A few of the organisations I've helped think and operate differently, from public services to scaleups and startups.
The work below spans organisational change, service design and leadership coaching across public, private and charity sectors. Each one involved getting underneath a stated problem to find the real one, then helping the people inside the organisation see it too.
I take confidentiality seriously, so most of my work you are not going to read about online. When I have been given permission to speak about a particular programme or client engagement, I will talk directly about it. This is why you cannot see stories about my work in many central government and local goverment departments, with Fortune 500 Companies, NGOs and other private organisaions.
Coached a newly-formed service design function to earn trust across product, data and customer teams, reshaping how the wider digital organisation prioritised and measured its work.
Read the story →Presented a five-year digital strategy to the Eurotunnel board, securing a multi-year programme of work to rebuild a booking platform generating £100–200m a year.
Read the story →Redesigned a housing service in a 10-day sprint with frontline staff and applicants, clearing a backlog that was leaving vulnerable people without support.
Read the story →Gave the C-suite of a 20-hospital group a new, shared understanding of who their services were really for — reshaping content strategy across the whole organisation.
Read the story →Built and led a UX clinic for an innovation centre's startup residents, with several founders going on to long-term 1-2-1 coaching to grow businesses with a clearer sense of purpose.
Read the story →Prototyped AI tools to navigate a petabyte of government knowledge, described by the Cabinet Office's Head of Digital as the best application of AI he'd seen in government.
Read the story →Reconciled conflicting agendas across government and charity partners into a single, child-focused service, signed off by senior cabinet ministers.
Read the story →Worked directly with the UK CEO and VP to define digital strategy for the newly merged Penguin Random House, translating a corporate merger into a coherent public-facing identity.
Read the story →Redesigned a council's most complex application forms to cut friction and improve conversion, informing how the borough invests in future digital services.
Read the story →Surfaced gaps between internal assumptions and real customer journeys, helping the leadership team decide what to invest in next with evidence rather than opinion.
Read the story →Embedded user research into content marketing, lifting qualified lead quality and giving the sales team a clearer read on who they were talking to.
Read the story →Rebuilt HR guidance around what staff actually needed to do, not just policy text — freeing the team to focus on complex cases instead of repeat queries.
Read the story →Restructured 300+ pages of club content and digital matchday experience around fan engagement, ticketing and merchandise, the club's three core commercial goals.
Read the story →Built a resilient, easy-to-maintain platform for an international landmine-education charity, designed to work even where internet connectivity is poor.
Read the story →