What Users Need
USER RESEARCH
Understanding user needs in complex environments.
Using research, behavioural insight and usability testing to uncover real needs, reduce uncertainty and shape services that work for people in the real world.
Turning complexity into clarity
Research is most valuable when it helps organisations reduce uncertainty, understand operational reality and make confident decisions.
I work across complex services where user needs, operational processes and governance requirements often overlap, using evidence to improve usability, reduce risk and support measurable change.
People first
I focus on real people and their lived experiences.
Evidence led
Decisions grounded in robust research, not assumptions.
Context aware
I consider the full system, not just the user in isolation.
Actionable insight
Insight that informs strategy and drives meaningful change.
SELECTED WORK
Solving complex problems.
Delivering meaningful outcomes.
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Reducing hidden cost and complexity
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Improving sign-in journeys at national scale
MORE CASE STUDIES >
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Secure onboarding across defence
Research methods
Different services require different research approaches.
I combine qualitative insight, quantitative evidence and collaborative analysis to help teams make confident decisions.
Evaluative research
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Usability testing
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A/B testing
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Service testing
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Prototype evaluation
Behavioural insight
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Journey mapping
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Behaviour mapping
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Pain point analysis
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Opportunity mapping
Quantitative insight
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Surveys
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Analytics review
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Benchmarking
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Data analysis
Synthesis & framing
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Thematic analysis
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INsights workshops
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Problem framing
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Design implications
Great services start
with understanding
I help teams uncover the right insight,
at the right time, to build products or services people can rely on.​
Clear insight
Evidence backed
findings that highlight
what matters most
User needs​
A deep understanding
of needs, motivations and pain points
Opportunities
Validation that align user needs with
business goals
Recomendations
Practical, prioritised recommedations to guide decisions.