I design (and sometimes build) user-centered services.
Capturing user satisfaction
Read about how I designed and built a service for capturing user satisfaction, including a reporting and analysis interfaceRead more about capturing and analysis of user satisfaction
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,
- 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 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.
September 1992 - July 1999
3 A Levels - (C)
9 GCSEs (A* - C)
Get in touch
You can find me on Medium.com where I post weeknotes and case studies of some of my work.