Service design and product design projects delivered as a senior independent contributor
The oil and gas company did not know how to serve B2B e-mobility customers. They needed to learn what service would provide most value to these these fleets while monetising those relationships in a sustainable and ethical way.
How might we provide a standardised global service when the culture of each market is very different and closing the deal means a very different type of conversation in Singapore from the one in Jordan...
The Livestock Information programme (LIP) had been running for a little over two years when I joined the team to lead the design of the service. Lots of work had been done, but nothing had been delivered yet, and passing a Beta GDS service assessment did not seem like a possibility.
Building and launching the first life-insurance product family to offer straight-through processing with real-time deal approval. In year one our product picked up top rating from Which--a first for an insurance product:-)
Forty Hall Vineyard is an exciting social enterprise which has established a 10 acre community vineyard in Enfield, north London. Largely looked after by local volunteers, the vineyard is the first commercial scale vineyard in London since the middle ages, producing English still and sparkling wines.
An Roinn Coimirce Sóisialaí, the Irish Dept. of Social Protection's inspector team was a set of stakeholders who were mostly over-sixties and broadly skeptical that much could be achieved to improve their workplace, and certainly not by adding any new-fangled mobile technology to the mix.
Winning funding from NESTA, concepting, delivering, and running operations for the Lecture List service.
Connecting R&D, Marketing and digital delivery to bring better services to market more quickly, and with better results.
A significant investment in a Microsoft customer care accelerator hadn't delivered the expected reduction in call-handling time. The client did not understanding why.
Helping a UK mobile operator keep their customers happy and in control of their bills. Customers were forever getting bills they didn't expect and they didn't like the BT model of having to purchase an extra package to save money...
Leveraging user research to generate concepts for a customer that challenged assumptions and reframed their approach to delivering on an FCA requirement.