Hi There! I am an independent Service Designer.
In a Nutshell
I graduated from the Royal College of Art with an MA in Service Design in June 2014. Since then I have worked for Smart Design London, co-founded a start-up aiming to re-imagine home care and started my freelance career.
I have experience as a service designer and consultant across a range of industries from private sector to local as well as central government.
I am available for short- and long-term contracts. If you are interested drop me a line and let's see how I can help.
My approach to Service Design is heavily influenced by my own values.
I believe that all of us, and especially designers, have a certain degree of responsibility to create positive change. Acknowledging that we need to create solutions that not only cut cost and increase profit but also create social, experiential, human value. I like to keep this in mind when I design.
What do I do?
I am a Service Designer working across public, third and private sector.
My approach to tackling complex challenges is systemic, design-led and people centred.
For me good Service Design does three things:
A) It Saves Money through Increased Efficiency
This can be done through better communication, improved collaboration, new partnerships, surprising synergy effects or other elements.
B) It Improves Experiences
Good Service Design makes the experience of using or engaging with a product or system easier, smoother and more enjoyable.
C) It Creates New Value
Rethinking a product, system or service can help you not only improve what is already there but also identify unused potential and opportunities for new offerings, new relationships and new value.
Identifying the right problem
In order to achieve actual positive impact in complex challenges you need to dig deep and look for the root cause, the real problem. Those challenges are often the hard, wicked, hairy ones, but they are also the ones that are actually worth solving.
Co-creating all along the way
It is key to not only focus research around people but also actively involve them in the design process. This lets you draw on their insights, ideas and expertise.
If we think about a problem worth solving, something chances are it's a complex problem. Those complex challenges call for systemic concepts and solutions to be tackled with.
How I work
Gaining insights about the full context of a project.
Making sense of gathered insights, and defining what challenge to focus on.
Exploring and testing ideas to tackle the chosen challenge.
Prototyping, refining and detailing concepts and solutions.
Things I am excited about
Public Services for the future
Public services are often not consciously designed. They are reminiscent from decades, even centuries ago. Too often we accept them how they are and consider this "normal". By focusing on the citizen experience we can radically redesign them. Now, in times of austerity and cut backs, bringing public services into the 21st century is more urgent than ever. Let's design the new normal.
It's all about behaviour & motivation
To really understand and design for people we need to understand what motivates and engages them, what actually makes them behave a certain way. For far to long we have relied on money, promotions, carrot and stick. By now it has been proven many times that this is not how we actually work. Motivation is something that can be facilitated and enabled through the right design. This is incredibly relevant in the work place, education, personal and public health, digital interfaces such as Apps and others.
Design for positive impact
My mission is to make a difference to society through Service Design. What really drives me is knowing that this doesn't mean we can't create business value at the same time. Quite the opposite: For me good Service Design improves the experience, creates new value and saves money, all at the same time.
Who I worked for and with
I am co-founder of CoCare, a digital tool that allows the measuring of the quality of care.
Simple Data Gathering
In addition to recording the actual start and end times of care visits, at the end of each visit care workers will be asked a maximum of three questions. One will be a general question about the care receiver’s mood and one will be a specific question about an aspect of the care receiver’s needs or health conditions. Periodically, they will also be asked a third question which will be about the care receiver’s progress towards a personal goal.
Information will be available to commissioners and care providers through a web portal. This will include information about individual care receivers to inform annual reviews; safeguarding alerts; and summary information to inform better contract management and commissioning (including analysis of care hours delivered, outcomes achieved and needs profiles).
In addition to sharing information about social care needs, health conditions and personal goals, CoCare also enables care workers, social workers, commissioners, agencies, and care receivers and their friends and families to communicate with each other through the app. Notes can be shared with the whole care network or just specific roles, and safeguarding alerts can be raised and escalated quickly and easily.
Measuring Care Outcomes
A platform that gives you honest data about people's quality of care and enables outcome based commissioning.
Interested? Get in touch!
I am always looking for exciting new projects, collaborators and interesting conversations.