DIGITAL SERVICES · USER NEEDS · COMMUNICATION
Making complex digital services clearer for people.
I work with people using complex digital services — understanding what gets in their way and helping make information and processes easier to understand.
Currently: Companies House · Digital public services · Cardiff, UK
Selected work
COMPANIES HOUSE · DIGITAL PUBLIC SERVICE
Helping users navigate digital identity verification
Supporting people using GOV.UK One Login and Companies House services, identifying recurring points of confusion and contributing to clearer guidance and shared support resources.
Customer support · User needs · Digital services · Guidance
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OXFORD UNIVERSITY PRESS · EDUCATION TECHNOLOGY
Turning teacher feedback into product improvements
Using school visits, product demonstrations, training and feedback to surface recurring usability barriers in Oxford iSolution and translate them into actionable product recommendations.
User needs · Product feedback · Training · Stakeholder collaboration
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INDEPENDENT UX PROJECT
Designing a simpler way to find parking
Exploring how drivers find suitable parking, from user research and journey mapping through interaction design, prototyping and usability testing.
User research · Interaction design · Prototyping · Usability testing
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What I bring
My experience spans customer-facing digital services, education technology and publishing. Across these roles, the common thread has been understanding problems, explaining complex information clearly and using feedback to improve how people are supported.
Understand
I listen carefully to what people are trying to do, identify recurring problems and look beyond the immediate question to understand what is causing difficulty.
Explain
I adapt explanations for different audiences and levels of confidence, turning complicated information and processes into practical next steps.
Improve
I look for patterns in feedback and recurring issues, then contribute practical ideas, guidance and resources that can make the experience clearer.
about
From publishing and education technology to digital public services.
Much of my work has involved helping people understand something unfamiliar — whether that was an educational product, a digital service or a process they needed to complete.
At Oxford University Press, I worked closely with teachers using educational products, delivering presentations and training while gathering feedback on their experience. I communicated recurring issues and user feedback to colleagues involved in the products.
I now work at Companies House, supporting people using identity verification and online filing services. The role has strengthened my experience of helping people navigate digital processes, recognising recurring areas of confusion and contributing to shared guidance and support resources.
Companies House
Operational Officer — Identity Verification Customer Support
Oxford University Press
Account Executive → Senior Account Executive → Account Manager
Earlier experience
Editorial and publishing
Let’s make complex things clearer.
I’m interested in opportunities where I can use my experience in digital services, communication and understanding user needs to help make complex information and processes clearer.