I call myself a service designer and a researcher because I design complex services, processes, and systems — and research is an important part of that work, both in discovery and in evaluating impact.

Where I work now, service design is a loose but loaded term. It covers changing the ways of working in the organisation, finding ways to create savings, and improving life outcomes for the people we design for — sometimes all at once. I currently lead said function, helping the organisation make sense of complexity and decide what’s genuinely worth building.

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Behavioural science, experimentation, and digital transformation all show up in my work, but always in service of practical decisions rather than theory. I enjoy my practice, partly because I can see the impact of what I design, and partly because the structure and rigour it brings to complex problem spaces is deeply satisfying.

Outside of work I enjoy making things with my hands, going for hikes and growing my own food. My latest pet project is learning how to lacto-ferment!