Opencast

April 2023 to present

Valuation Office Agency
I supported design thinking for a wide-ranging and complex change programme around Business Rates in Alpha phase, as well as leading service design methodologies for an inexperienced team.

Tasks include:

• Leading service design methodologies

• Workshop facilitation

• Insights development

• Service mapping, service blueprinting

• Ecosystem mapping

• Managing both team level agile delivery with cross-cutting higher level design thinking

• Mentoring others in service design methodologies

Outcomes:

• Design leadership and promoting the value of service design methodologies in an immature design environment

• Challenging existing processes to encourage greater focus on user need

• Building the design capacity and knowledge within my team and beyond

• Mentoring less experienced consultants

• Gearing the programme of work up to meet the design requirements of an Alpha assessment

Since April 2023 I've been working as a Senior Service Design Consultant for Opencast. As the client work that I've been doing is through Opencast - here’s an overview of the work I've been engaged in and continue to deliver.

HMRC
I’m currently a design lead across 2 programmes of work at HMRC - ‘Borders and Trade’ (customs and excise) and ‘Policy Driven Change’ (mostly pensions focussed services)

Tasks include:

• Supporting and coaching 14 service designers across multiple streams of work in a variety of different project stages

• Supporting and coaching various interaction designers that have no service designers on their team

• Leading design thinking, promoting service design methodologies and developing frameworks to support UCD teams, product roles and stakeholders better understand UCD activities and outcomes

• Landscape mapping digital services in the Borders & Trade programme to create greater transparency in a highly complex service space