Service design

For long term projects I typically work 3 to 6 months exclusively with one organisation embedded in a team.

  • I run focused user research to understand how people experience your services. From tenant interviews, shadowing your staff to observing how someone reports a repair online.

    The goal is to uncover what’s working, what’s not, and where you can improve. Research findings are shared clearly so teams can act on them straight away.

  • Most services are messier than they look on paper. I help you map the entire journey, from the tenant’s first contact through to the final follow-up.

    We look at what the tenant sees and what happens behind the scenes. This helps spot gaps, delays, and handoffs and prevents duplicated effort.

    The result is a shared picture that everyone can use to make improvements.

  • Service blueprints show how services work. They show people, processes, data and infastructure to find issues and improve flow.

    I generally include customer journey maps so organisations can see both a customer and business experience side by side as equal partners. For social housing, this is really important as we make services more efficient AND a better experience for tenants.

  • Sometimes, you know something isn’t working, but it’s hard to say why. I carry out a quick yet thorough review of a service using a mix of interviews, mapping, and performance data.

    I’ll share what I find in plain English, along with practical recommendations designed to work within your reality, not just a wishlist of big ideas.

  • When housing organisations look to modernise or transform, it’s easy to lose sight of what tenants and staff need.

    I help you take a step back and shape a clear, user-centred strategy. This includes creating service lists, agreeing on design principles, and planning the work in manageable phases.

    I can also support you in running pilots, testing ideas, and building momentum without overwhelming your teams.

Coaching and facilitation

Coaching is typically over 2 days either remote or in your office.

  • I support staff across housing, digital, customer service, and operational roles in using user-centred approaches in their daily work.

    That could mean coaching a service lead through a redesign, helping teams run their first research sessions, or supporting change managers in applying UCD to live projects. I work alongside you, so the approach sticks and grows.

  • I plan and run sessions that are focused, productive, and inclusive, whether for discovery, strategy, or co-design.

    I’ve done this with exec teams, customer panels and frontline staff. Sessions are always clear in purpose, inclusive in style and focused on outcomes whether you’re just getting started or need to unblock a complex project.

Design recruitment

I can help you hire and put together a full user centred design team.

  • I can help you shape job roles, write job adverts that speak clearly, and run a process that gives people a fair shot. We keep it simple and inclusive, focusing on what matters most. Finding people who can do the job and work well with others.

  • I support teams to run interviews that are human and focused. Whether it is a structured process or something more informal, I help you ask the right questions and listen well. I can also help design a smoother onboarding experience so new starters feel welcomed, clear and ready to get stuck in.

Prices

My day rate is £650 per day but I’m happy to discuss project pricing if you have a fixed budget.

I offer a discount for charities and companies doing social good.

Since every service and project is different, it can be hard to estimate. Contact me with the problem you’re trying to solve and we’ll go from there.

Contact me