Designing services people can trust
I design the connective parts of a service: the forms, handoffs and moments of waiting that decide whether people feel looked after or left behind.
Over the past decade I have moved between public-sector programs, healthcare scheduling and financial tools, usually as the person who turns messy research into a shared map the whole team can act on. I work closely with engineers, write plainly, and prefer small tested releases over big reveals.
Three projects that shaped my practice
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Clinic scheduling, rebuilt around the patient
Booking a follow-up meant three phone calls and a paper slip. I mapped the full journey with front-desk staff, then designed a single rebooking flow that works the same on a kiosk, a phone or at the counter.
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Plain-language benefits application
Rewrote a long eligibility form into short, question-by-question steps with explanations at the point of need. Paired weekly with caseworkers to test drafts against real enquiries before anything shipped.
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A shared design system for a lending product
Consolidated scattered interface patterns into one documented library with accessible defaults, giving product and engineering a common vocabulary and a faster route from idea to review.
Where I have worked
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Lead Service Designer
- Lead a team of three designers across scheduling, referrals and patient messaging.
- Run quarterly service blueprinting sessions with clinical and operations leads.
- Set up a lightweight research repository the wider organization now contributes to.
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Senior Service Designer
- Designed end-to-end journeys for benefits, licensing and housing programs.
- Introduced accessibility reviews as a standard step before every release.
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Product Designer
- Owned onboarding and repayment flows from research to production.
- Built and maintained the company's first shared component library.
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Junior UX Designer
- Produced wireframes, prototypes and usability test plans for retail and education clients.