I am a service design and product director. I enjoy learning about new areas from criminal justice to international trade. Then applying service design led and data-driven analysis which leads to cultural and business process change focused around user needs. Then using agile delivery to build a coherent set of products and policy changes supported by a solid roadmap which is flexible to change and responsive to user feedback.
Most recently I led the NHSX and NHS Digital discovery into Bookings, Referrals and Appointment management across the UK health and social care system. We explored how referrals operate from general practice and other contexts proposing a new model for referred care.
I was the Product lead for EU Exit at the Dept of International Trade, understanding the new UK trading environment and building the required products for brexit. I’ve developed a wide range of models from regulatory to economic and used these to define each iteration of products.
At EY-Seren I was hired to build up the government and public sector business after purchase by EY, working across a range of central government and public sector clients from the Big Lottery Fund to HS2 Met Police, Parliamentary Digital Service, HMRC and DIT.
Hired as first product manager in new Ministry of Justice Digital Services division, I was promoted to Head of Product and subsequently hired rest of product team, as division grew from 10-200 people. Managed team who have delivered all three exemplar projects to Live status, a year ahead of schedule. I ensured our products have created useful open sourced components, which are being used widely across Govt. Created a product centric culture at MOJ Digital Services and shaped the direction of the division, drove culture change towards an agile, user centred viewpoint across the Ministry.
Previously I have worked in academia and advertising; in publishing at Nature and Dorling Kindersley; developed iPlayer at the BBC; and ran my own agency working with bike companies plus HSBC, ITV and The Guardian. I’ve written a book for O’Reilly and worked on an exhibition BikeVDesign at the Design Museum