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Hello. My name is Marion and I am a service designer and user researcher.

 

I am all about people. My job is to craft how organisations interact with their customers, and how employees deliver those services. I build relationships with teams and support them in developing solutions where business and human needs meet.

User research is critical to designing solutions that align to users’ expectations and behaviours. My expertise in qualitative research is complemented by quantitative research skills. I like making sense of complex ecosystems to get to the root of the right challenges to tackle. From research to delivery, I effectively navigate between the big picture and the finer details.

 
 
 

I am currently working as an independent service designer and user researcher.

 

How can I help?

  • User research to understand how to better serve your customers

  • Customer Experience Strategy aligned to your business goals

  • Service concepts development

  • User testing to ensure your services are usable and deliver on their promises

  • Journey mapping bringing structure to the many interactions you have with your customers

  • Developing customer-centric decision making processes

  • Design thinking training development and delivery, coaching

 

What did I do before?

 
 
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I spent 6 years at Livework, the very first service design consultancy. As a senior service designer, I led varied high-profile projects. My clients included J.P.Morgan, Tesco, Public Health England, Mastercard, E.ON and Zurich. I still regularly work with Livework. We’re very fond of each other.

 
 
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I also worked client side, as a lead service and interaction designer at Barclays, There I learnt about the realities of big organisations and developed tact in navigating them.

 
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My project Disclosed was nominated for Designs of the year 2015 and exhibited at the Design Museum in London. It’s a service concept that helps shoppers make shopping decisions that align to their values and priorities.

 

What’s my background?

 
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I was a part of the first MA cohort in service design at the Royal College of Arts. I spent two years growing my practice through in-depth training and live client projects, but more importantly by collaborating with brilliant people with varied backgrounds. This allowed me to build a critical understanding of service design, its theories, tools and processes, as well as how to apply it in real life as part of a team. 

I started out as a product designer. This was the starting point of a love for well crafted things. I like to think I bring this sensibility to my work as a service designer and my everyday life.

 
 

Still want to know more?

I am nerdy, open and keen to get the best out of everyone I work with.

I love learning new things and sharing what I’ve learnt. I discover new passions several times a year. Right now I am into tropical plants propagation, illustration and life drawing.

After 8 years in the UK, I currently live in France with my extensive collection of plants. I manage to keep a growing number of them alive.