Customer Experience and Service Design Specialist from England

I create experiences
that make People Happy.

Happy People = Happy Client.

I stand in their shoes.

I work with organisations to transform what they currently do into what their Customers need them to do.
Together we can design sustainable solutions that respond to human and environmental needs;
both now and in the future.

Only when you understand what people really NEED (not want) can you get substantial uplifts in engagement.
From fundamental behavioural change to increased satisfaction, retention, sales or conversion.
All by actively listening, watching, empathising, analysing and then creating.
Plus a wee bit of passionate big thinking and inspirational creative collaboration.

Human insight & CX/UX design.

Over the last 20 plus years I've had the opportunity to work with great creative teams to develop transformative customer experiences (digital, real-world & in-store) that consistently increase conversions, satisfaction, sales etc. by considerable factors e.g. 20%, 30%, 40%, +100%. The process doesn't change much : discovery/research > design > iterate > develop > implement...and then back to the start!

My essential outlook

Active Listening - focus on them; they are the most important person in the room
Empathy - hold people in unconditional positive regard; validate them

My approach

Organisation focus = Purpose, Principles, Personality; Shared vision
Problem solving tools - 3 Horizons, active workshops
CX, UX methodologies and heuristics - Survey, Observation, Interview, Focus group. Iterative Co-development. Com-B behavioural
Design principles - Simple and clear on-message comms; keep engaged, nudge/behavioural shift, visual hierarchy

Teamwork, leading, teaching, training.

I lead multidisciplinary teams. I watch, listen and create workshops to understand Customers needs and the Client's business processes. I train Client staff. I have taught young people that have been excluded from standard education. I get much more from work when I work with others.
I engage with the Client at all levels of their organisation - operational to executive - to ensure key stakeholder buy-in and create ongoing creative team input throughout the entire project.
I work with private and public sector in the UK and internationally : HMRC, Local Gov clients - Social care, Health & Wellbeing, Digital First, Abundance Ethical Investment, Boots, Lloyds Bank, e-on, Mail Online, Toys R Us, Emma Bridgewater, Pyjom (Russian bank - a project involving Michael Wolff as Creative Director).

Design.

I have run creative agencies and am MA in Multimedia Design. I have created media across all channels Web, Mobile, Print, Brand & Identity, Animation, Photography, Illustration and Music.

Illustration, animation and WINE!

ApathyNow.co.uk - illustration, wine art, wine t-shirts, wine design, animation, characters, riesling t-shirt, syrah t-shirt, Viva Chicago