Service Design
Blueprints, journey maps, opportunity framing, and service improvement across complex public services.
Service design and UX leadership for complex public services
Designing better services from the inside out.
Hi, I’m Jon, a UX design leader and Service Designer who helps teams make sense of complex public services, align around what matters, and turn good intentions into practical, user-centred ways of working.
About
Part systems thinker, part translator, part useful person in a workshop.
I work where service design, UX leadership, operations, and delivery meet. Most recently, that has meant leading UX strategy for large-scale government modernisation work, shaping service and interaction design across complex public sector programmes.
My work is strategic, but not floaty. I care about the messy backstage mechanics of services as much as the moments users actually touch: design systems, research insight, accessibility, stakeholder alignment, and the team habits that help good design actually land.
Capabilities
Clearer services, better ways of working, and more focused collaboration.
UX Design Ops
Ways of working, design governance, team rituals, and practical systems that create momentum.
Facilitation
Structured collaboration that helps designers, researchers, product teams, engineers, and stakeholders align.
Service design
UX design leadership
Design operations
Research and insight
Facilitation
Experience
A career shaped around design, delivery, and complex services.
November 2019 - Present
UX leadership, service design, and interaction design
Capgemini
Progressed across interaction design, service design, profession leadership, and UX lead roles on complex public sector and government work, including HMRC, Making Tax Digital, and a large modernisation programme.
UX Lead August 2024 - Present
Lead Service Designer and Interaction Design Profession Lead October 2023 - January 2025
Senior Interaction and Service Designer May 2021 - October 2023
Senior Interaction Designer November 2019 - May 2021
August 2015 - October 2019
UX Developer
Stat Perform
Worked within the OptaPro team designing products, supporting developers with implementation, and creating marketing and brand assets where needed.
January 2013 - August 2015
Web Designer / Front End Developer
University of Wolverhampton
Maintained and improved the university website, designing and developing richer user content across mobile web apps, microsites, and visitor-facing digital experiences.
September 2012 - December 2012
Web Designer
Mercato Solutions
Designed and developed front-end website solutions.
February 2011 - September 2012
Junior Web Developer
Welding Supplies Direct Ltd
Supported website design and development, ecommerce content, eBay store growth, email marketing campaigns, SEO, and new digital project ideas.
Selected work
A few examples of making the messy middle more legible.
Education & certifications
The paper trail, neatly arranged.
Certifications
Design and sustainability development
Advanced Design Thinking, Capgemini Invent Sustainability Solution Leadership Development Programme, Our Earth’s Future, and Membership Certificate.
2015 - 2016
Postgraduate Certificate, Web Application and Service
University of Leicester
2008 - 2012
Bachelor of Science (BSc), Computing
The University of Wolverhampton
Useful conversations welcome.
If you’re working through a complex service, scaling a design team, or trying to make the messy middle a bit clearer, I’d be happy to chat.