Making complex services clearer
I'm Craig, a Senior Service Designer working across research, strategy and service design. I untangle complex services, identify where change matters, and design and test better ways for them to work.
Selected Work
British Gas Business
Business Billing Transformation
Helping businesses understand, trust and manage their bills
A programme of research and service design exploring how businesses experience billing, where confidence breaks down, and how the service could better support understanding, trust and control.
Centrica Home
Unlocking new market opportunities
Exploring unmet student needs to create differentiated services and propositions
Researching student needs, behaviours and challenges to identify where Centrica could create genuinely useful new propositions and differentiate itself in an underserved market.
Manchester FA
Disability Football Strategy
Aligning partners around a shared vision for inclusive football
Bringing together insight from across disability football to make the system visible, align partners around shared priorities and shape a strategy for creating more inclusive opportunities to play.
A little about me
Design isn't the only place I like solving problems.
Away from work, I've spent more than a decade coaching and working in grassroots and community football.
It's another environment full of people, systems, constraints and constant learning, but with the added complication that everything has to work on a cold, wet Tuesday night in Manchester.