Andy Jones

I design (and sometimes build) user-centered services.

My work

Read my weeknotes and find out more about what I do.

Capturing user satisfaction

Read about how I designed and built a service for capturing user satisfaction, including a reporting and analysis interface

Read more about capturing and analysis of user satisfaction



Gambling Commission

January 2012 - Present
Technical lead (User research, Service and Interaction Design)
Resource manager (Business analysis)

I have built connections across Government teams and departments which has helped us to deliver changes in our ways of working and encourage collaboration and knowledge sharing.

I drive service and interaction design practices as well as user research within the project life cycle and encourage the use of Government Design Standards and principles into the organisation.

I am responsible for designing and developing prototypes, planning and running user research sessions and sharing findings through workshops and show and tells.

I am also a strong advocate for user needs and ensuring services are accessible. This involves desigining accessible services, testing with users and organisating external accessibility testing.

I have also been responsible for designing and developing some of the organisations current online services.

Lloyds Banking Group

March 2003 - December 2011
Subject Matter Expert - Mortgage Platform

Supported and developed features for the mortgage application and processing platforms used by Halifax, Bank of Scotland and BM Solutions brokers.


  • Agile ways of working,
  • Stakeholder engagement,
  • Accessibility testing,
  • process change,
  • service and interaction design,
  • user research,
  • project planning,
  • impact mapping,
  • stakeholder mapping,
  • cost/benefit analysis,
  • prototyping,
  • organisaing and running workshops,
  • technical analysis
  • and external engagement lead


  • Backend and frontend development with C# using ASP.Net, .NETCore, MVC and Razor,
  • SQL including T-SQL,
  • Azure setup and continuous integration from source control systems including DevOps and GitHub,
  • Experience of other frameworks including Node.JS, Express and Nunjucks templating engine.

Training and development

I hold Lean Six Sigma Yellow and Green belts.

I have also taken part in training for service design, user research, OWASP security vulnerability awareness.

I am a member of the Service Design Network, OneTeamGov. I helped set up and am heavily involved with Public Sector Digital Midlands and OneTeamGov Mids

I am also involved in regular service design and accessibility meetups, workshops and community groups.


University of Wolverhampton

September 1999 - July 2001
BA Hons Interactive Design and Communication

I completed 2 years of a 4 year degree. I left after completing modules in human communication and cognition, HCI design principles.

Highfields School

September 1992 - July 1999
3 A Levels - (C)
9 GCSEs (A* - C)

Get in touch

You can find me on where I post weeknotes and case studies of some of my work.

Social media