Portlog, 2018

User experience, product design

I designed an innovative port intelligence tool for dry and liquid cargo ship charterers to de-risk port operations and to enable more accurate port costs estimates and turnaround times.

HMRC: Aligning a Design Team, 2024

Team leadership

A design team faced a number of disruptions affecting their quality of delivery. I lead a design team to streamline processes, set clear roles, and improve collaboration, resulting in increased work throughput efficiency, faster delivery, and a more positive, transparent team culture.

NHS App, 2019

User experience, product design

I joined the NHS App product team during early-stage design and development, supporting growth from 108K to 10M+ users. Designed core features and conducted usability testing, ensuring mobile journeys met regulatory and accessibility standards.

HMRC: Pillar 2 Top-up Tax service, 2024

Service design, strategy, operating model

I led end-to-end design of the UK Government's Pillar 2 Top-up Taxes service for large multinationals - achieving a rare all-green rating across all 14 Government Service Standards at Public Beta assessment and 100% CSAT at launch.

Vocalink (part of Mastercard) client portal, 2019

User experience, product design

I designed a proof-of-concept internal customer portal for Vocalink's Link Services team, covering ATM service updates, and using design sprint methodology to rapidly test and validate business assumptions.

NHS: IT Operations Centre, 2021

Organisational design, service design, user research

I led the creation of a centralised IT Operations Centre (ITOC) within NHS Digital, applying design thinking methods to break down silos and enable proactive incident management - resulting in stronger cross-team collaboration, clearer processes, and a more connected service delivery model.

Be Part of Research, 2020

Service design, user research

Health and Social Care Research don’t reach recruitment targets. I led a Discovery to understand how the service can help recruitment and retention of participation in Health Research, by identifying gaps in the end to end customer journey and producing insights for improvements.

LCC: Leeds door to door community transport hub, 2021

Service design, user research

There is underused transport capacity in Leeds. I blueprinted a new proposal for a transport service for Leeds City Council (LCC) to address problems affecting community transportation in Leeds.

HMRC: Digital Platform Reporting Service, 2024-25

Design leadership, Service design

I led the design team delivering the UK Government's Digital Platform Reporting Service - enabling marketplaces to collect and report seller income to HMRC - through successful Public Beta assessment and Live Services launch.