Royal College of Art Visiting Lecturer 2017-
The Service Design course at the RCA is a pioneer of the discipline and a global supplier of talent to government and business. I teach on the course and at international Master Classes, the most recent in Singapore in Sept 2018.
After leaving Barclays in Sept 2018 I am working on a variety of projects in government and business.
As Creative Director with Digital Identity company ObjectTech, I set up a design team for the development of digital passports for Dubai airport in 2020. Other current projects include working with the Cabinet Office and financial service companies.
Barclays Plc, Director of Service Design 2013-2018
I led the service design team for Barclays Retail Customer Segments team. The team was set up to combine customer insight and design thinking methodology to transform the customer experience. By recruiting a team of service design specialists, we were able to increase our insight into customers and work Barclays’ employees and operations to design and deliver exceptional customer journeys across digital, branch and contact centres. The team had rapid success developing new customer propositions, reducing customer complaints and improving Barclays’ customer satisfaction ratings.
I joined the Design Office of Barclays where I led a number of project teams developing innovative digital services for Barclays business units.
Smart Investor. Developed for mass affluent customers, this complex project delivered an execution only self-serve investment platform for Barclays and non Barclays customers based on Behavioural Finance principles. One of the largest projects undertaken by Barclays, I led the design team and was responsible for the overall vision, UX / UI development, user insight and research to create a consistent customer experience across the different internal and third party platform providers. Key features designed include the Wealth Fit questionnaire and the highly innovative LifePlanner investment and personal goal-planning tool.
“The design of Smart Investor is exceptional and industry leading” Sue Hayes, Head of Barclays Retail.
Project Hilda was Barclays first Artificial Intelligence interface. Designed to simplify and improve the on-boarding process for Wealth customers, Hilda is a cognitive virtual guide developed in collaboration with IBM Watson technology. I led the development of a completely Agile development team in creating a new interface based on messaging dialogue with the Hilda Avatar.
Fusion 2.0. Working with Barclays GIS security team I led the design of executive and analyst dashboards to provide a clear and actionable view of the enormous amount of threat intelligence, DOS attack and e-crime security data.
DWP/MAS. Pension Finder. Working with various government bodies we have combined Verify digital identity with Pension industry databases to provide a tool to find and value individuals pensions. A final solution across industry partners is planned to go live in 2019.
Cisco Systems, Director of Customer Experience, Internet Business Solutions Group (IBSG) 2008-2013
I worked for Cisco’s major customers as executive advisor on design, customer experience and innovation. Working with C level executives and senior teams, I developed thought leadership and a number of strategic projects to show the transformative business impact of digital innovation.
Working across Cisco’s Retail, Public Sector and Financial Services teams projects included:
Cities of Barcelona and Amsterdam – Explorations for Internet of Things digital services
Manhattan Transit Authority – digital ticketing solutions
John Lewis – Style Me interactive digital mirror working with the 3D digital lab of Barcelona University and UK technology partners. I developed a three-month pilot for John Lewis’ Oxford Street flagship store before rolling the product out across several international retailers.
Torfaen and Cornwall local authorities. Wisdom Bank - a platform for assisting retirees to share their knowledge and mentor young adults in Wales.
Tesco F&F – A series of digital store installations for Tesco’s fashion brand
Barclays, Credit Suisse – Next generation digital services
ICentrum - Innovation Birmingham - mentoring and innovation workshops with tech start ups.
Orange, France Telecom, Director of Design and Usability 2004-2008, Director of Customer Experience, 2003-2004
I set up and lead a new team in London to develop customer experience and mobile phone and web user interfaces, applications and services. Managing a core team of 30 and external agencies with a £5m budget, I led the design strategy across the countries and the development of the design language for the Orange brand as it was extended across all France Telecom companies. I went on to join the ExploCentre innovation hub in Paris to develop future digital design strategies and new digital services.
Design Council, Director of Design and Innovation 2001-2003
The Design Council is the UK’s national authority on design. As the first Director of Design and Innovation, I developed a number of projects to assist UK business and public services use design to improve their success and developed a new concept of Design Immersion projects where designers worked with manufacturing and technology companies to identify improvements in their product services and brand. The project has been hugely successful and continues to be funded by government with thousands of companies successfully benefitting from improved design.
TAG McLaren Audio, Head of Design, 1999-2001
Working with the mechanical and electrical engineers of McLaren at their purpose built factory, I designed a series of hi end audio products for this joint venture between the F1 team and TAG. he award winning products were some of the most advanced of their time.
Fitch Design, Head of Product Design 1998-1999
I set up a new product design team in the London office of this famous international design consultancy. I developed several successful projects with Ford, McLaren F1, BT and Samsung.
Samsung Electronics, European Director of Design, 1996-1998
After heading up Samsung’s US design office at IDEO I was invited to lead their new European Design Centre. I set up a new team of designers and created several landmark product firsts for Samsung including digital TVs, GSM Mobile phones, audio and white goods. Design awards included iF, Red Dot and Industrial Design Society of America (IDSA).
IDEO, Director of Design, Samsung IDEO
I joined IDEO to run this joint venture studio designing products for Samsung’s US markets. Products included TC, compute and white goods. The studio was host to many of Samsung’s best designers to provide insight into the US market and IDEO’s innovative methodology.
Tangerine, Founder, 1989-1994
I set up the consultancy Tangerine with my friend Martin Darbyshire and was soon joined by graduate Jonathan Ive, whom I had met when he was a student in Newcastle. Tangerine became a very successful design consultancy working for the likes of Apple, Ford, Hitachi, LG, Ideal Standard and British Airways.
Cambridge Consultants, Senior Product Designer 1988-1989
I headed up the development of a product design team within the technology and engineering consultancy and developed products for Sodastream, Mission Audio and Philips.
Moggridge Associates, 1983-1988
I joined the London office of Bill Moggridge’s acclaimed design company (which became IDEO) and worked on a variety of projects including car audio products for Ford. I was posted to Bill’s San Francisco company, ID Two, and worked on projects for Xerox and Black and Decker.
Trustee and Fellow, The Royal Society of Arts (RSA) 2010 - 2016
RSA Design Advisory Board, 2016- 2018
Design Advisory Panel, HS2, 2015-
Research Assessor, Innovate UK
Trustee, Merton Music Foundation, 2014 - 2018
Non Executive Director, Richard Burbidge Ltd. (2003-2008)
Design Board of British Council, 2003 -2008
Visiting tutor, Royal College of Art (RCA)
Visiting Professor, Glasgow School of Art,
Digital Media Advisory Board, Glasgow School of Design
Advisory Board, Helen Hamlyn Centre (Inclusive Design)
External Examiner, Glasgow School of Art, 2005, 2009
External Examiner, IVREA Interaction, Turin, Italy 2002
External Examiner, De Montfort University, 1996-‐99
External Examiner, Central St Martins, 1997-‐2001
Global Infomatics Forum, Kuwait, November 2018
Design Thinking Summit, Berlin, October 2018
Global Innovation Forum, Bonn, May 2018
Barco Innovation Conference, Belgium,
2017 Global Innovation Forum, London Nov 2015 Design North, Manchester Nov 2015
Finance Customer Experience, London March 2015
Cabinet Office “Future Present”, Dec 2014
Festival of Marketing, “Designing Digital User Experiences”, Nov 2014
The Conference, Malmo, Sept 2012
TEDx, Leeds Oct 2011