Service design and workflow optimisation
For: Operations Directors, Service Managers, UX Leads
Streamlining high-friction digital workflows to improve completion rates and reduce support calls.
Service overview
When digital workflows fail, the cost is usually absorbed by your customer support teams. I help organisations identify exactly where their digital services are breaking down. Whether it is a clinical triage form, an insurance onboarding journey or a complex back-office SaaS tool, I map the entire process to pinpoint where handoffs fail and terminology causes confusion.
I conduct research directly with your users and service teams to understand the root cause of the friction. We then redesign the flow, cutting redundant steps and rewriting essential copy into concise, everyday language. By simplifying the underlying logic and making the interface genuinely usable, we enable users to complete their tasks independently, drastically reducing the burden on your operational staff.