See what matters. Shape what could be. Decide what comes next.
Most organisations don't need more ideas.
They need a clearer understanding of how the organisation really works.
Drawing on the principles of user-centred and service design, I help leaders make operational reality visible, build shared understanding and focus effort where it will create the greatest impact.
See what matters
Make operational reality visible by bringing together user needs, operational realities and organisational priorities to create a shared understanding of how services really work.
Shape what could be
Build shared understanding that aligns leaders around opportunities with the greatest potential to improve services and organisational performance.
Decide what comes next
Focus effort where it matters most by turning shared understanding into evidence-based priorities and deliverable change.
University of Exeter Creating clarity across complex services
Wealthify Enabling a customer-centric investment that builds growth
Christopher Ward Strategic digital transformation for premium global brand
Met Office Laying the foundations for a service-led data delivery
Working on today
Putting the approach into practice
Supporting a Russell Group university to make its services visible end-to-end, uncover where fragmentation is holding performance back and identify where focused, evidence-led change will have the greatest impact.
What my clients say...
"The ambitions we have for Christopher Ward requires us, as the world’s leading online-only premium watch brand, to deliver a world-class brand and shopping experience for our customers. Our new site is a huge step towards the achievement of those ambitions."
"I worked with Alan to research, design and test the user experience for our new online investment service. His insight and expertise were invaluable; he quickly built credibility with our senior team, and was highly skilled at unearthing key issues in user testing."
"Alan transformed our Quote & Buy experience and delivered higher conversion by understanding our customers and where to focus additional effort to maximum benefit."
"The ambitions we have for Christopher Ward requires us, as the world’s leading online-only premium watch brand, to deliver a world-class brand and shopping experience for our customers. Our new site is a huge step towards the achievement of those ambitions."
"I worked with Alan to research, design and test the user experience for our new online investment service. His insight and expertise were invaluable; he quickly built credibility with our senior team, and was highly skilled at unearthing key issues in user testing."