Case studies
Selected case studies
Seven examples of where I've collaborated to make complex products, services and systems easier to understand, use and change. The contexts range from computing infrastructure and mobile services to public data, scientific discovery and global supply chains. Each case study examines the challenge behind the brief, how it was reframed and what changed as a result.
When computers became infrastructure
SUN MICROSYSTEMS · Software Architect · 1994–2004
As standalone computers became dense, remotely operated infrastructure, administrators needed to understand entire systems rather than individual machines. I helped create a coherent management model that allowed people to diagnose failures, understand dependencies and act safely, even when the operating system was unavailable.
Explore the foundations of my systems practice →Finding the signal in the infrastructure
TIDEWAY SYSTEMS · Senior UX Analyst · 2005–2007
A brief to replace a command-based interface uncovered a much larger problem. Customers were struggling to connect technical evidence with the organisational knowledge needed to interpret and act on it. Research and service mapping transformed an interface project into a new understanding of the service surrounding the software.
See how research reframed the problem →Taking the service to the meter
BRITISH GAS · Information Architect · 2009
The arrival of the iPhone created an opportunity to redesign meter reading around where the task actually happened. I helped shape a focused mobile service that connected the customer at their meter with British Gas systems, providing clear guidance, confirmation and recovery when things went wrong.
See how mobile changed the service →When O2 became one
O2 · Senior UX Consultant · 2011–2014
My O2 and O2 Refresh began as separate digital initiatives but shared a larger challenge: making a complex customer relationship coherent across purchase, billing, account management, upgrades and support. I helped turn a radical commercial proposition into a service customers could understand and manage across channels.
Explore the design of one connected service →Making Census data work for everyone
ONS · Lead Service Designer · 2020–2022
Census 2021 needed to serve far more than specialist users or predefined statistical tables. I co-led the service design that connected diverse audience needs, specialist disciplines and separate outputs into multiple routes through the same trusted national evidence.
See how many products became one public service →From microbiome analysis to predictive insight
EAGLE GENOMICS · Head of Product Design · 2022–2024
Scientists needed to move beyond isolated analyses towards a connected body of evidence they could explore and trust. I led work that embedded scientific expertise into the experience and transformed an abstract product vision into tangible journeys, concepts and prototypes that could be tested against delivery reality.
Explore how an ambitious vision became testable →Making supply chains visible
BRAMBLES · UX Design Lead · 2024–2026
Tracked-pallet data promised to reveal how goods move through global supply chains, but disconnected applications and delivery practices limited its value. I led design across the portfolio, helping turn prototypes into products, connect the application ecosystem and establish more evidence-led ways of working as AI accelerated delivery.
See how product and design capability evolved together →