An extension of service design and strategic thinking, where we examine the end-to-end service, exploring various touchpoints and identifying key actors involved. Through shadowing sessions and one-on-one interviews, we gain insights into the user experience. At the conclusion of this process, we develop a service blueprint, map out pain points and prioritize items for solutioning and digitization, setting the stage for effective transformation initiatives.

I've spearheaded the formation of design teams, overseeing candidate screening, training, mentorship, and goal-setting. Excelling in managing team growth, I prioritize unity while balancing speed and quality. I thrive in multi-disciplinary environments, collaborating with designers, BE and FE devs, BA, and scrum masters. Additionally, I work closely with product and engineering leads, ensuring clear communication and influencing a large, dynamic team.

Proficient in industry-leading design tools including Figma & Adobe suite. Expertise in layering, auto layout, variables, and maintenance of design systems enables me to develop organized and clean interfaces. Additionally, I derive satisfaction from swiftly generating wireframes, snippets for pitches, iterations, and clickable prototypes tailored for A/B testing purposes.

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Strong grasp of user research methodologies and I am skilled at moderating sessions. I believe that my friendly and approachable demeanour creates an environment where users feel comfortable sharing their experiences. My experience includes conducting card sorting, formative, and summative tests, both in-person and remotely.