Services
I work alongside leadership teams on Service Design, User Research, and developing the internal capabilities in those areas.
User Research
Well-targeted user research can significantly reduce the risk of costly mistakes, whether you are creating a new product or service, or improving an existing one. When you understand your users, your products and services fit them well. As Peter Drucker once said, "They sell themselves."
I can help with:
- Designing, moderating, and reporting on various types of user research.
- Turning research findings into easy-to-digest visuals and stories that inspire action.
I'm pragmatic in my approach and committed to translating research into actionable recommendations—whether to shape existing roadmaps or to guide the development of new products and services.
Research participant evaluating new service concepts
UX Strategy & Organisational Alignment
Set a clear direction for your services and products, and make sure your leadership team and organisation genuinely understand what that means in practice. Aligned strategy means faster decisions, better prioritisation, and teams that work toward the same goals.
I can help with:
- Defining user-centred strategy that aligns your organisation around user needs.
- Creating alignment across teams so everyone understands what success looks like.
- Building strategic frameworks for product and service decisions.
“ Mia’s contribution to the creation of our service and product designs was consistently of high quality. She helped transform the approach and ways of working within a complex organisational context and took a facilitator leadership role that brought teams across different business areas together to problem-solve and agree on direction. Her proactive way of identifying what needed doing, and highlighting risks and issues, was invaluable to successful delivery.”
— C. Foster, Senior Business Owner, Office for National Statistics, UK
Service Design
Most of us rely on a multitude of services every day, from subscription services like Netflix to government services, such as renewing a passport. Many of these services are incredibly complex behind the scenes. To deliver them successfully, multiple departments and teams need to work well together. With changing policy and regulation, different business owners, numerous checks, and often third-party providers in the mix, the complexity increases.
However, services don't need to be complex for the people who use them. Services can—and should—be easy to find and use. That's where service design comes in.
I focus on the Discovery phase and end-to-end service evaluation. I can help with:
- Service discovery to inform and guide the design of new services making them viable, accessible, and easy to use.
- Designing and evaluating new service concepts
- Evaluating existing services, including mapping complex services and journeys.
- GDS Service Standard.
Presenting a service map at a service design meet-up in London
Capability Building & Training
Bring lasting change by building your team's confidence and capability. I work alongside your leaders and teams to help embed user-centred practices and ways of working that become repeatable and resilient.
I can help with:
- Facilitating workshops and team sessions — I've facilitated over 250 workshops on a variety of topics, both online and in person.
- Mentoring teams and individuals in user-centred design and research methods.
- Embedding user-centred practices across your organisation.
- Organisational development and design
Facilitating a workshop at the Government Digital Service (GDS) in London