Services: Find the right way to improve your digital service
Not every problem needs the same response. Some teams need clarity before making changes, others need to fix what’s already causing friction, and some are ready to keep improving over time.
The pathways below show how different situations are typically approached. Use them to see which type of work matches where your service is today — and what the next step should be.
Every team starts somewhere
See what each pathway helps you with.
Use this table as a simple starting point guide, just an example to help you see where your team fits.
Not sure what’s slowing people down?
Check & Learn
Find out what’s confusing users before you rebuild anything.
For teams who know something isn’t working but can’t see exactly why. This pathway helps you see your service the way real users do — what’s clear, what’s confusing, and what to fix first.
Already know what’s not working?
Fix & Simplify
Make your digital service easier to use and faster to get things done.
For teams who can see where users get stuck — long forms, cluttered pages, or confusing flows — and want practical fixes that work.
Ready to take a bigger step?
Improve & Grow
Modernise your digital service and keep improving over time.
For teams ready to refresh outdated systems, meet accessibility standards, and build a consistent foundation that grows with their needs.
Teams I have worked with
Working with both public and private sector teams to enhance online clarity, accessibility, and usability.
Pro bono support
Helping community services when I can
When capacity allows, I take on a small number of no-cost UX audits for community-focused organisations. If funding is tight but the impact is meaningful, you’re welcome to get in touch.