Case Studies

Different sectors. Different constraints. The same starting point — finding the core purpose at the centre of the product. These case studies span government, financial services and humanitarian aid; each one a different test of the same belief: that design leadership means finding what truly matters to the people a system serves, then building the strategy, the team and the product around it.

Due to the sensitive nature of this work, locked case studies are available only on request. Use the contact form to request access.

PRODUCT STRATEGY • ETHNOGRAPHIC RESEARCH • SERVICE DEISGN

From food assistance to economic agency: designing a digital marketplace to support communities build a better life

Food insecurity is not a supply problem. It's a system problem — one where the people most affected have the least power over the conditions driving it.

Challenge

Support an NGO undergoing an evolution in how aid/food assistance is delivered in unrestricted cash context to support longer term economic growth leading to sustainability and self-sufficiency.

Scope

Rapid design and validation of a digital marketplace concept to transition support for displaced communities from food assistance towards economic agency.

Role

Product & Strategy Design lead responsible for consultation and shaping the concept, driving in field ethnographic research, validation and hand off to development partner.

Outcome

Conceived and validated marketplace concept demand and viability. Delivered comprehensive solution for beneficiaries, sellers and NGO to adopt and build out in house.

OPEN ACCESS

Background image depicting ethnographic research in Uganda
Mobile device images of the NGO Android application.

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PRODUCT STRATEGY • ETHNOGRAPHIC RESEARCH • SERVICE DEISGN

From food assistance to economic agency: designing a digital marketplace to support communities build a better life

Food insecurity is not a supply problem. It's a system problem — one where the people most affected have the least power over the conditions driving it.

Challenge

Support an NGO undergoing an evolution in how aid/food assistance is delivered in unrestricted cash context to support longer term economic growth leading to sustainability and self-sufficiency.

Scope

Rapid design and validation of a digital marketplace concept to transition support for displaced communities from food assistance towards economic agency.

Role

Product & Strategy Design lead responsible for consultation and shaping the concept, driving in field ethnographic research, validation and hand off to development partner.

Outcome

Conceived and validated marketplace concept demand and viability. Delivered comprehensive solution for beneficiaries, sellers and NGO to adopt and build out in house.

OPEN ACCESS

Background image depicting ethnographic research in Uganda
Mobile device images of the NGO Android application.

Read more

PRODUCT STRATEGY • ETHNOGRAPHIC RESEARCH • SERVICE DEISGN

From food assistance to economic agency: designing a digital marketplace to support communities build a better life

Food insecurity is not a supply problem. It's a system problem — one where the people most affected have the least power over the conditions driving it.

Challenge

Support an NGO undergoing an evolution in how aid/food assistance is delivered in unrestricted cash context to support longer term economic growth leading to sustainability and self-sufficiency.

Scope

Rapid design and validation of a digital marketplace concept to transition support for displaced communities from food assistance towards economic agency.

Role

Product & Strategy Design lead responsible for consultation and shaping the concept, driving in field ethnographic research, validation and hand off to development partner.

Outcome

Conceived and validated marketplace concept demand and viability. Delivered comprehensive solution for beneficiaries, sellers and NGO to adopt and build out in house.

OPEN ACCESS

Background image depicting ethnographic research in Uganda
Mobile device images of the NGO Android application.

Read more

PRODUCT STRATEGY • ETHNOGRAPHIC RESEARCH • SERVICE DEISGN

Transforming the fight against fraud & cyber crime through intelligence, support, education & re-empowerment

The brief was to modernise a government crime reporting service. The real challenge was restoring trust at one of the most disorienting moments of a person’s life.

Challenge

Restoring confidence in a system that had failed to meet people at one of the most disorienting moments of their lives.

Scope

Drive the creative direction, product strategy and delivery for a cross-platform (RWD & CMS) government service to improve outcomes for victims of fraud and cyber crime.

Role

Product & Strategy Design Lead, responsible for creative direction, leading design team, setting quality standards and partnering with client leadership, product & engineering.

Outcome

Embedded a Trauma Informed Design framework into a national service. Reporting volumes increased 80–100% improved categorisation and data quality.

NDA protected

Background image depicting the impact of fraud and cybercrime
Desktop and mobile device images of the Government fraud website.

Request access

PRODUCT STRATEGY • ETHNOGRAPHIC RESEARCH • SERVICE DEISGN

Transforming the fight against fraud & cyber crime through intelligence, support, education & re-empowerment

The brief was to modernise a government crime reporting service. The real challenge was restoring trust at one of the most disorienting moments of a person’s life.

Challenge

Restoring confidence in a system that had failed to meet people at one of the most disorienting moments of their lives.

Scope

Drive the creative direction, product strategy and delivery for a cross-platform (RWD & CMS) government service to improve outcomes for victims of fraud and cyber crime.

Role

Product & Strategy Design Lead, responsible for creative direction, leading design team, setting quality standards and partnering with client leadership, product & engineering.

Outcome

Embedded a Trauma Informed Design framework into a national service. Reporting volumes increased 80–100% improved categorisation and data quality.

NDA protected

Background image depicting the impact of fraud and cybercrime
Desktop and mobile device images of the Government fraud website.

Request access

PRODUCT STRATEGY • ETHNOGRAPHIC RESEARCH • SERVICE DEISGN

Transforming the fight against fraud & cyber crime through intelligence, support, education & re-empowerment

The brief was to modernise a government crime reporting service. The real challenge was restoring trust at one of the most disorienting moments of a person’s life.

Challenge

Restoring confidence in a system that had failed to meet people at one of the most disorienting moments of their lives.

Scope

Drive the creative direction, product strategy and delivery for a cross-platform (RWD & CMS) government service to improve outcomes for victims of fraud and cyber crime.

Role

Product & Strategy Design Lead, responsible for creative direction, leading design team, setting quality standards and partnering with client leadership, product & engineering.

Outcome

Embedded a Trauma Informed Design framework into a national service. Reporting volumes increased 80–100% improved categorisation and data quality.

NDA protected

Background image depicting the impact of fraud and cybercrime
Desktop and mobile device images of the Government fraud website.

Request access

DIGITAL TRANSFORMATION • PRODUCT STRATEGY • ORGANISATIONAL CHANGE

Providing a financial lifeline: rebuilding credit, confidence and lives

Poor credit is often framed as a behavioural problem. Our discovery work quickly challenged that assumption, revealing empathy as the foundation for designing a system that empowered customers to take back control of their financial lives.

Challenge

Modernise a US financial institution's product strategy to support and empower customers on their journey to rebuild their credit, their confidence and their lives.

Scope

Drive the product vision and strategy for cross platform native apps. Transition the organisation to agile through the execution of the product strategy.

Role

Product & Strategy Design Lead, responsible for creative direction and delivery, leading design team, partnering with product & engineering. Supporting organisational shift to Agile delivery.

Outcome

Established Agile ways of working, oriented around customer outcomes. Brand transformation with 4.8 star rated mobile solutions over 800,000+ reviews. Multi-year partnership & account growth.

NDA protected

Background image depicting a representative family leveraging the service
Mobile device images of the financial services react native application.

Request access

DIGITAL TRANSFORMATION • PRODUCT STRATEGY • ORGANISATIONAL CHANGE

Providing a financial lifeline: rebuilding credit, confidence and lives

Poor credit is often framed as a behavioural problem. Our discovery work quickly challenged that assumption, revealing empathy as the foundation for designing a system that empowered customers to take back control of their financial lives.

Challenge

Modernise a US financial institution's product strategy to support and empower customers on their journey to rebuild their credit, their confidence and their lives.

Scope

Drive the product vision and strategy for cross platform native apps. Transition the organisation to agile through the execution of the product strategy.

Role

Product & Strategy Design Lead, responsible for creative direction and delivery, leading design team, partnering with product & engineering. Supporting organisational shift to Agile delivery.

Outcome

Established Agile ways of working, oriented around customer outcomes. Brand transformation with 4.8 star rated mobile solutions over 800,000+ reviews. Multi-year partnership & account growth.

NDA protected

Background image depicting a representative family leveraging the service
Mobile device images of the financial services react native application.

Request access

DIGITAL TRANSFORMATION • PRODUCT STRATEGY • ORGANISATIONAL CHANGE

Providing a financial lifeline: rebuilding credit, confidence and lives

Poor credit is often framed as a behavioural problem. Our discovery work quickly challenged that assumption, revealing empathy as the foundation for designing a system that empowered customers to take back control of their financial lives.

Challenge

Modernise a US financial institution's product strategy to support and empower customers on their journey to rebuild their credit, their confidence and their lives.

Scope

Drive the product vision and strategy for cross platform native apps. Transition the organisation to agile through the execution of the product strategy.

Role

Product & Strategy Design Lead, responsible for creative direction and delivery, leading design team, partnering with product & engineering. Supporting organisational shift to Agile delivery.

Outcome

Established Agile ways of working, oriented around customer outcomes. Brand transformation with 4.8 star rated mobile solutions over 800,000+ reviews. Multi-year partnership & account growth.

NDA protected

Background image depicting a representative family leveraging the service
Mobile device images of the financial services react native application.

Request access

Selected additional work

Health & Sport • UK

Health & Performance 360

Product Design Lead for a Gold Award-winning performance-monitoring app for elite athletes. Personally recognised in the London Design Awards 2020 Digital Health Category.

Product Design • Brand •  Native iOS

Retail • UK

Morrisons Supermarkets

Product Design Lead for Morrisons in-store Android app, discovery to production within embedded cross-functional team at HQ. Digitising essential business work streams across logistics, stock management and wastage. Rolled out to all 419 stores as part of the automated ordering system initiative contributing to 30% reduction in shelf gaps and improved business performance.

Digital Transformation •  Product design •  Agile Delivery

Travel & Aviation • EMEA

Emirates Airlines

UX & UI Co-Lead for Emirates iPad app, designing the foundational infrastructure for subsequent iPhone and Android versions. Responsible for international strategy alignment across two continents/delivery teams.

Product design •  Delivery

Fashion • UK

Burberry

Design Lead for ‘Art of the Trench’: flagship iPad experience offering customers the ability to configure a signature Burberry trench coat; purchase via a native commerce checkout and share via a Facebook Connect global fan platform. Deployed to Burberry retail staff and consumers, bridging digital craft and physical retail.

Product Design • Brand •  Native iOS

Government • UK

Pathway Plan

Design lead on ambitious digital transformation initiative to reimagine how best to support children and young people under the councils care to prepare for independence – spanning pathway planning, life skills development, two-way engagement and a signs-of-safety framework, alongside modernising operations for social workers and personal advisors.

Product design •  PWA

Healthcare • US

Alignment Health

Design lead on the Alignment Health Reactive Native customer app — a US based health coverage provider offering enhanced benefits for customers to improve member outcomes serving over 275,000 members across 45 markets. Sensitive to patients needs, built to be trusted.

Product Design • React Native