Service Designer, Local Government
​As a Service Designer working within local government, I have been leading design initiatives to improve public-facing digital services, with a particular focus on enhancing the user experience of a council website.
Due to the sensitive nature of my work, I am unable to share specific project details, but I can share an overview of my contributions and approach. My role has involved end-to-end service design activities, from initial discovery through to prototyping and presenting recommendations to senior leadership. ​
Discovery and Research
​​I have worked on several projects conducting in-depth discovery to understand the existing
('as-is') customer journey across key parts of the council’s website. This has involved gathering insights through user research, including customer surveys (via Microsoft Forms), usability studies, and stakeholder interviews. I have also created process maps of existing services, and collected and analysed both qualitative and quantitative data to inform design decisions.
​Benchmarking & Analysis
​I have carried out competitive benchmarking to evaluate similar services and identify best practice opportunities. Analysing feedback and service data to shape recommendations for service improvement.
​Design, Prototyping and Testing
I have prototyped new service journeys and redesign concepts using the GDS Design System to ensure accessibility and consistency with government digital standards. I have also designed dashboards to measure KPIs and track service performance post-implementation.
​Stakeholder Engagement & Communication
I have prepared clear, actionable recommendations and presented research findings to senior stakeholders, including the council’s executive committee. I have also created project briefs and plans to align stakeholders and ensure smooth project progression.
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Continuous Improvement
I have incorporated user feedback into iterative design improvements, maintaining a strong focus on understanding technical and policy constraints, and ensuring alignment with the council's strategic goals. Throughout this work, I have maintained a clear focus on improving public services while respecting the constraints of a secure and sensitive environment. My approach prioritises accessibility, data-driven decision making, and collaboration across multidisciplinary teams to deliver services that meet user needs effectively.
Service Design in Practice Accredited Course
I am currently enrolled on the Service Design in Practice accredited course, an intensive eight-month programme designed to deepen my expertise in applying service design principles to real-world projects. The course offers a comprehensive blend of theory and hands-on practice, covering the full design process from research and insight gathering to prototyping and delivery. Through this training, I am enhancing my ability to design user-centred services, develop actionable insights, and confidently apply service design methods in complex environments. The course completion of the course leads to the opportunity to become an SDN Accredited Service Design Practitioner.