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
