I'm a customer experience and service design consultant with a background in business analysis. I help organisations improve the way they interact with their customers and clients. I've worked with everyone from large corporations (telcos, utilities and financial institutions) to not-for-profits of all sizes. Whether your organisation has customers or clients, members or patients, students or citizens, they should be at the centre of every interaction. ​Each interaction is part of a journey that may start long before your organisation is involved, and finish long after. I believe that understanding the journey is the key to designing and delivering effective services.