Through Design and Customer Experience I’m fortunate enough to help organisations such as power companies, airports, universities, hospitals, councils, banks, telco’s and insurers to help them innovate and improve their products and services. Most importantly, through Design I meet people like B____ in the previous photo, who have the courage to share their very personal story. These meetings, remind me of the gap between the Services organisations offer and the real underlying emotionl and social needs we have as humans. Despite being 50+ years in the making, organisations are only beginning to learn how to adopt design practice and change their processes, thinking, tools and culture. Its a very exciting time to be part of the growing global momentum to build better services that are more valuable to people and provide more sustainable value to organisations.
The other side of my innately human curiosity is that I’m very lucky to get to help teams and individuals explore new ways of thinking, of being empathetic, reframing problems and creating more valuable solutions. The lasting impact that has on the people in an organisations is another reason why I’m hugely passionate about leading customer led change through Design and Customer Experience.
