I do what I do because I want to make people’s lives easier. There’s something incredibly fulfilling about finding ways to improve everyday experiences, especially when those experiences feel unnecessarily complicated or frustrating. While I’m no doctor, I’ve always admired those who can make a real difference in people’s lives. Designing services, for me, is the closest I’ll get to that satisfaction – knowing that something I’ve contributed to has made someone’s life a little simpler or more efficient.
At the heart of service design is problem-solving. I love finding problems, not just because I enjoy solving them, but because I’m inherently nosey! I find myself constantly asking, “Why is this the way it is? Couldn’t it be better?” Service design allows me to dig deep, explore pain points, and uncover the friction people face in their interactions with products, systems, and services.
But it’s not enough just to find the problem – it’s the thrill of improving things that drives me. The potential to turn something inefficient, confusing, or cumbersome into a seamless, human-centred experience is what gets me excited. There’s something incredibly rewarding in knowing that, through thoughtful design, you’re making a genuine difference in how people navigate their world.
And as a reminder to myself, I captured the below post-it note during a user research session years ago, which reminds me why I do what I do:
