Bringing together Service Design, Organisational Design, Systems Thinking, and Positive Psychology to create meaningful impact for people and planet.
Designing Flourishing Systems
I create future fit services and organisations that understand and adapt to human needs
I believe the most meaningful design happens at the intersection of four critical disciplines. By integrating these approaches, we can create systems that don’t just solve problems but really help people and organisations thrive.
Most design work treats symptoms. A service isn’t working, so we redesign the interface. Customers are unhappy, so we smooth the journey. But these fixes rarely stick for long, because they ignore the systems underneath.
I work differently. By connecting what an organisation does (its services) with how it’s structured (its organisation), I help create change that actually lasts. My background in psychology means I’m not just thinking about processes and touchpoints, but about how people actually think, feel, and behave within these systems.
Four ideas shape everything I do:
Human Flourishing, Not Just Problem-Solving
Good design doesn’t just remove friction. It creates conditions where people can do their best work and customers can get genuine value. I’m interested in what helps people thrive, not just what stops them complaining.
Organisations and Services Are Inseparable
You can’t deliver a brilliant service with a dysfunctional team behind it. And you can’t build a healthy organisation if your services are fighting against how people actually work. These are two sides of the same coin.
Systems, Not Silos
Every service exists within a web of constraints and enablers: technology, culture, policy, behaviour, economics. I map these connections to find where small interventions can create outsized impact.
Transparency Enables Agency
Whether it’s customers navigating a service or employees understanding their organisation, people make better decisions when they can see how things actually work. I design for understanding, not just usability.
I’ve spent over a decade working at the intersection of service and organisational design, most recently as a Director and Head of Service Design at frog. My work has ranged from helping energy companies rethink customer relationships to redesigning how global financial institutions teams collaborate and make decisions. What connects it all is a focus on creating lasting change, not just impressive deliverables.
If you want to understand how I apply them, explore my approach.
