'm especially drawn to work at the intersection of design and policy, where strategic thinking and lived experience come together to shape better outcomes for society.
How I work
I help teams navigate complexity with clarity and purpose - connecting the dots between people, problems, and possibilities. The work I undertake often includes a mix of:
End-to-end service design
I lead full design processes—from scoping, research and mapping through to identifying systemic models, defining visions, prototyping, and implementation.
Strategic collaboration
I build strong relationships at all levels - facilitating alignment between frontline staff, leadership, and multidisciplinary teams to make change happen.
System-wide consistency
I look outside of a single project to help organisations create cross-service patterns, design standards, and frameworks that drive quality and coherence across their offerings.
Building design capability
Whether coaching individuals, supporting teams, or introducing new ways of working, I develop the tools and culture needed for design to thrive.
SKILLS and services
The skills and services I offer include, but are not limited to:
Service design leadership - Strategic oversight and hands-on delivery across complex projects
Project scoping and reframing - Clarifying briefs to uncover the real questions, goals, and success measures for all stakeholders
Qualitative and quantitative research - Insight generation, synthesis, and stakeholder engagement surrounding findings
Service mapping and system modelling - Visual mapping to bring to life pain points, stories, and opportunities
Vision and strategy creation - Building shared understanding and direction, so teams move forward together
Workshop facilitation - Co-creation, alignment, and decision-making tools for teams
Policy design and public sector innovation - Applying design in innovative, high impact environments
Design coaching - Building capability and confidence in service design teams
Let’s work together
If you're tackling a complex challenge and need thoughtful, strategic design leadership, I’d love to hear from you.