I design products that make complex work clearer.
By embedding guidance at the moment it's needed — inside the workflow, not in a training room.
Real problems. Thoughtful solutions. Measurable impact.
Council Tax Call Coach
An AI-assisted coaching tool that helps council contact-centre agents work through complex Council Tax cases in real time, without breaking flow.
Bugpal
A privacy-first browser extension that turns a broken page into a developer-ready bug report in under thirty seconds.
Roleclip
A privacy-first tool that turns messy career evidence into structured, reusable role stories for applications and interviews.
Ideas, notes, and reflections from the field.
Why workflow support is not training
Training treats knowledge as a cold asset to transfer. Workflow support treats it as a live signal to surface at the moment of need — and the difference reshapes how we design learning systems.
What makes a useful AI coach inside a task
Useful AI coaching is less about intelligence and more about timing, confidence signaling, and explicit escalation boundaries.
Designing a portfolio that survives career evolution
A portfolio for a T-shaped practitioner needs a clear spine: one depth, explicit breadth, and content architecture that can absorb change.
Grounded generation: why outputs should trace back
If an AI output influences a real decision, users should be able to inspect where it came from and why it was suggested.
Frameworks, templates, and toolkits.
Workflow Coaching Canvas
A one-page canvas for mapping where coaching support belongs inside an existing operational workflow — used to scope new learning-innovation engagements.
Performance Support vs Training Decision Guide
A practical decision guide for choosing between training, workflow support, and blended interventions in complex service environments.
MVP Scoping Checklist
A step-by-step template for framing scope, constraints, and testable outcomes before building a first version.
Service Blueprint Template for Complex Services
A reusable blueprint template for mapping actors, systems, failure points, and support opportunities across multi-step services.
Got something in mind?
I work with teams on product, learning, and AI. If it sounds relevant, get in touch.