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Summary
My experience is mainly in the public sector: a local authority, the Scottish Government and the Central Government (Ministry of Justice, the Department for Education and DWP Digital).
My projects covered all stages (Discovery, Alpha, Beta and live). I worked in various roles: from frontend developer to interaction design and now service design. On some projects, I worked on the content or user research too.
I have experience of the service standards assessments at every stage, some on the GOV.UK one and others on the Scottish version of it: the Digital Scotland Service Standard (DSSS).
I've used the GOV.UK Design system and its prototype kit which I customised while working in a local authority.
For all projects, I try to be as inclusive as possible and design with accessibility in mind right from the start.
Work
DWP Digital: Senior service designer - Contract
October 2023 - current | Remote
dxw: Senior service designer
February 2023 - July 2023 | Remote
Work in a multidisciplinary team for the Department for Education to create products and services that meet the needs of the different people who will use and be affected by them, and help clients achieve their intended outcomes.
Frame the problem, support research, design and facilitate workshops, create outputs to move projects forward.
Use a range of approaches to create and communicate clear and compelling recommendations, making sure they reach and influence the right people.
Scottish Government: Senior service designer
August 2022 - January 2023 | Glasgow
Lead the design and implementation of services, strategies, and policies to ensure business requirements and user needs are being met.
Champion design for users who require assisted digital support and / or accessibility technologies to access a service.
Contribute to the Digital Data and Technology (DDaT) community events, and review processes, tools and guidance.
Sopra Steria: Senior service designer
July 2021 - July 2022 | Remote
Lead the Service Design on Scottish Government projects.
Improve the Service Design discipline, shape the tools and approaches used.
Mentor colleagues, create resources around accessibility and inclusion.
Contribute to the creation of case studies, tender responses and client proposals.
Scottish Enterprise: Service designer
May 2019 - July 2021 | Glasgow
Create user-focused digital projects by analysing data and conducting research sessions to identify key service needs.
Produce service blueprints, personas and user journeys for the design of end-to-end services.
Make sure that the end to end journey is accessible and look at offline alternatives
East Renfrewshire Council: Digital customer experience project officer
September 2018 - February 2019 | Barrhead
Raise awareness of Accessibility issues and how to solve them.
Advocate Design Principles and GOV.UK ways of working across all digital processes.
Introduce the GOV.UK prototype kit to create and code High Fidelity prototypes with Council branding.
Facilitate and organise user testing with all types of participants including people who didn't have English as their first language.
Work with IT to ensure cross browsers / devices compatibility and progressive enhancement.
Ministry of Justice (Criminal Injuries Compensation Authority): Software Developer - UX Design
June 2016 - September 2018 | Glasgow
Assist the design, coding, and testing of technical solutions, while following the Government Digital Service guidelines.
Create high-fidelity prototype used for usability testing.
Design the guidance for the Customer Support staff, to contribute towards their training and up skilling.
Use Agile and Scrum framework.
Pole to Win International: French speaking technical support representative
October 2014 - September 2015 | Glasgow
Support via phone and email in both English and French for customer seeking technical assistance for PC, mobiles and consoles video games. Carry out research to troubleshoot customer's technical problems. Train new colleagues. Keep the internal wiki up to date with the troubleshooting steps and templates used for customers.
Pole to Win International: French localisation games tester
July - September 2014 | Glasgow
Quality control of the translation of video games, ad hoc translation and ensuring manufacturer's guidelines are adhered to.
Outside of work
Public speaking
Inclusion: going beyond accessibility and digital capability
UX Scotland June 2023, SDinGOV September 2023 and SDinGOV March 2024
Avoiding misconceptions on your accessibility learning journey
UCD Gathering June 2022 and at UX Scotland June 2023
Digital inclusion in the workplace
Talk for the Fife Council November 2022
Accessibility: what you need to know as a designer
Talk for UX Glasgow September 2021
Reimagining pathways into design
Workshop at the UCD Gathering November 2021
Invisible disabilities
Lightning talk at the Accessibility Scotland conference September 2019
Co-organiser of UX Glasgow
Jan 2019 | UX Glasgow
One of the five organisers of the UX Glasgow an informal, co-operative monthly meet-up. We welcome everyone who cares about user experience.
Volunteering for Code Your Future
May 2020 - Avril 2022 | Code Your Future - Glasgow group
Code Your Future is a non-profit organisation supporting refugees and disadvantaged individuals with the dream of becoming developers.
I helped with some of the classes (HTML, CSS, JS but also UX, Accessibility and other soft skills)
Practitioner Stories
Jun 2020 - Dec 2021 | A self-initiated research project exploring service design practice
Working with 3 service designers. We collected stories of Service Design in the public and third sector in Scotland. We interviewed and discussed with 15 practitioners about how to better support, grow and build the service design community in Scotland.
You can learn more about this on our website.
Creating a tool to improve digital skills
Feb 2020 - Oct 2020 | As a volunteer for East Renfrewshire Council
Prototyping existing forms from the GOV.UK and the council to use as support for classes organised by the council for refugees and other members of the community with low digital skills to learn and become more confident.
Education
Interaction Design Foundation
May 2017 - August 2020 | Online
Over 15 courses completed including one about accessibility
BSc in Computing and IT
October 2012 - December 2016 | The Open University
Fundamentals of Interaction Design, Software engineering
Master in Cognitive Sciences
September 1993 | Université Paris Sud (Paris XI) - France
AI - Psychology - Linguistic - Biology