The journey is unclear
Users are dropping away, struggling to complete tasks, or needing more effort than they should.
About
Senior UX consultant helping teams improve complex digital products and services through user research, UX strategy, information architecture, service design, accessibility, and conversion-focused product thinking.
WHO I HELP
I help teams untangle complex digital products and services.
I work with organisations that know something is not working properly, but need experienced outside support to figure out where the real problem starts.
That might be a confusing journey, poor conversion, weak accessibility, messy information architecture, or a product that has grown more complicated than the team can comfortably manage.
Most of the time, the issue is not a lack of effort. It is a lack of clarity, structure, and focus.
WHAT PEOPLE BRING ME IN FOR
Usually it’s because something important feels harder than it should.
The structure has become messy
Content, navigation, or product structure has grown in a way that now creates friction.
The team needs clarity
There are too many opinions, not enough evidence, and no shared view of what the real problem is.
Progress has slowed down
The work is moving, but not in a way that is clearly improving the product or service.
Clearer products. Better journeys. Stronger decisions.
EXPERIENCE
Twenty years of improving products that became harder to use than they needed to be.
Over the last two decades I’ve worked across banking, government, telecoms, gaming, travel, healthcare, ecommerce, and large service organisations.
The sectors change. The patterns usually do not.
Complex systems, unclear journeys, teams under pressure, and digital products that made sense internally but were much harder for users than they should have been.
WHAT I DO
I’m a senior UX consultant helping teams make digital products work better.
My work spans user research, UX strategy, information architecture, service design, conversion optimisation, accessibility, and product design support.
Sometimes I’m brought in to diagnose what is going wrong. Sometimes it is about reshaping journeys, simplifying structure, improving performance, or helping a team make better product decisions.
The exact mix depends on the problem, but the goal is usually the same: make the product easier to understand, easier to use, and easier to improve.
WHAT I HELP WITH
The work changes. The goal usually doesn’t.
User research
Understanding behaviour, identifying pain points, and replacing assumptions with evidence.
UX strategy
Clarifying priorities, shaping direction, and aligning teams around what matters most.
Information architecture
Making products and services easier to navigate, understand, and manage.
Service design
Looking beyond screens to improve the structure behind the experience as well.
Accessibility and usability
Removing avoidable friction and helping more people use the product properly.
Conversion and performance
Improving the parts of the journey that affect completion, confidence, and outcomes.
HOW I WORK
I start by understanding the problem properly, not by jumping straight to output.
That means understanding the users, the product, the constraints, the team, and where friction is actually being created.
Once that is clear, the work becomes much simpler. We can prioritise properly, remove unnecessary complexity, and focus on the changes that will genuinely improve the product.
I’m not especially interested in adding process for its own sake. I’m interested in helping teams see clearly, decide well, and move with more confidence.
WAYS OF WORKING
The format depends on the problem and the team around it.
Project-based consulting
A defined piece of work focused on a product, journey, service, or problem area that needs resolving.
Embedded senior support
Hands-on UX input inside an existing team where experience is needed without making a permanent hire.
Strategic partner input
Ongoing support for teams that need clearer product thinking, stronger direction, and an external perspective.