Background
I trained in psychology before I trained in design. That ordering
matters more than it sounds: I look past the symptom to the
behaviour the service is producing, and past the behaviour to the
system producing it.
Over a decade of experience in service and organisational design,
including 5+ years at frog (Capgemini Invent), where I grew the UK
service design practice and established the organisational design
capability alongside it. I've worked across sectors, including
regulated ones, and am now working independently.
The four disciplines
Two of these are disciplines I work in. Two are lenses I bring to
them.
Service design without organisational design produces beautiful
artefacts that nobody can deliver. Organisational design without
service design produces structures that look right on paper and
fight the work in practice. The two need each other.
Systems thinking keeps the relationship between them visible.
Positive psychology keeps asking whether the design lands for the
people inside it, both those doing the work and those receiving
it.
Useful for
-
Service architecture in regulated sectors, where journey-maps
have run out.
-
Capability assessment, where the design function isn't producing
what it should and the reasons aren't obvious.
-
AI-adoption programmes for design and product teams, focused on
practice rather than tooling.
Less useful for pure delivery, brand & marketing design, or
'come and tell us we are good' engagements.
Community engagement
- 2024 Bright Network · Panel on AI and organisational design
- 2024 Flipside · Mentor and coach
- 2023–24 RCA · Mentor
- 2023 DesignOps Summit · Speaker
- 2022 SDN NextGen · Speaker
- 2022 CIPD London · Speaker
