2020-2025
Selected Work
Two decades of work across aviation, banking, investment, healthcare, commerce, and AI. Different industries, the same problem: making something complex feel clear enough to trust.
Orchestrating Complexity Across a Global Airline
Led product design for British Airways' booking experience and reusable design foundations within the Nexus programme.
Impact: A redesigned booking experience and reusable design foundations for the Nexus programme.
Everyday Banking People Could Trust
Led journey and interaction design on Banco de Fomento Angola's new mobile banking app, turning complex financial services into an experience customers could trust and navigate with confidence.
Impact: A trusted set of banking journeys, now live and promoted by the bank
Customer Experience as an Operating Model
Established the Customer Experience operating model for adidas Global Business Services: a listening program, measurement framework, governed improvement, and the operational products that run it across global hubs.
Impact: A working CX capability, from Voice of the Partner to governed improvement and daily operations
Confidence in Alternative Investments
Led product design on TitanBay's private-market platform, turning the complexity of alternative investments into an experience wealth managers and their clients could navigate with confidence.
Impact: A private-market investment experience and white-label design system for wealth managers and their clients.
Clarity for AI Regulation in Healthcare
Led product design on the NHS Digital Regulations Service, making one of the UK's most complex regulatory landscapes navigable for developers and adopters of AI in health and social care.
Impact: A clearer, standards-based path through NICE, MHRA, HRA, and CQC requirements
Designing for the Human Side of Industry 4.0
Design research and wearable-interaction experiments exploring how emerging technology could understand and support workers' physical and mental experience on the factory floor.
Impact: Field-tested wearable self-report concepts and published design-research contributions