Across the brief, the system and the delivery.

Work through Red Star across separate clinical projects: service research and modelling, prototypes, detailed interaction design and implementation support.

FLS: mapped and redesigned the service with clinical teams, including worklists, patient information and care planning. The multidisciplinary pilot reported 55% less case-processing time and 92% greater capacity.

An initial registration investigation expanded into service analysis and modelling across the transformation programme. I connected customer, operational, legal, data and technology perspectives to make options and dependencies clearer.

Later business-analysis work brought that understanding into digital registration delivery, including the response to COVID.

Research and design for customer-facing banking services, working with internal teams, suppliers and Fjord’s multidisciplinary service-design team.

For mortgage work, I interviewed advisers in a NatWest branch to understand the domain and customers’ misunderstandings. Broader moderated research with customers and colleagues informed iterative designs and shared patterns.

I also storyboarded a film explaining customer-led design to RBS’s Executive Leadership Team.

I introduced UX practice into an established £9m digital transformation programme, initially working on internal examination administration and marking systems.

Research, information architecture, reusable interaction patterns and design documentation had to fit the pace of multidisciplinary delivery. PwC reviewed and approved the proposed integration of UX activities into the programme workflow.

Interaction design for the Stockbrokers platform, including authentication, search, usability and accessibility research.

I built working relationships with operational stakeholders and standardised design documentation so people had a shared reference for decisions. My responsibilities also included coordinating visual-design and UI deliverables. The nine-month engagement included one extension.

Independent practice has run alongside enterprise contracts: over 20 freelance clients, from small organisations and agencies to international scientific bodies.

One Call Direct: designed and developed bespoke HR software bringing together employee records, administrative workflows and permissions, alongside other digital commissions.

SPM: bespoke safety-management software. Other work includes community websites, e-commerce, agency collaborations and digital products.