Case studies

Research programmes I've led across complex, regulated public services, and what each one changed.

HMRC App: leading research across payments, onboarding & AI

Leading mixed-methods research for one of the UK's largest public service apps: a 12% lift in Self Assessment payment completion, 25% less onboarding friction, and roadmap influence across high-priority journeys.

Co-designUsability & A/B testingJourney mapping

Ministry of Justice: redesigning the national police reporting system

Owned research for a high-risk national platform serving 45+ police forces: winning over a sceptical delivery team and distrustful users, securing additional funding, and earning a promotion to Senior.

EthnographyDiary studiesCo-design

Department for Business and Trade: improving export data reporting

Led user-centred discovery and service design for a platform migration relied on by ministers, cutting reporting errors by 20% and widening the project from a technology migration into a service redesign.

Service mappingStakeholder workshopsWizard of Oz testing

NHS England: researching sensitive healthcare journeys

Led research with clinicians, patients and vulnerable groups across sensitive healthcare settings, including how patients access sensitive records in the NHS app.

InterviewsWorkshopsSensitive research