Tag Research

Benchmarking AI usability

I’ve been working on something fun that I want to share with the design community. A ‘quick and dirty’ usability score for AI I’m calling the AI Experience Score (AES)—not to be confused with the Advanced Encryption Standard, the name…

On synthetic users

Can we talk about synthetic users? We, experience designers (or researchers; HCD is a big umbrella), all know they’re a bad idea… but why? And how do we convince our business colleagues without sounding like the whole field is in…

Knowledge management in the era of AI

I’ve been thinking about this over the weekend. We spent the last two years feverishly trying out approaches to make research analysis easier for ourselves. First we tried simply dropping in all our interview transcripts into the chat and let…

Design? Research? Problem solving.

About 10 years ago I went on IDEO’s human-centred design course. It was free, it was easy to grasp, and it gave us the tools we needed to design great products. It’s still around, you can check it out here.…

A discovery in healthcare

We worked with the UK Health Security Agency to identify opportunities to improve the Measles Surveillance Pathway. Navigating internal politics and ethical considerations, I led a team to plan and conduct a Discovery. We identified £800k in estimated efficiency savings…

Marine Licensing Discovery

Situation A government department’s ambition was to transform its marine licensing service. The complexity of the process, ministerial oversight, and several failed attempts in previous years made this a challenging environment that required careful stakeholder management and ambiguity around recruitment.…

Central Government Alpha

Situation The client was amidst a complex digital transformation programme. The ambition was to digitise and modernise by automating manual processes, creating robust data processing capabilities, and re-designing their end-to-end service. My responsibilities included supporting the client’s head of research…