Case studies.
11 projects across UX research, service design, product design and AI — spanning retail, renewables, telecom, healthcare, finance and the third sector.
Led end-to-end research for a global data portal across Unilever's product squads. Diary studies and contextual interviews across 3 markets surfaced critical workflow gaps.
Field research with engineers across 3 countries to map real-world workflows and validate interaction models for a solar energy monitoring platform.
Service design and facilitation for a major organisational restructure. AI-assisted synthesis of 140+ interviews cut analysis from weeks to days across 4 markets.
Exploratory and evaluative research for a new in-aisle payment concept. 24 moderated usability sessions validated interaction models before development began.
Research into a new fulfilment model allowing customers to pay online and collect in-store at a flexible time. Concept testing with 18 participants across 3 store formats.
End-to-end service design for a global customer care programme. Research with agents, managers and customers informed a redesigned service blueprint across 6 countries.
Research and interface design for a mobile app connecting NHS healthcare workers with shift opportunities. Usability testing with 12 nurses and care staff shaped the final design.
Mixed-methods research with depot staff and customers to redesign the customs charges notification flow. Journey mapping revealed 4 critical drop-off points in the existing process.
MA final project exploring how art students manage complex, non-linear schedules. Participatory research with 20 UAL students led to a prototype tested across 3 iterative cycles.
Built and documented a scalable design system for RES's internal product suite. Component library spans 80+ components with accessibility annotations and usage guidelines.
Service design for a Camden charity supporting young people through school transitions. Co-design workshops with young people, parents and staff shaped a new programme model.