Ambient Design
I map and orchestrate end-to-end service ecosystems that align user needs, business goals, and operational realities. From journey frameworks to blueprinting and governance models, I help organizations create cohesive, human-centered services that work seamlessly across digital and real-world experiences — with clarity, consistency, and impact.
UX design leadership for BBC’s YouView IPTV platform, across the full design lifecycle and collaborating with multiple partners — defining content structure, interface navigation, and brand tone, while integrating tech and user testing to deliver a seamless, innovative experience
Comprehensive service design and experience strategy for Danone’s Thousand Day Journey, mapping parenthood’s emotional and practical touchpoints across channels — uncovering unmet needs, content gaps, and opportunities to innovate products, services, and marketing for new parents
Exploring the future of digital banking through deep customer and business insights - inspiring new ways to interact with users through emerging tech, ambient brand expression, and immersive experiences, as well as futuristic ATM interfaces
Blueprinting service design for patients' oncology journey, illuminating deeply emotional touchpoints through research and data — mapping the patient-doctor experience to identify critical moments for support, clearer communication, and more compassionate care from diagnosis through treatment
Future-focused service design for BNP Paribas, creating a customer experience map for the mortgage journey — blending current and future states to inform workshops and generate innovative digital solutions aimed at improving the end-to-end user experience
