Welcome

Human Shaped Solutions

“User experience encompasses all aspects of the end-user's interaction with the company, its services, and its products.” - Don Norman

What that means is that the person who recognises your brand is the same person who uses your app or website and is the same person that enters your shop, talks to your staff, places an order and takes delivery of it and then... talks about all of it with their friends and family - get any part of it wrong and you've not just lost that person but all the people they know as well.

You can call it UX, CX, BX, omni-channel design, service-level digital transformation, heuristic multi-channel design - or any other buzzword doing the rounds - but what it comes down to is recognising that humans have joined up experiences and that those experiences can make or break a product, service or brand.

Delivering Experience Design Strategy

I've built a long career helping businesses to really understand the people using their services and products and to understand their needs. I show how to effectively tailor their structure, their teams and their solutions to ensure they meet those needs.

Delivering UX and Product Design

Experience Design is more than flashy UI, more than Interaction design, it's tailoring form and function and bridging the gap between business needs and user needs, to produce a solution that not only functions but is satisfying to everyone.

Delivering CX & Service Design 

We live in an information age, a time where ease of use is as much a deciding factor in attracting and retaining customers as features and functions. Ensuring that you meet the emotional needs of the people who not only use your services but act within it, while relating to your products and brand has never been more important.

Delivering HCD Research

Taking the right approach to HCD research removes guess work, reduces trial and error and saves you time, money and resources. Understanding human needs and translating them into viable solutions is the foundation that I instill in every HCD project.

Introduction

I’m a Human Centred Design consultant, with over 30 years’ experience in product and service design, providing digital and real world solutions tailored for end users. I’ve worked across multiple industries and with both global brands and start-ups and have created and ran CX and UX departments as well as leading multi-discipline teams of researchers, analysts, developers and designers.

I’ve worked at national and local government level, at exec and staff level and ensure that everybody fully understands the ‘what’ of the solution required and also the ‘why’ and the ‘how’ as well. I’m used to designing at every level of human engagement be it brand, product, service and media, tailoring those areas to meet both business and user needs

I'm uncompromisingly driven by user research and data, qualifying them against system data, to ensure that not only solutions are met but that the actual problem is understood as well. There are few aspects of HCD, if any, I’m not only familiar with but passionate about

I’m currently Head of UX for Coast Digital where I'm tasked with expanding the UX team into a full Experience Design department and placing HCD at the heart of the company.

Previously to this I was Principal UX for the digital arm of Saint Gobain UK, where for the three years I helped shape their entire digital presence in the UK. That means I created and implemented a transformation strategy for multiple UK brands, including their first multi-brand ecommerce solution, and designed a 5-year product and service vision strategy, covering every customer touch-point, offline and online, utilising IoT, that has set the benchmark for the industry. I helped build the UK Experience Design Team from scratch, made up of specialist researchers, data scientists, UX, UI, service and product design, working directly with Product, Tech, Data, Content and Marketing to ensure that every touch-point between brand and users was consistent and of the highwat quality.

Clients

While brands are not a real benchmark of quality, who you've worked with before, who trusted you to help them, are indicators of success and, let's be honest, something that a lot of people just want to see. 

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Case studies

Not a portfolio. A lot of what I do defies easy documentation, so while I'm happy to showcase my work I'd be loathe to call this a portfolio, a series of case studies is closer to the truth.

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Articles

The main areas of this site are about what I do and who I do it for. This is section will tell you more about my thinking and correcting some of the misunderstandings around this weird and wonderful industry.

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Contact me

Any questions, just want to chat? Feel free to contact me - note both reCaptcha and blacklists apply, spammers you're only wasting your own time