The process

I start with the problem, then shape the approach around the people, constraints, and systems involved. Product design is at the centre of my work, supported by service design, accessibility, and frontend implementation.

How I approach the work

These stages provide structure, not a fixed sequence. I revisit decisions as research, testing, and implementation reveal more.

  1. Step 1

    Frame the Problem

    I clarify the user problem, business goals, requirements, and constraints with product and engineering partners. Reviewing the current experience and available evidence helps separate what we know from assumptions that need investigation.

    Key activities: Problem framing, current-state review, requirements, success measures.

  2. Step 2

    Understand Users & Workflows

    I investigate how people complete tasks and where roles, permissions, or business rules create friction. Research and journey mapping help identify the workflows and exceptions the product needs to support.

    Key activities: User research, journey mapping, task flows, prioritised opportunities.

  3. Step 3

    Structure the Experience

    I explore ways to organise information and support key tasks through sketches and wireframes. With engineering input, I work through navigation, forms, interactions, and the states beyond the happy path.

    Key activities: Information architecture, wireframes, interaction flows, state definitions.

  4. Step 4

    Prototype & Validate

    I build prototypes at the fidelity needed to investigate specific questions and test realistic tasks with representative users. Findings guide revisions to flows, content, and interactions before the team commits to detail.

    Key activities: Prototyping, usability testing, design revisions, decision records.

  5. Step 5

    Design & Deliver

    I resolve visual hierarchy, responsive behaviour, and component states using the design system where appropriate. Accessibility specifications, engineering collaboration, and Design QA help carry the design intent into implementation.

    Key activities: UI design, component variants, accessibility annotations, Design QA.

  6. Step 6

    Measure & Iterate

    I review available product data, support feedback, and follow-up research against the original goals. I work with the team to distinguish usability issues from operational or technical problems and prioritise improvements.

    Key activities: Outcome review, user feedback, iteration planning, updated patterns.