Work history

Increased Self Assessment payment task completion by 12% and cut onboarding friction by 25%, validated through moderated and unmoderated usability testing and A/B tests

Influenced roadmap decisions across the payments, onboarding and security journeys

Own research end-to-end across multiple workstreams: scoping, mixed-methods design (interviews, usability testing, surveys, behavioural analytics and service analysis), analysis and stakeholder presentation

Line manage and mentor junior researchers, reviewing their work and building their skills

Lead customer insight and workflow analysis for the app's AI digital assistant work

Rebuilt trust with sceptical users: 70% of officers came to prefer the new system over the old

Secured additional project funding and time on the strength of the research

Reduced operational and security risks across 25 identified cases

Defined the research strategy from a standing start, aligning stakeholders and the delivery team around a shared service vision

Ran the fieldwork end-to-end: ethnographic visits to forces around the country, diary studies, co-design workshops and 1:1 interviews

Led stakeholder interviews and qualitative research across multiple departments, synthesising findings into themes and recommendations

Presented findings to senior government stakeholders and cross-department leadership groups

Mentored junior researchers and helped build the internal research practice

Reduced reporting errors by 20% by surfacing the manual workarounds and error-prone steps hidden in the existing process

Created a common service vocabulary and end-to-end service maps that widened the project from a technology migration into a service redesign

Designed research protocols around confidentiality and psychological safety, surfacing previously unreported service issues

Designed and led qualitative and quantitative research across distributed, international stakeholder groups

Produced findings that fed directly into service improvements and patient-centred decisions

Planned and ran interviews, workshops and feedback activities across sensitive healthcare environments, designing every session around the duty of care owed to vulnerable participants