My Approach
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​My work is grounded in years of user research and experience design across complex digital products.
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I generally work as a consultant on a contractual basis. I endeavour to understand the assumptions and needs of the business, and how this maps onto what their users are experiencing and expect.
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User experience has never just been about users and interfaces. Business goals, technical constraints, legacy systems, organisational politics and top down decisions have always played a role in shaping user experience.
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Sometimes this can be challenging. There can be been incorrect assumptions, compromises, learning curves and multiple iterations.
But designing user experiences has always been predictable, because the systems we were designing it around were predictable. This is no longer true.​​​​​​
We've now brought another participant onto the board, and this iterferes with how we've always approached user-centred design. ​
Many AI tools arrive in businesses with their own interfaces, logic, and behaviours. They sit alongside products, rather than inside traditional design workflows.
This means experience is no longer only shaped by what we design, but by systems we must design around.​​ A lot of AI failures are invisible at first.
The focus must now shift to how human cognition and AI behaviour interact, and what we can do to make this a decent experience for people.
Much of my thinking on this lives in my writing. You can explore recent posts here.
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If you’d like to speak with someone who has spent years working with human experience in the digital world , and is now applying that thinking to AI-mediated systems, let's talk.
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