Responsibilities

Creating experiences for people, enabled by technology.

For over 28 years I have worked as a designer and director using Service Design and Design Research methodologies to help organisations deliver compelling, people centred services and products.

Guiding the creative vision, I help clients or project teams of service designers and UX designers to implement methodologies that unearth insights into customer needs and help understand the bigger picture to define the business opportunities.

I help drive projects forward swiftly to relevant digital touch-points that enable better ecosystems and platforms that deliver improved customer experiences and bottom line impact for global companies and start-ups.

“Chris brought invaluable expertise to our process and helped us make sure we really approached our work with the perspective of our residents firmly at the forefront. But, in addition to his professional expertise, he brings a real passion for what he does and an underlying commitment to the importance of public services in a digital age.”

— Sophie Ellis - Director of Customer Delivery at Royal Borough of Kensington and Chelsea

“Chris was more like a mentor than a boss. Working under his wing I refined a broad range of UX methods; conducting user interviews, running workshops, and co-designing solutions with both the user and business needs in mind.

Chris’s patience and willingness to help built my confidence made me motivated to do the best job I could.”

— Rachel Mintern, Service Designer, Prospect

Process

Using the Four D’s process as the basis to provide a lightweight framework for thinking about the focal points and transitions within a project to effectively practice continuous improvement, and to provide an integrated perspective on linkages between lean principals and agile development and identify the MVP.

Capabilities

Project responsibilities

Focus on unmet customer needs & deep understanding of their desires
Establish business metrics and goals
Evaluate market drivers and trends
Define technology possibilities
Measure and evaluate the entire service performance
Translate pain points into opportunities to innovate and delight customers
Rapid prototype the experience vision
Prove & validate ideas and technology before launch. Test, iterate and test again
Validate investment. Prioritise ideas to make the most of limited time and resources i.e. Roadmap, Business case etc
Identify the Minimal Viable Product to help get to market quickly. Measure and evolve

Role responsibilities

Overseeing all deliverables for creative, research, strategy, interaction design, brand design, creative content and technology
Transforming strategic analysis into powerful concepts, meeting business, technology and brand needs
Maintaining quality and helping mentor the design team
Hiring, mentoring, supervising and guiding creative team members to fulfill their full potential
Leading new business activities to win new engagements and extend existing client relationships
Up-sell and cross sell new opportunities that build long term and profitable client relationships
Supporting Client Services in managing; planning, clients, partners and project managers
Delivering best in class project deliverables on time and on budget
Enhancing, improving, and expanding methodologies and service offerings
Educating the studio about the value of integrated design thinking as it applies to all disciplines
Managing, mentoring and developing team members and setting development objectives
Supporting the development of the studio’s culture and quality standards