Helping organisations improve services through user research, strategy and service design.
Hi, I'm Mia. Complex services, fragmented journeys that grew without a plan, teams guessing at what customers need — that's usually why organisations work with me.
Over 15 years, I've led work serving millions of users across public and private sectors. Prison services. National statistics. Financial services. Healthcare. The kind of work where you need to understand how the whole system functions (or doesn't).
Services
Strategy & Organisational Alignment
When teams have competing priorities and stakeholders have different views of success, decisions stall. I help leadership teams create strategy that's clear enough to prioritise and specific enough to make faster decisions.
Service Design
Most broken services aren't broken because someone designed them poorly. They're broken because they grew organically across multiple teams, systems, and priorities—and no one's ever mapped how it all fits together. I specialise in untangling complex services.
User and Customer Research
Research that changes decisions, not just fills decks. I lead studies that reveal what's actually happening in your service—the gaps between what you think users need and what they actually struggle with—giving you clarity on where to focus.
Capability Building & Training
Good work shouldn't require heroes. When teams struggle despite having capable people, the issue is usually structural—user-centred practices haven't been embedded into how the organisation operates. I help teams build capability that becomes repeatable: workshops that solve real problems, mentoring that builds confidence, changes that make good design standard practice.
Beyond consulting
Field Coaching→
I work with leaders and teams navigating transitions—new roles, strategic shifts, organisational change. Particularly those operating inside the kind of complex systems I write about.
Writing→
I write about why knowing what to do is never the hardest part—and what actually stops smart people and well-designed systems from changing. Published on Substack.