My Day Job

From Blue Sky Thinking to Tangible Outputs

Client::
Department for
Work & Pensions (DWP)

Area:
Health & Disability

Role:
Senior Service Designer

When the Lead Service Designer in my area left the department, I was given the opportunity to create and run a series of co-design workshops with a range of national charities. This article details my approach to this task and the decisions and outcomes we reached as a group.

Untangling the Benefits System – Design by Analogy

Client:
Department for
Work & Pensions (DWP)

Area:
Shared Channels Experience

Role:
Senior Service Designer

People can arrive at GOV.UK having never interacted with the benefits system before, as such they can be unsure of how their own circumstances fit within the current system and more importantly, what support is potentially available to them. I looked to address this problem internally and externally by visualising the DWP benefits system as a London Tube Map.

Re-imagining the GDS ‘Good Practice Guides’

Client::
Department for
Work & Pensions (DWP)

Area:
Identity & Trust

Role:::
Senior Identity & Trust Specialist

In 2012 GDS published its series of Good Practice Guides (GPGs) for providers of identity assurance for government services. However, with GPG 45 alone weighing in at 33 pages (8972 words), I think it’s fair to say these are not the most accessible reads. Even by their own admission (via the Cabinet Office website) they recognise that “these guides are necessarily quite technical”.

Helping teams when they can’t see the wood for the trees

Client::
Department for
Work & Pensions (DWP)

Area:
Health & Disability

Role:
Senior Service Designer

Each year DWP supports over 2 million people with disabilities and health conditions. As part of this process, some citizens are required to have a functional health assessment with a qualified healthcare professional. The Health Assessment Service (HAS) was looking to transform this application/assessment process by focusing on 3 key areas.

Confirm Your Identity and the Dynamic Trust Hub

Client:
Department for
Work & Pensions (DWP)

Area:
Identity & Trust

Role:
Product Manager

The Confirm Your Identity (CYI) service helped Universal Credit (UC) claimants prove their identity online during the UC application process. It was an accelerated delivery during the government’s response to COVID-19 and was a key part of DWP’s Dynamic Trust Hub. To date it has formed part of over 6.9 million customer journeys.

ZOOscripts – Transcription & Translation

Client:
ZOO Digital

Area:
Film & TV

Role:
Product Manager

ZOOscripts ingests reference material for the film and TV industry to create a centralized script that flows downstream to all multi-language dubbing and subtitling workflows. Acting as a single source of truth, the script ensures consistency across multi-component, multi-language projects and eliminates process duplication and costly delays.

ZOOdubs – Dubbing in the Cloud

Client:
ZOO Digital

Area:
Film & TV

Role:
Product Manager

The entertainment industry’s first cloud-based dubbing platform, ZOOdubs supports the creation of authentic, culturally-representative content, and provides real-time, in-platform collaboration. Users are able to work through the entire dubbing process from casting and auditions to recording, localisation, recording, editing and mixing.