UX research, design leadership and business strategy

I've run large customer research projects; identified actionable insights that improves user experience; mentored and developed high-performing design teams; and facilitated service design blueprinting, conducted ecosystem analysis and facilitated collaborative workshops to help inform strategic business decisions.

For more than 25 years I’ve been helping businesses and organisations deliver great customer experiences. Combining research insights, design leadership & direction, strategy and guidance through various design practices and contextual industry experience.

This means balancing how to uncover and remove pain points and frustrations for customers while also understanding the big 'why' to supporting needs and expected outcomes.

Working in a number of different countries has exposed me to many different cultures and varied customer needs where a generic design approach can sometimes be limiting or create friction. I’ve also designed solutions that support disabled customers and remove barriers of access they can experience when engaging with products and services.



HCD Design Approach

A defined design approach enables teams to articulate

  • what problems they are solving,
  • who is the audience who will benefit,
  • how insights will be used,
  • how successful outcomes will be met, and
  • how will the solution deliver value to the audience
The latest ux blog posts...

In this meta analysis article I have gathered a number of research insights from Behavioural Economists and Psychologists from the field of human behaviour and specifically change behaviour. This article looks at human behaviour and decision making that affects both long and short-term change.

Co-operation at every level of our socio-ethno environments is dependent on trust and reciprocity. Under all sorts of circumstances, co-operation has underpinned and benefitted not only humans, but also many other species on our planet. Research over the past 80 years has studied both optimal and sub-optimal outcomes based on different reciprocal strategies.

A brief introduction to a number of amazing writers and books that focus on human behavior, biases and some left-field thinking on the things that influence and drive our everyday decisions. These books have had a big influence on my own UX practice and thinking.