About

Author of Good Services, a book about how to design services that work.

Director of Housing and Land transformation for the UK Government, based at Homes England.

Former Design Director of the UK Government, and founder of service design in the UK Government

Voted one of the UK’s top 50 creative leaders by creative review and one of world’s 100 most influential people in digital government by Apolitical.

I regularly talk at conferences. If you’d like me to talk at your event, get in touch

 

Some of the things I’ve done

I believe that everyone in a leadership role should have a portfolio of the things they’ve actually delivered. You can find mine here, but here are some highlights

Wrote a book about what makes good service and how to design one

Founded the discipline of service design in government
In 2014 founded a £5m programme of work at the Government Digital Service to transform public services in the UK and establish the discipline of service design in Government. You can see some of the things I delivered here.

Changed the face of (some) public utility services
Before that I worked as a consultant in the public utility sector, helping big-pre internet recently privatized utilities create services that made sense in the 21st century. You can see some of the work I did here

Occasionally I make stuff as a way of thinking about ideas. You can take a look at some of those things here

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Good Services