DESIGN APPROACH
Evidence-based | know your users, context and processes before making decisions
Human-centred | make it easy for users and employees
Holistic | examine experiences and processes from beginning to end
Collaborative | harness the knowledge held inside and outside your organisation
Iterative | test assumptions, concepts, & experiences before moving into implementation
Visual | mapping techniques support holistic understanding and communication
Thinking Workshops
Facilitation of collaborative spaces and complex dynamics
Tap into the expertise inside and outside your organisation
Harness the knowledge of employees, users and other stakeholders
Strategy
Take a broader perspective, understand where you are and find your way forward.
Users’ Experiences
Examine users’ journeys through your services to identify gaps and opportunities for improvement.
Service Blueprinting
Ensure your systems and operations are fit for purpose and identify gaps and overlaps.
Ideation
Innovation happens when mixing knowledge & provocation in a safe & playful environment.
Research & Design Work
qualitative & quantitative insight | holistic systems | seamless experiences
User & Market Research
Understand the needs, desires, expectations and habits of your users; as well as the weaknesses and strengths of your competitors. Research insights will help you understand your unique selling points, identify opportunities for improving your product or services, and inform your business & marketing strategy.
Experience & Interaction Design
Ensure a seamless experience across platforms. Examining users’ experiences interaction-by-interaction from the perspective of different users serves to identify gaps in your offer and opportunities for improvement.
Systems Design & Optimisation
Improve service quality and cost-effectiveness. Gain a holistic view of your organisation while keeping track of the detail. Visualising processes and operations will allow you to identify gaps and overlaps, ensure that your systems are fit for purpose, and aligning internal operations with users’ needs and expectations.
Concept Development,
Early Prototyping & Testing
Test ideas and experiences before reaching development. Low-cost prototyping methods will help you identify problems early in the process, saving you time and money and reducing risk at implementation stages.
Organisational Change
Do not underestimate the knowledge held by your employees. Build your organisation with them. Not involving employees in the definition of organisational changes will provoke disengagement, frustration, and resistance. On the contrary, by taking a more inclusive approach, you can harness their knowledge and safeguard good practice.
PUBLIC SECTOR SPECIFIC
Public consultation, engagement & codesign
From scoping a project to building solutions with communities, design visual methods support harnessing and articulating users’ tacit knowledge. These type of projects may combine qualitative and quantitative research depending on purpose.
Service Evaluation & Improvement
Improve service quality and cost-effectiveness by: (1) understanding how different users navigate your services and analysing their experiences; (2) examining processes and operations from the perspectives of the employees administrating, managing, and delivering the service; and (3) ensuring that users’ experiences and internal processes align.
Service Integration
Integrating services across multiple institutions entails a clash of organisational cultures and processes; and stakeholder cooperation can be tainted by a history of poor relationships. Design methods support understanding across stakeholders by prioritising the users’ experience; analysing the roles, remits, priorities and contributions of each organisation; and building on their convergences and strengths. These projects are complex, and establishing a productive collaboration can take time. However, it is the best way to ensure that users do not fall through the gaps and resources are used effectively.
Tea & a Chat
Strategy, Collaboration & Innovation Advice
What do you bring
an idea, a problem, or a question.
What do I bring
an outsider perspective, a strategic mind, design & research knowledge, & experience consulting on user-centric design and strategy in the third, public and private sectors.
What will happen
you will tell me about your work, challenges and dreams. I will ask difficult questions, help you make sense of the situation, and draft the next steps.
Capacity Building
design & collaboration
Human-centred Design
A holistic & human-centred approach
Dealing with complexity and uncertainty
Design research & mapping methods
From research insights to design specifications
Creativity and ideation
Iteration: from early prototyping to refinement
Collaboration
The value and need for collaboration
Cognitive and emotional barriers and strategies
Management of collaborative endeavours
Facilitation of complex dynamics