From Product Mindset → Service Design Mindsets

I’ve led AI-first service design across government, enterprise, and start-ups.

Founded award-winning Experience Dynamics, a global UX and Service Design consultancy.

Design leader with 25+ years redesigning complex products and services across channels, touchpoints and organisations.

I specialise in inclusive service design and in helping teams identify root causes and implement impactful interventions. I’ve led service design in enterprise, gov and startups end-to-end from problem framing to service blueprints and operational and org change.

I mentor at UX Inner Circle for brands like Google, Harvard, Accenture, Dell, Mercedes-Benz, Zappos, Netflix and FedEx.

BIG IDEA IN THIS LESSON:

A customer may complete a digital form but wait weeks for approval. A patient may use an excellent healthcare po