About me

am an experienced senior service designer, supporting digital transformation and re-platforming initiatives at HMRC, HMCTS, UKHSA, Home Office, NHS Test & Trace, Cabinet Office, and Scottish Social Benefits.

Using interdisciplinary skills, Agile methodologies, and GDS principles, I facilitate the development and deployment of measurably effective service products and tools at scale. Working closely with UCD teams, digital roles, developers, C-suite, and across stakeholder I promote approaches that are inclusive, effective, coherent, and deliver measurable business value.

I am an independent researcher in cognitive accessibility, leading the generation of valuable open research, strategic insights, and industry briefings. I frequently volunteer expertise in inclusive design, AI, and machine learning and until recently, served as a trustee of Citizens Online.

I am also the Founder of Health Heard, providing accessible and inclusive healthcare services for individuals with complex and hard-to-diagnose health issues, as well as those seeking a better understanding of their health and wellness.

Health Heard is revolutionizing healthcare, starting from the patient and working to create services for the billion people worldwide currently lacking access to clinical care.

It demonstrates how design and technology can collaborate to pose the right questions, develop appropriate services, reliably deliver value, and take steps towards inclusivity.

I also support and enable actions towards sustainability and environmental responsibility.

Lucy's work

Design Values Research

Rapid Life Drawing

Guerilla campaigns

Packington

The New Gypsies

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