Services

Deep dive research to help you understand what’s currently going on and identify opportunities before you invest in solutions. There’s no one-size-fits-all discovery, and I’ll work with you to tailor it to your needs, but this phase could include:

• Stakeholder interviews and workshops with senior leaders and frontline teams

• User research and testing

• Current-state process mapping and user journey mapping

• Requirements elicitation

• Data analysis

• Gap analysis and opportunity identification

• Service and website reviews

• Strategic recommendations report with clear next steps

• Costed roadmap for implementation

Time commitment: 4-12 weeks

Best for: Organisations facing challenges and unclear about root causes, or needing evidence to inform strategy and investment decisions.

Redesign how your services work end-to-end, from user journeys to internal processes to digital touchpoints. This could be project-based or ongoing, and may include:

• User journey mapping across digital and offline channels

• Service blueprints showing how services work behind the scenes

• Sitemaps and UX improvements

• Service and website reviews

• User testing

• Training for internal teams on user-centered principles and digital best practice

Time commitment: Project-based or ongoing

Best for: Organisations with confusing user experiences, unclear service journeys, or struggling to deliver joined-up services across channels.

Support for long-term transformation programmes, from strategy through to implementation. This would usually follow a discovery phase and could include:

• Transformation strategy and roadmap

• Stakeholder engagement

• Process redesign and optimisation

• Technology and implementation planning

• Capability building through training and mentorship

• Documentation and frameworks for sustained improvement

Time commitment: 6-12 months

Best for: Organisations modernising legacy operations and technology, or building digital maturity across teams.

I can step into senior roles temporarily to lead transformation and digital projects, establish discovery practices, or provide strategic direction during periods of change.

Roles I take:

• Interim Head of Digital / Chief Digital Officer / Director of Digital

• Interim Service Design Lead

• Strategic Digital Advisor

Time commitment: 6-18 months

Best for: Organisations needing senior digital leadership during transformation, building new capabilities, or covering gaps while recruiting permanent hires.

I can provide governance and strategic oversight on digital transformation and maturity, technology adoption, AI integration, and digital risk.

What I bring:

• 18+ years digital transformation experience across sectors

• Current board experience as a Digital Trustee

• Strategic thinking on AI, emerging technology, and digital risk

• Understanding of both commercial and mission-driven contexts

Time commitment: Ongoing

Best for: Boards needing digital expertise for transformation decisions, technology investments, or emerging tech strategy.